Refund policy
Last updated: July 15, 2026
Graceful Urns offers a 30-day voluntary return policy for eligible, non-personalized products. You must contact us within 30 days after receiving your order to request a return.
This policy does not limit any mandatory consumer rights available under applicable law.
Return Eligibility
To qualify for a voluntary change-of-mind return, the product must:
- Be unused and in its original condition
- Not have been engraved, personalized, altered, or damaged
- Not have been used to hold cremated remains or ashes
- Include all accessories supplied with the product
- Be returned in its original packaging where reasonably possible
- Include the order number or other proof of purchase
An urn that has been used to hold ashes cannot be accepted as a change-of-mind return. This restriction does not affect your rights if the product was damaged, defective, incorrect, or not as described.
Requesting a Return
To request a return, contact us at:
Email: info@gracefulurns.com
Please include:
- Your name
- Order number
- The product you wish to return
- The reason for the return
- Photographs where relevant
If your return is approved, we will provide return instructions.
Products sent back without first requesting and receiving return instructions may not be accepted.
Approved returns should be sent to:
Graceful Urns
Gali No. 01, 48K, Chamunda Gali
Kari Ameer Ali Chowk, Barwalan
Moradabad, Uttar Pradesh 244001
India
The customer is responsible for ensuring that the parcel is securely packaged, correctly addressed, and returned according to our instructions.
Return Shipping
Customers are responsible for return shipping costs for voluntary change-of-mind returns.
We strongly recommend using a tracked and insured shipping service. Graceful Urns is not responsible for returned products that are lost, damaged, or not delivered to us.
If a product arrived damaged, defective, incorrect, or materially different from its description because of our error, we will cover reasonable return shipping costs where a return is required.
Please contact us before returning a damaged, defective, or incorrect product, as we may provide different instructions or arrange an alternative solution.
DDP Shipping and Return Charges
Original international orders are shipped using Delivered Duty Paid, or DDP, service to supported destinations.
Under our DDP arrangement, Graceful Urns pays the normal import duties, import taxes, and customs-clearance charges applicable to the original shipment. Customers should not normally be required to pay these charges when the parcel is delivered.
If a courier asks you to pay import duties or taxes for an original DDP shipment, contact us at info@gracefulurns.combefore making payment so that we can investigate the charge.
Our DDP arrangement applies to the original delivery from Graceful Urns to the customer. It does not include the cost of voluntarily returning a product to India.
For voluntary returns, customers are responsible for:
- Return shipping charges
- Return insurance
- Address-correction or handling charges caused by incorrect return information
- Return-related carrier or customs charges caused by failure to follow our return instructions
Please follow the return instructions we provide, including any instructions for identifying the parcel as returned merchandise.
Normal outbound DDP duties, import taxes, and customs-clearance charges paid by Graceful Urns for the original delivery will not be deducted from the refund for an approved eligible return.
Actual return-related customs, storage, brokerage, or carrier charges incurred because the customer did not follow our return instructions may be deducted from a voluntary-return refund where permitted by law.
Original Shipping Charges
Standard shipping is offered free of charge to destinations available during checkout. Therefore, there is no separate standard outbound shipping charge to refund or deduct from the product refund.
If the customer selected and paid for an optional premium or upgraded shipping service, that additional charge may be non-refundable for a voluntary return, except where applicable law requires otherwise.
If the return is required because the product was damaged, defective, incorrect, or materially different from its description due to our error, any applicable shipping charges will be handled according to applicable consumer-protection law.
No Restocking Fee
Graceful Urns does not charge a restocking fee for an approved eligible return.
A refund may still be reduced for an actual loss in value caused by use, damage, missing accessories, inadequate return packaging, or failure to follow the return instructions, where permitted by law.
Damaged, Defective, or Incorrect Products
Please inspect your order as soon as reasonably possible after delivery.
If the product is damaged, defective, incorrect, or materially different from its description, contact us at info@gracefulurns.com as soon as possible.
Please provide:
- Your order number
- A description of the problem
- Clear photographs of the product
- Photographs of the inner and outer packaging
- A photograph of the shipping label where relevant
Please keep the product and all packaging until we have reviewed the issue and provided instructions.
After reviewing the case, we will provide an appropriate solution, which may include:
- A replacement
- Repair where appropriate
- A partial refund
- A full refund
- Another remedy required by applicable law
We will not require the customer to pay reasonable return shipping costs where a return is necessary because of our error.
Personalized and Custom Products
Products that are personalized, engraved, customized, or made to the customer’s specifications are not eligible for change-of-mind returns, refunds, or exchanges.
This includes products personalized with:
- Names
- Dates
- Messages
- Photographs
- Symbols
- Custom colors
- Customer-requested layouts or designs
Customers are responsible for checking all spelling, dates, photographs, and personalization instructions before submitting an order or approving a preview.
Personalized or customized products may still qualify for a replacement, refund, repair, or another appropriate remedy if they:
- Arrive damaged or defective
- Are materially different from the product ordered
- Contain an error made by Graceful Urns
- Do not match the personalization information supplied or approved by the customer
We are not responsible for spelling mistakes, incorrect dates, unsuitable photographs, or other inaccurate information provided or approved by the customer.
Personalized products and products made to the customer’s specifications are generally excluded from statutory change-of-mind cancellation rights in the United Kingdom. Rights relating to faulty, damaged, incorrect, or misdescribed products remain unaffected.
Cancellations
To request an order cancellation, contact us at info@gracefulurns.com as soon as possible.
We will try to cancel the order when possible, but cancellation cannot be guaranteed after fulfilment has begun.
An order may no longer be eligible for cancellation after it has been:
- Engraved or personalized
- Manufactured or finished according to customer instructions
- Packed for dispatch
- Transferred to the courier
- Shipped
Once work has started on a personalized or customized product, cancellation may not be possible.
If an eligible cancellation is approved after payment has been collected, the refund will be issued to the original payment method.
Exchanges
We do not offer direct exchanges.
If your return is approved, you may return the eligible product for a refund and place a new order for the product you prefer.
Damaged, defective, or incorrect products may be replaced where appropriate.
Refunds
After we receive and inspect the returned product, we will notify you whether the refund has been approved.
If approved, the refund will be issued to the original payment method, normally within 10 business days after approval.
For voluntary returns, the refund may be reduced by the following actual costs or loss in value where applicable and permitted by law:
- Return shipping charges paid by Graceful Urns on the customer’s behalf
- Return-related customs or carrier charges caused by failure to follow return instructions
- Address-correction, storage, or handling charges
- Loss in value caused by use or damage
- Missing accessories
- Damage caused by inadequate return packaging
We do not charge a restocking fee.
Normal outbound DDP duties, taxes, customs-clearance charges, and standard shipping costs will not be deducted from an approved eligible return refund.
No deductions will be made where prohibited by applicable consumer-protection law.
Your bank, card issuer, Shopify, or payment provider may require additional time to post the refund to your account.
If more than 15 business days have passed since we confirmed that your refund was issued, contact us at info@gracefulurns.com.
The refund deadline for an eligible United Kingdom statutory cancellation is explained below and will apply where it provides the customer with an earlier mandatory deadline.
United Kingdom 14-Day Cancellation Right
Where applicable, customers receiving eligible online orders in the United Kingdom may notify us that they wish to cancel within 14 days after receiving the product.
After notifying us, the customer must return the eligible product within a further 14 days.
The UK statutory cancellation right generally does not apply to clearly personalized products or products made to the customer’s specifications. This exclusion does not affect the customer’s rights if the product is faulty, damaged, incorrect, or not as described.
For an eligible UK statutory cancellation:
- The customer is normally responsible for direct return shipping costs.
- We will refund the product price.
- Where the customer paid for delivery, we will refund the cost of the least expensive standard delivery option offered.
- Additional premium or upgraded delivery charges may not be refunded.
- We may reduce the refund for loss in value caused by handling beyond what would reasonably be permitted when examining the product in a shop.
- We may withhold the refund until we receive the returned product or receive evidence that it has been sent back, whichever occurs first.
The refund will be issued without undue delay and within the deadline required by applicable UK law.
Nothing in this section limits rights relating to products that are faulty, damaged, incorrect, or not as described.
Contact Information
Questions about returns, refunds, cancellations, or damaged products may be sent to:
Graceful Urns
Gali No. 01, 48K, Chamunda Gali
Kari Ameer Ali Chowk, Barwalan
Moradabad, Uttar Pradesh 244001
India
Email: info@gracefulurns.com
Phone/WhatsApp: +91 7830128157
Business Hours:
Monday–Friday
9:00 AM–6:00 PM IST
Closed on Saturdays, Sundays and Indian public holidays.