Refund policy

RETURN & REFUND POLICY

At The Urn Atelier, we take great care in crafting each piece to the highest standard. Due to the sensitive and personal nature of our products, we ask that you review our policy carefully before making a purchase.

Returns & Exchanges

Items may be accepted for credit or exchange within Australia if returned in saleable condition within 30 days of the original purchase date, accompanied by a The Urn Atelier tax invoice. Some exclusions may apply.

Due to the sensitive nature of our items, all returns are subject to quality checks before being accepted. It is the customer's responsibility to ensure the item meets the following conditions:

• The item is unused and in its original condition
• The item is returned in its original packaging
• A valid The Urn Atelier tax invoice is included

Shipping Costs

Customers are responsible for all shipping costs and insurance associated with product returns. We strongly recommend using a tracked and insured shipping service, as The Urn Atelier is not responsible for items lost or damaged in transit during return. Refunds, credits, or exchanges will not be issued for goods damaged in transit during return.

Non-Returnable Items

Certain items are not eligible for return or exchange, including:

• Personalised or custom-made items
• Items that have been used or are not in their original condition
• Items returned outside the 30-day window

How to Begin a Return or Exchange

To initiate a return or exchange, please contact our Client Care Team. Our team will guide you through the process and confirm whether your item meets the required conditions.

Refunds

Once your return has been received and inspected, we will notify you of the outcome. If approved, your refund or credit will be processed within a reasonable timeframe to the original payment method.

For any questions, please do not hesitate to reach out to our Client Care Team.