Refund policy

REFUND POLICY

Lifetime Warranty

We stand behind the quality of our craftsmanship. All American Custom Urns products come with a lifetime warranty against defects in materials and workmanship under normal use conditions. This warranty does not cover damage resulting from outdoor use, misuse, accidents, or normal wear and tear.

Returns & Exchanges

We accept returns on standard, non-customized products within 30 days of delivery. To be eligible for a return, items must be unused and in their original condition with all original packaging.

To initiate a return, please contact us at orders@americancustomurns. Once your return is approved, we will provide you with return shipping instructions. Return shipping costs are the responsibility of the customer unless the return is due to our error or a defective product.

Refunds will be processed to the original payment method within 5-10 business days of receiving the returned item.

Custom Orders & Personalized Items

Due to the personalized nature of our work, the following items are not eligible for returns, exchanges, or refunds:

• Custom-sized cremation urns made to specific dimensions
• Any urn or product with custom engraving (text, monogram, or image)
• Other personalized or made-to-order items

We encourage you to carefully review all customization details before placing your order. If you have questions about sizing or personalization, please contact us before ordering.

Damaged or Defective Items

If you receive a damaged or defective product, please contact us immediately with photos of the damage. We will work with you to resolve the issue through replacement or refund at no additional cost to you.

Questions

If you have any questions about our refund policy, please contact us at orders@americancustomurns.com