Refund policy

Returns & Refund Policy

Overview

We want you to be satisfied with your purchase. This Returns & Refund Policy explains your rights and how returns, refunds, and exchanges are handled when you purchase products from UrnsWithLove

Nothing in this policy affects your statutory rights under UK consumer law.

1. Right to Cancel (Non-Personalised Items)

If you are a consumer, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

To exercise your right to cancel, please contact us.You must notify us within the 14-day cancellation period.

After notifying us, you have a further 14 days to return the goods.

Returned items must be:

unused
in their original condition
returned in their original packaging where possible

Unless the item is faulty or incorrect, you are responsible for the cost of returning the goods.

We recommend using a tracked delivery service when returning items.

2. Personalised or Custom-Made Items

Personalised or engraved items are made specifically to your order.

Because of this, personalised products cannot be cancelled or returned unless:

the item is faulty
the item is damaged on arrival
the item is not as described

Please ensure all personalisation details are correct before placing your order.

3. Faulty, Damaged, or Incorrect Items

If you receive a faulty, damaged, or incorrect item, please contact us as soon as possible:

Please include:

your order number
a description of the issue
photos where possible

In accordance with UK consumer law, you may be entitled to:

a repair
a replacement
a refund

depending on the circumstances.

4. Refunds

Once returned goods are received and inspected, we will process your refund.

Refunds will be issued to the original payment method.

Where the cancellation right applies, refunds will normally be processed within 14 days of receiving the returned goods or proof that the goods have been returned, whichever is earlier.

5. Return Address

Returns should be sent to:

Nottingham Funeral Products Limited
Unit 5J Bestwood Business Park
Nottingham NG68TQ
support@urnswithlove.co.uk
ph:01157846824

Please contact us before sending any returns so we can assist you.

6. Non-Returnable Items

The following items cannot be returned unless faulty or damaged:

personalised or engraved products
items returned in a used or damaged condition (unless faulty)

7. Contact Us

If you have any questions about returns or refunds, please contact us: