Refund policy

RETURN, REFUND AND CANCELLATION POLICY

OVERVIEW
Our products are handcrafted in small batches with care and attention to detail. Due to their artisanal nature and international logistics, we do not accept returns or exchanges, except in specific and limited circumstances described below.

Please read the following policy carefully before placing your order.

ORDER CANCELLATIONS
Orders may be cancelled within 24 hours of purchase, provided the item has not yet been shipped.
To request a cancellation, please contact us at info@craftedurns.com.
Once an order has been dispatched, it can no longer be cancelled.

DAMAGES AND ISSUES
Please inspect your order immediately upon delivery and contact us right away if an item is defective, damaged, or incorrect, so we can evaluate the issue and make it right.
Depending on the situation, we may offer a replacement, exchange, or refund.
If damage occurred during shipment, we will open a claim with the carrier (e.g., DHL) and keep you informed throughout the process.

EUROPEAN UNION AND UNITED KINGDOM – 14-DAY COOLING-OFF PERIOD
If your order is being shipped to the European Union or the United Kingdom, you have the legal right to cancel your order within 14 days of receiving it, without providing a reason.
To be eligible for return:
- The item must be unused, in its original condition and packaging.
- You must provide proof of purchase.
- The buyer is responsible for return shipping costs and for any loss in value if the item is not returned in its original condition.
To start a return, contact us at info@craftedurns.com.
If your return is accepted, we will provide instructions and the appropriate return address (our distribution partner in Germany may be used for this purpose).
Items sent back without prior authorization will not be accepted.

EXCEPTIONS AND NON-RETURNABLE ITEMS
Certain types of items cannot be returned, including:
- Custom or personalized products (for example, items with engraving or made-to-order finishes).
- Used or altered products.
However, if your personalized item arrives damaged or incorrect, please contact us so we can address the issue appropriately.

DISCRETIONARY RETURNS
As a general policy, we do not accept returns or exchanges for reasons such as change of mind or ordering the wrong size.
However, in rare and exceptional cases, we may authorize a return at our discretion, provided that:
- The item is in its original, unused condition, and
- The buyer agrees to cover all return shipping costs and any loss in value due to handling or packaging.
Any return request must be approved in advance. Items sent back without prior authorization will not be accepted.

UNCLAIMED PACKAGES AND IMPORT DUTIES
Customers are responsible for providing accurate delivery information and for paying any applicable import duties, taxes, or customs fees.
Orders that are refused, unclaimed, or returned due to unpaid customs charges will not be eligible for a refund.
We recommend reviewing your country’s import policies before placing an order.

REFUNDS
Once we receive and inspect a returned item, we will notify you whether the refund is approved.
If approved, the refund will be issued to your original payment method within 10 business days.
Please note that your bank or credit card company may take additional time to process and post the refund.
If more than 15 business days have passed since your refund approval, please contact us at info@craftedurns.com.

CONTACT
For any questions about returns, damages, or cancellations, please contact us at:
info@craftedurns.com