Refund policy
Returns policy summary
- Returns accepted for 30 days
- Customer provides return shipping
- 15% restocking fee
- Final sale items: 6 collections cannot be returned
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:
Porcelain Plaque Photos, Memorial Pendants & Urns for Ashes: As these are personalised items, 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, lambs for candles, crosses, frames & accessories): Customers may cancel their order at any time before the product has been dispatched by sending an email to info@natevaporcelain.com. If the order has already been dispatched, the customer will be asked to pay the cost of returning the goods.
Return policy:
Porcelain Plaque Photos, Memorial Pendants & Urns for Ashes: Returns are not accepted due to the personalised nature of these products. However, if a product arrives damaged, we will replace it upon receipt of proof of damage. We recommend that you open the package in front of the carrier to check the condition.
Other Products (Letters, Candle Lambs, Crosses, Frames & Accessories) Customers can activate the return option within 30 days of receiving the product. The cost of the return will be charged to the customer along with a 15% restocking fee.
For both cancellations and returns, please contact us by email for detailed instructions on how to proceed. We're here to help!