Warranty & Returns
Every urn is checked by hand before it leaves us — here's how we stand behind it.
How we stand behind every urn
Satisfaction Guaranteed
We work with you to make sure you're genuinely happy with your urn.
Defect & Damage Cover
Arrives faulty or damaged? We'll replace it — at no cost to you.
Handcrafted & Checked
Every urn is individually made and inspected before it ships.
Speak to Alison Directly
Any issue, big or small — email or call and we'll sort it personally.
Warranty & returns, in plain terms
Can I return my urn if I change my mind?
Because each urn is personalised and made to order, we're not able to offer refunds for change of mind. We do offer a customer satisfaction guarantee, and we'll work with you to make sure you're happy with your purchase.
What if my urn arrives defective or damaged?
We'll replace it. Email us at info@identityurns.com and we'll address the issue with you directly — no questions asked.
How do exchanges work?
We only replace items that are defective or damaged. Send us an email and we'll organise the exchange with you personally — how long the replacement takes to reach you can vary depending on where you live.
Do you comply with international return requirements?
Yes — we comply with all applicable international requirements for cancellation and refund policies, and we're committed to making sure you're completely satisfied with your purchase.
Not quite right?
Tell us what's happened and we'll make it right.