Terms and Conditions

1. Who we are

The website www.legendurn.co.uk is operated by:

Legend Corporation B.V.
Roggemole 8-14
8531 WB Lemmer
Friesland
The Netherlands

Chamber of Commerce number: 81816146
VAT / tax number: NL862230500B01 | GB404797088

In these Terms, “legendURN”, “we”, “us” and “our” refer to Legend Corporation B.V. “You” and “your” refer to the customer, visitor or user of the website.

2. Scope of these Terms

These Terms apply to:

• your access to and use of the website;
• all orders placed through the website;
• all products, including cremation urns, keepsake urns, ashes jewellery, pet urns, grave decorations and memorial products;
• custom-made, engraved, personalised, hand-finished or specially ordered products;
• products that are filled, sealed or otherwise used with ashes, hair, fabric, fingerprints, handwriting, photographs or other personal materials;
• communications relating to orders, customer service, returns, refunds and product support.

Additional policies, including our Return Policy, Privacy Policy, Cookie Policy and product-specific instructions, form part of these Terms where they apply.

3. Customer information and eligibility

You may be asked to create an account or provide personal, billing and delivery information when placing an order. You agree that all information you provide is accurate, complete and up to date.

You are responsible for keeping your login details confidential and for all activity under your account. Please contact us immediately if you believe your account has been used without authorisation.

You must be legally capable of entering into a binding agreement. If you are under the age of majority in your place of residence, you may use the website only with the involvement and consent of a parent or legal guardian.

4. Product information, images and handmade items

We make every reasonable effort to describe and display our products accurately. However, colours, textures, finishes and dimensions may appear differently on your screen than in real life.

Many memorial products are handmade, hand-finished or made from natural materials. Small variations in colour, pattern, shape, finish, weight, volume, texture or surface are normal and do not automatically mean that a product is defective.

Product dimensions, capacities and volumes are provided as accurately as possible. Where a product is intended to hold cremation ashes, the required volume may depend on the cremation process, the remains provided by the crematorium and whether all ashes or only a symbolic portion will be kept.

Materials such as natural stone, wood, ceramics, glass, bronze, stainless steel, resin and other handmade or natural materials may have natural variations. These variations are part of the character of the product.

If you are unsure about the correct size, capacity, material, finish or suitability of a product, please contact us before placing your order.

5. Personalised, engraved, custom-made and filled products

Some products can be personalised, engraved, custom-made, specially ordered, filled or sealed. This may include names, dates, symbols, fingerprints, text, colour choices, design changes, ashes jewellery, custom urns or products made according to your specific instructions.

You are responsible for checking all personalisation details before submitting your order. This includes spelling, dates, names, symbols, punctuation, capitalisation, layout, sizing and any uploaded files or images.

If we provide a design proof, engraving proof, personalisation preview or artwork approval request, production may be paused until you approve it. You are responsible for checking all names, dates, spelling, punctuation, capitalisation, layout, symbols, size and placement carefully before approval.

After you approve a proof or personalisation preview, changes may no longer be possible. If changes are still technically possible, they may lead to additional costs and delays.

Once production, engraving, customisation, filling or sealing has started, the order can usually no longer be cancelled or refunded, unless mandatory consumer law requires otherwise, or unless the product is defective, damaged in transit or incorrectly supplied by us.

Personalised, engraved, custom-made, specially ordered, filled or sealed products are not eligible for return unless they are defective, damaged in transit or incorrectly made or supplied by us.

For personal, hygiene and memorial reasons, any urn, keepsake, ashes jewellery item or other product that has been filled with ashes, hair or other personal material cannot be returned, unless the product is defective, damaged in transit or incorrectly supplied by us.

If you send ashes, hair, fabric, fingerprints, handwriting, photographs or other personal materials to us or to one of our artists or suppliers, you are responsible for sending them securely and in accordance with our instructions. We will treat such materials with care and respect.

Where reasonably possible and appropriate within the production process, any unused personal material, such as remaining ashes or hair, will be returned in accordance with our instructions and working procedures.

Where a product is filled with ashes or other personal material, you confirm that you have the authority and permission to provide and use those materials for the requested product. You also confirm that any personalisation content you provide does not infringe the rights of others and is not unlawful, offensive or misleading.

6. Orders and order acceptance

When you place an order, you make an offer to purchase the selected products under these Terms. After you place an order, you may receive an order confirmation by email. This confirms that we have received your order, but it does not always mean that your order has been accepted for production or dispatch.

We may refuse, cancel or limit an order if:

• the product is unavailable;
• there is an error in the price, description or product information;
• payment is not authorised or appears fraudulent;
• the delivery address is incomplete, incorrect or not serviceable;
• the order appears to be placed by an unauthorised reseller;
• the requested personalisation is unlawful, offensive, misleading or technically unsuitable;
• the requested product cannot reasonably be produced, customised, filled or delivered as requested;
• we are legally required or reasonably entitled to refuse the order.

If we cancel an order after payment because the product is unavailable, cannot be supplied, or because of an error not caused by you, we will refund the cancelled part of the order in full.

If cancellation relates to a personalised, engraved, custom-made, filled or specially ordered product for which work has already started at your request, reasonable costs already incurred may be deducted where permitted by applicable law.

7. Prices, payments, delivery, duties and taxes

Prices on legendURN.co.uk are shown in GBP unless stated otherwise. Prices are inclusive of VAT where applicable.

Shipping and packaging costs may apply depending on the order value, destination and delivery method. Where standard shipping and packaging costs apply, they will be shown during checkout before you place your order.

For orders above the applicable free-shipping threshold, no standard shipping and packaging costs are charged, unless otherwise stated at checkout or agreed in writing.

We accept the payment methods shown at checkout. Available payment methods may include credit cards, PayPal, Apple Pay, Klarna, bank transfer or other payment services, depending on the payment providers available at the time of checkout.

You agree to provide accurate billing and payment information and authorise us and our payment service providers to charge the order amount and any applicable charges shown at checkout.

For the destination countries we serve through legendURN.co.uk, legendURN takes care of the normal import duties and import taxes connected with your order, unless we clearly state otherwise at checkout or in our order communication. In normal circumstances, you should not receive a separate import duties or import tax invoice for your order.

If a carrier, postal service, customs authority or local authority unexpectedly asks you to pay import duties or import taxes for your order, please contact us before making payment so we can help review the request.

If a pricing, tax, delivery or technical error is clearly incorrect, we may cancel the order and refund you, or contact you to ask whether you wish to proceed at the corrected price.

8. Delivery, customs and reliable delivery addresses

We deliver to the destinations made available through legendURN.co.uk. Delivery times shown on the website, at checkout or in order communications are estimates unless we expressly state that a delivery date is guaranteed.

Delivery times may depend on product availability, personalisation, production time, customs clearance, carrier performance, local delivery services, holidays and the destination country.

For the destination countries we serve, legendURN arranges the normal customs handling connected with your order and takes care of the normal import duties and import taxes connected with your order, unless we clearly state otherwise at checkout or in our order communication.

If an order is needed for a funeral service, memorial service, burial or another time-sensitive occasion, please consider using a reliable delivery address where someone can receive the parcel. This may be a home address, workplace, funeral home or another agreed address.

You are responsible for providing a complete and accurate delivery address. We are not responsible for delays, failed delivery or additional costs caused by incorrect address details, refusal of delivery, failure to collect a parcel, local import restrictions, or special charges caused by customer instructions or circumstances outside the normal delivery process.

Some products may be subject to carrier restrictions, import restrictions, cemetery rules, crematorium rules, airline rules or local laws. It is your responsibility to check whether the product may be imported, received, placed, buried, carried, filled, scattered or used at the intended destination.

If a shipment is returned to us because of an incorrect address, refusal of delivery, failure to collect the parcel or a local restriction that was not caused by us, we may charge reasonable additional delivery or handling costs before reshipping the order, where permitted by applicable law.

9. Urgent orders and faster delivery

Rush production, faster handling or expedited delivery may be available for selected products, depending on stock, personalisation, production capacity, carrier services and destination country.

Rush production may reduce the expected handling or production time. Expedited delivery may reduce the expected transit time. Neither automatically guarantees delivery by a specific date unless we expressly confirm that specific date in writing.

Carrier delays caused by weather, holidays, customs clearance, incorrect address details, missed delivery attempts, local delivery issues or other circumstances outside our control are not guaranteed by us.

If you need a product for a funeral service, memorial service, burial, scattering ceremony or another fixed date, please contact us before ordering so we can review the product, personalisation, production and delivery options with you.

10. Delivery delays and unavailable products

We aim to dispatch each order within the timeframe stated on the product page, at checkout or in our order communication. If no specific timeframe is stated, we will work to dispatch within a reasonable time.

If we learn that we cannot dispatch an order or part of an order within the promised or expected timeframe, we may contact you with an updated estimate. Where required by applicable law, we will ask for your consent to the delay or offer you the right to cancel the delayed part of the order and receive a refund.

If a product is unavailable, discontinued or cannot be produced as ordered, we may offer an alternative product, a revised delivery date or a refund. You are not required to accept an alternative product.

For personalised, engraved, custom-made or specially ordered products, the production time may be longer than for standard products. We will communicate relevant production estimates where possible.

11. Returns, cancellations and refunds

Please review our Return Policy before ordering. The summary below explains the main principles, but the Return Policy may contain additional details.

Eligible products may be returned within 30 days after delivery, provided they are unused, unworn, undamaged, complete, in their original condition and, where reasonably possible, in the original packaging.

The following products are generally not eligible for cancellation or return unless they are defective, damaged in transit or incorrectly supplied by us:

• personalised products;
• engraved products;
• custom-made or specially ordered products;
• products made according to your specifications;
• products that have been filled with ashes, hair or other personal materials;
• products that have been sealed after filling or use;
• products for which a design proof, engraving proof or personalisation preview has been approved and production has started;
• products, including jewellery, that show signs of use, wear, damage, installation, alteration or handling beyond what is necessary to inspect them;
• products that cannot be returned for hygiene, safety or personal memorial reasons after being opened, used, filled or sealed.

To request a return, please contact us before sending the product back. You are responsible for return delivery costs unless the return is due to our mistake, a confirmed defect or transport damage for which we are responsible.

When returning a product, please package it carefully and use a reliable postal or courier service. For valuable, fragile or memorial items, we recommend using a tracked and insured return method.

If you exercise a statutory cancellation right where it applies, any standard outbound shipping and packaging costs you paid for the original order will be refunded in accordance with applicable consumer law. Any additional costs for a more expensive delivery method than our standard delivery option are not refunded, unless required by applicable law.

For returns under our commercial 30-day return policy, paid standard shipping and packaging costs may be excluded from the refund, unless the return is due to our mistake, a confirmed defect or transport damage for which we are responsible, or unless mandatory consumer law provides otherwise.

Refunds are normally processed within 7 days after we have received and inspected the returned product. Where statutory cancellation rights apply, refunds will be handled within the period required by applicable law.

We may reduce or refuse a refund if the returned product is incomplete, damaged, used, worn, altered or not returned in accordance with our return instructions, except where this would conflict with mandatory consumer rights.

Your statutory rights for faulty, damaged, misdescribed or incorrectly supplied goods remain unaffected. This includes any rights you may have under the Consumer Rights Act 2015 and other applicable UK consumer law.

12. Damaged, incorrect or missing products

Please inspect your order as soon as it arrives. If a product is damaged, incorrect or missing, contact us as soon as possible, preferably within 48 hours after delivery.

Please provide your order number, photographs of the product, the inner and outer packaging, the shipping label and any visible damage. Clear photographs help us review the issue and, where needed, file a carrier claim.

Do not discard the packaging until the issue has been resolved. Carriers may need photographs or the original packaging to assess a transport damage claim.

If the issue is confirmed, we may offer a replacement, repair, missing part, refund or another appropriate solution, depending on the product, the nature of the issue and applicable law.

If a product is fragile, handmade, made from glass, ceramic, natural stone or another delicate material, please unpack and inspect it carefully. Small natural variations are not the same as transport damage.

13. Permitted use of the website

You may use the website only for lawful personal or business purposes connected with browsing, purchasing or communicating with us about our products and services.

You must not:

• use the website for unlawful, fraudulent or harmful purposes;
• attempt to interfere with the security, operation or availability of the website;
• use bots, scrapers, automated tools or data extraction methods without our written permission, except for standard search engine indexing;
• copy, reproduce or commercially exploit website content without permission;
• submit false, misleading, offensive, defamatory or unlawful information;
• attempt to access accounts, systems or data without authorisation;
• use the website in a way that infringes the rights of others;
• place orders with false information, unauthorised payment details or fraudulent intent.

We may restrict or block access to the website where we reasonably believe these Terms have been breached or where necessary to protect our business, customers, systems or legal rights.

14. Intellectual property

All website content, including text, product descriptions, images, photographs, designs, logos, graphics, videos, layout, software and trademarks, is owned by us or licensed to us unless stated otherwise.

You may view, download or print website content for personal, non-commercial use relating to your purchase or potential purchase. You may not copy, reproduce, modify, distribute, publish, sell, scrape or use our content for commercial purposes without our prior written permission.

If you believe that content on the website infringes your intellectual property rights, please contact us with sufficient information to assess your request.

15. Reviews and customer content

If you submit a review, photograph, testimonial, comment, question or other content to us, you confirm that the content is truthful, lawful and does not infringe the rights of others.

You grant us a non-exclusive, worldwide, royalty-free permission to use, reproduce, display, translate and publish that content for customer service, website, marketing, quality control and trust purposes, unless you withdraw permission where legally possible.

We may refuse, edit or remove content that is unlawful, offensive, misleading, irrelevant, contains personal data of others without permission, or does not meet our review guidelines.

If a review concerns a sensitive memorial product or personal story, we will aim to handle it respectfully. Please do not include private information that you do not want to be visible to others.

16. Third-party services and links

The website may contain links to third-party websites or use third-party services, including payment providers, delivery carriers, review platforms, analytics tools, customer service tools and embedded content.

We are not responsible for third-party websites, services, terms, privacy policies or content. Your use of third-party services may be subject to their own terms and policies.

Payments are processed by third-party payment service providers. We do not store full payment card details on our own systems unless this is clearly stated and handled in accordance with applicable security standards.

17. Privacy and personal data

We process personal data in accordance with our Privacy Policy and, where applicable, our Cookie Policy.

For UK customers, personal data may be processed in accordance with the UK GDPR, the Data Protection Act 2018 and other applicable privacy laws. Depending on your situation, you may have rights such as the right to access, correct, delete or restrict the use of your personal data.

Order-related data may be shared with service providers where necessary to process payment, produce products, personalise items, deliver orders, provide customer service, prevent fraud, comply with legal obligations or protect our rights.

Please do not send highly sensitive personal information unless it is necessary for the product or service you request and we have asked for it. Materials such as ashes, fingerprints, handwriting, photographs or memorial text should be sent only in accordance with our instructions.

18. Website availability and corrections

We aim to keep the website available and accurate, but we do not guarantee that the website will always be uninterrupted, error-free or fully up to date.

We may correct errors, update information, change products, adjust prices, remove content, suspend website functions or discontinue products at any time.

Occasionally, the website may contain typographical errors, inaccuracies or omissions relating to product descriptions, pricing, availability, delivery times or other information. We reserve the right to correct such errors and, where appropriate, cancel or adjust affected orders in accordance with these Terms and applicable law.

19. Product advice and memorial guidance

We may provide product guidance, size information, material advice, memorial inspiration or practical information about urns, ashes, ashes jewellery, grave decorations and related products.

This information is intended as general guidance only. It is not legal, medical, funeral, cemetery, tax, customs, religious or psychological advice. Rules about ashes, burial, scattering, cemetery placement, import, transport and memorial products may differ by country, region, cemetery, crematorium, airline, carrier or local authority.

You are responsible for checking any local requirements before purchasing, transporting, filling, placing, burying, scattering or using a product.

If you need formal legal, funeral, cemetery, tax, customs, medical or religious advice, please contact a qualified professional or the relevant authority.

20. Limitation of liability

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for intentional misconduct, gross negligence or consumer rights that cannot legally be excluded.

To the fullest extent permitted by law, we are not liable for indirect, incidental, special, consequential or punitive damages, including loss of profit, loss of revenue, loss of data, emotional distress caused by circumstances outside our control, or delay caused by carriers, customs authorities, local authorities or third parties.

To the fullest extent permitted by law, our total liability for a product or order is limited to the amount you paid for the product or order giving rise to the claim.

Some laws do not allow certain exclusions or limitations of liability. In such cases, the limitation applies only to the maximum extent permitted by applicable law.

21. Events beyond our control

We are not responsible for delays or failure to perform where this is caused by events beyond our reasonable control. Such events may include natural disasters, extreme weather, war, terrorism, strikes, labour disputes, government actions, customs delays, carrier disruptions, pandemics, epidemics, power failures, internet failures, supplier disruptions or other circumstances that we could not reasonably prevent.

If such an event affects an order, we will try to inform you and find a reasonable solution, such as a revised delivery estimate, alternative product, cancellation or refund where appropriate and required by applicable law.

22. Governing law and disputes

These Terms and all orders placed through legendURN.co.uk are governed by the laws of the Netherlands, unless mandatory UK consumer protection laws provide otherwise.

The United Nations Convention on Contracts for the International Sale of Goods does not apply.

If a dispute arises, please contact us first so we can try to resolve the matter directly and respectfully. Most issues can be resolved through customer service, replacement, repair, refund or another practical solution.

If a dispute cannot be resolved informally, the competent courts will have jurisdiction as provided by applicable law and these Terms. Mandatory consumer rights regarding jurisdiction remain unaffected.

23. Miscellaneous

These Terms, together with any applicable policies and order confirmations, form the agreement between you and legendURN for your use of the website and your purchase of products from us.

If any provision of these Terms is found to be invalid, unlawful or unenforceable, the remaining provisions will remain in effect to the fullest extent permitted by law.

Our failure to enforce a provision of these Terms does not mean that we waive the right to enforce it later.

You may not assign your rights or obligations under these Terms without our written consent. We may assign or transfer our rights and obligations where this is part of a business transfer, reorganisation, legal requirement or operational change, provided your mandatory consumer rights remain unaffected.

24. Changes to these Terms

We may update these Terms from time to time to reflect changes in our business, products, website, payment methods, delivery process, import handling, legal requirements or customer service procedures.

The version published on the website at the time you place your order applies to that order, unless a later change is required by law or is more favourable to you.

25. Contact us

If you have questions about these Terms, your order, a return, a product, personalisation, import handling or delivery, please contact us:

Legend Corporation B.V.
Roggemole 8-14
8531 WB Lemmer
Friesland
The Netherlands

Email: [email protected]
Phone: +44 808 169 4319

Please include your order number where relevant, so we can help you more quickly.