Refund policy

Returns Policy Summary

  • Non-personalised items: returns accepted within 30 days of delivery
  • Personalised items (memorial plaques, memorial pendants, memorial necklaces for ashes, and urns for ashes — both pet and human): not eligible for return, except in cases of damage
  • Customer covers return shipping cost for non-personalised items
  • Final sale collections: Memorial Plaques, Memorial Pendants, Memorial Necklaces for Ashes, Pet Urns, Human Urns

How do I cancel or change my order?

We understand that our customers' needs can change. Here's our cancellation and return policy, tailored to our unique product range:

Cancellation Policy

Memorial Plaques, Memorial Pendants, Memorial Necklaces for Ashes & Urns (Pet and Human)
Personalised items are exempt from the right of withdrawal under EU consumer law. As these are made specifically for you, customers have 24 hours to cancel the order after it has been placed. No cancellations will be accepted after this time, as the manufacturing process has already begun.

Other products (letters, candle lambs, crosses, frames & accessories)
Customers may cancel their order at any time before the product has been dispatched, by emailing info@natevaporcelain.com. If the order has already been dispatched, customers may still be entitled to return it under our return policy below, but return shipping costs will apply.

Return Policy

Memorial Plaques, Memorial Pendants, Memorial Necklaces for Ashes & Urns (Pet and Human)
Returns are not accepted due to the personalised nature of these products. However, if a product arrives damaged, we will replace it free of charge upon receipt of proof of damage. We recommend opening the package in front of the carrier to check its condition before accepting delivery.

Other Products (Letters, Candle Lambs, Crosses, Frames & Accessories)
Customers have 30 days from the date of delivery to activate a return. Return shipping costs are the customer's responsibility.

Final Sale Collections
The following collections are final sale and cannot be cancelled or returned once dispatched:

  • Memorial Plaques
  • Memorial Pendants
  • Memorial Necklaces for Ashes
  • Pet Urns
  • Human Urns

For both cancellations and returns, please contact us by email at info@natevaporcelain.com for detailed instructions on how to proceed. We're here to help!