At Eternal Custom Urns, every urn we create is crafted with care and respect. We understand that sometimes an item may not meet expectations, so we aim to make our returns process clear and straightforward.
All standard products may be returned provided they are in unused, brand-new condition and meet the return criteria outlined below:
Change of mind, incorrect orders, or wrong size: Items may be returned at the customer’s expense and may be subject to a 20% restocking and processing fee.
Items must be returned within 21 days of receiving your order.
Items must be returned in their original packaging. A repackaging fee of up to $25 may apply if original packaging is missing.
Urns that have been custom designed or personalized by the customer are final sale.
Once you approve and receive your custom urn, it cannot be exchanged, refunded, or replaced for free.
If you wish to have a different design made after receiving your custom urn, a new urn must be purchased at full price.
Eternal Custom Urns
62 Biggs Avenue
Beachmere, QLD 4510
Australia
Repack the item securely in its original packaging. Do not attach labels directly to the product box—place it inside a satchel or outer box.
Include a copy of your order summary with the returned goods.
Email the tracking number to: sales@eternalcustomurns.com.au once your return has been shipped.
Once received and inspected, we will contact you to arrange a credit, refund, or exchange (if eligible).
For change-of-mind, incorrect orders, or wrong size returns, return shipping is the customer’s responsibility.
If you received a faulty or incorrect item, please notify us as soon as possible. In these cases, we will supply a prepaid return label.
Once your return is received and approved, we will confirm whether a credit, refund, or exchange will be issued.
The following items are not eligible for return:
Custom-designed or personalized urns
Clearance or discounted stock
Any item that has come into contact with ashes
Used or damaged products
All returns must be securely packed in their original packaging. A $25 repackaging fee may apply if this condition is not met.
We cannot refund items lost in transit or not delivered to our warehouse.
Refunds will not be issued for items returned with labels attached directly to product packaging.
If you have any questions about our returns policy, please contact us at:
📧 sales@eternalcustomurns.com.au
