Returns and exchanges

What is legendURN’s return policy?

At legendURN, we stand behind our products, our service and you, our valued customer. We understand that choosing an urn, memorial jewellery item or other remembrance product is a personal decision. Sometimes an item may not be exactly what you expected, or you may need to choose a different product.

On this page, you can read how to return an order from the United Kingdom, how to mark the parcel for customs, how return shipping costs are handled and what to do if an item arrives damaged or incorrect.

Returns in brief

The most important return information is summarised below.

Which items can be returned?

Many standard products can be returned if they are unused, undamaged and complete. Please return the item in the original packaging where available. If the original packaging is no longer available, please use packaging that protects the item just as carefully.

Please pack the product with great care. Many urns and memorial products are fragile, including ceramic urns, glass urns, porcelain urns, natural stone urns, handmade urns and memorial jewellery. Good packaging helps prevent damage during the return shipment.

Which items cannot be returned?

Some products cannot be returned or exchanged. This applies especially to items that have been made, changed or personalised specifically for you.

• custom-made items;
• personalised products;
• engraved items;
• items that have had ashes placed in them;
• products that are damaged, used or incomplete when returned.

If you are unsure whether your item can be returned, please contact us before sending it back. We will be happy to check this with you.

How can I return an order?

Please follow the steps below so we can process your return correctly and avoid unnecessary customs or import charges.

1. Fill in the return form and pack the parcel carefully

To help us process your return, please complete the return form as fully as possible and place it inside the parcel.

Please also include the information we need to reimburse eligible return shipping costs. If reimbursement through the original payment method is not possible, we may ask for additional bank or payment details.

Pack the product carefully and remove or cover any old shipping labels on the box.

2. Send the parcel as Returned Goods

Please return the parcel via your nearest Royal Mail or Post Office service point. Use an economy parcel shipment where possible and please do not send the parcel by express shipment.

Because the parcel is being returned from the United Kingdom to the Netherlands, customs documentation is required. Please make sure the parcel is clearly marked as Returned Goods. Do not describe the shipment as a new sale or commercial shipment, as this may lead to import duties or customs clearance fees on your own return.

You can find general guidance on completing a CN22 form on the Post Office CN22 form guide.

We reimburse return shipping costs up to a maximum of £40, provided the return shipment has been correctly sent and proof of shipping costs is supplied. Please keep the postal receipt, tracking information and customs declaration documents until your return has been processed.

Because we cannot assume responsibility for packages that are lost or damaged during return transport, we recommend insuring the parcel for the value of the merchandise before sending it back to us.

3. Inform us about the return shipment

Please inform us by email once you have returned the parcel. Replying to your order confirmation is usually the easiest option.

Please include, where possible:

• your order number;
• the tracking number of the return shipment;
• a photo or scan of the postal receipt;
• a photo or scan of the customs declaration, such as the CN22 form;
• the information needed to reimburse eligible return shipping costs.

This helps us know that your return is on its way and allows us to process it more quickly after arrival.

Return address

Please send the parcel, including the completed return form, to the following address:

Refund of the purchase amount

Once your return has arrived, we will carefully check the item. If the return is accepted, we usually refund the purchase amount within 7 working days after receipt and processing of the returned product, and always in accordance with applicable consumer law.

The refund will normally be made to the original payment method used for the order. Your refund will be based on the actual purchase price paid. If an item was purchased during a sale or promotion, the refund will be for the amount actually paid, not the original retail price.

Depending on your bank, card provider or payment provider, it may take additional time before the refund appears on your account or statement.

Refund of return shipping costs

Eligible return shipping costs are reimbursed separately up to a maximum of £40, provided the return shipment was correctly marked as Returned Goods and proof of the shipping costs is supplied.

If additional costs arise because the parcel was not correctly marked as a return, or because customs documents were missing or incorrect, these costs may be deducted from your refund.

What should I do if I received a damaged product?

We are very sorry if an item has arrived damaged. Please contact us as soon as possible and send photos of the following:

1. the damaged item;
2. the outer parcel;
3. the inner packaging and protective materials;
4. the shipping label on the box.

Please send the photos to [email protected] and include your order number. You can also reply directly to your order confirmation email.

With these photos, we can assess the situation and let you know whether the item needs to be returned or whether another solution is possible. Please do not dispose of a damaged item until you have contacted us and received further instructions.

Of course, we will look for a suitable solution, such as a replacement shipment, repair, refund or another option where appropriate.

What should I do if I received the wrong product?

If you have received the wrong product, please contact us before returning it. If possible, send us a photo of the product received, the packaging and the shipping label.

We will review the situation and explain the correct return or exchange procedure. Please do not send the item back before we have confirmed the next steps.

Statutory rights

This page explains our practical returns process and our additional service conditions. Nothing on this page limits or excludes any statutory rights you may have under applicable consumer law, including rights relating to faulty, damaged, misdescribed or incorrectly supplied goods.

Questions about returns?

If you have any questions or concerns about returning an item, a damaged shipment, a wrong product, customs documents or return shipping costs, please contact us. We are happy to help.

You can reach us by filling out the contact form, by sending an email to [email protected] or by calling +44 808 169 4319.