Refund policy

At Aurelius Urns, we are committed to providing high-quality memorial products with care and compassion. If you experience an issue with your order, we are here to help.

Returns Eligibility

Due to the sensitive and personalized nature of memorial products, returns are accepted only under certain conditions.

You may request a return or replacement if:

  • The product arrives damaged or defective
  • You received the wrong item
  • The product has a manufacturing issue

To be eligible, requests must be submitted within 24–48 hours of delivery.

Non-Returnable Items

The following items are generally non-refundable and non-returnable:

  • Personalized or engraved urns
  • Custom-made memorial products
  • Used items
  • Products damaged after delivery due to misuse or improper handling

Because many products are created specifically for each family, customized orders cannot usually be resold or reused.

Damaged or Incorrect Orders

If your order arrives damaged or incorrect:

  1. Contact us within 24–48 hours of receiving the order
  2. Include your order number
  3. Provide clear photos/videos of:
    • The damaged item
    • Packaging materials
    • Shipping label

Once reviewed, we may offer:

  • A replacement product
  • A partial or full refund
  • Store credit when appropriate

Refund Process

Approved refunds will be issued to the original payment method used during purchase.

Please allow:

  • 5–10 business days for refund processing
  • Additional time depending on your bank or payment provider

Shipping fees are generally non-refundable unless the issue was caused by our error.

Order Cancellations

Orders may only be canceled before production or shipment begins.

Customized or engraved orders may not be canceled once processing has started.

If you need to modify or cancel an order, contact us immediately after purchase.

Return Shipping

If a return is approved:

  • Customers may be responsible for return shipping costs unless the item was damaged or incorrect
  • Returned items must be securely packaged to prevent additional damage during transit

We recommend using a trackable shipping service for approved returns.

Late or Missing Refunds

If you have not received your refund:

  • Check your bank account again
  • Contact your credit card provider or payment service
  • Processing times may vary between financial institutions

If you still need assistance, please contact our support team.

Contact Us

For any return, refund, or replacement request, please contact:

Email: info@aureliusurns.com
Website: https://aureliusurns.com