Returns policy

Last updated: 12 October 2026

This covers caskets, urns and keepsakes you buy from me, usually arranged over the phone and handed over when I bring your pet’s ashes home. I know choosing one is a sensitive decision, so here’s how returns work. None of this affects your legal rights.

If you change your mind

You can return an item within 28 days of receiving it, which is longer than the 14 days the law gives you, as long as:

• it’s unused and in its original condition, and hasn’t been damaged since you received it
• if any ashes were placed in it, they’re still sealed in their bag

If the item comes back by post, the return postage is yours to pay. Please handle anything that’s held ashes with care.

Personalised items

Items made or engraved specially for your pet, such as a casket with an engraved nameplate, can’t be returned just because you’ve changed your mind, because I can’t offer them to anyone else. This doesn’t affect your rights if a personalised item is faulty or isn’t what we agreed.

Faulty or damaged items

If an item is faulty, damaged when it reaches you, or isn’t what we agreed, please tell me as soon as you can. A photo helps me see what’s happened.

Under the Consumer Rights Act 2015 you can return a faulty item for a full refund within 30 days of receiving it. After that you can ask me to repair or replace it, and if that doesn’t work, you’re still entitled to a refund. I’ll cover any return postage for faulty items.

Refunds

Refunds are made by bank transfer, within 14 days of me receiving the item back. If I’ve agreed a refund for a fault without needing the item back, it’s within 14 days of agreeing it.

Getting in touch

Call or text me on 07746 883124, or email support@warringtonpetfarewells.co.uk. If you’re not sure whether something can come back, ask me. I’ll always try to help.