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 or refund you — your choice, 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?
Engraved and custom urns (including urns made from your own ball) are made specifically for you, so we can't accept change-of-mind returns on them.
For unengraved urns delivered to the UK or EU, you can cancel within 14 days of delivery. Please contact us first at info@identityurns.com, then return the urn unused and in its original packaging, at your cost. We'll refund the purchase price within 14 days of receiving it back.
Whatever you've ordered, we offer a customer satisfaction guarantee and we'll work with you to make sure you're happy with your urn.
What if my urn arrives faulty or damaged?
We'll replace it or refund you, whichever you prefer. Email us at info@identityurns.com with a photo and we'll sort it out with you directly. This doesn't affect your rights under Australian Consumer Law or UK consumer law.
How do replacements work?
Send us an email and we'll organise the replacement with you personally. How long it takes to reach you depends on where you live — see shipping and delivery.
Do you comply with international return requirements?
Yes. As well as the guarantees above, you keep all the rights your local consumer law gives you, including Australian Consumer Law and UK consumer law.
Not quite right?
Tell us what's happened and we'll make it right.