Return & Cancellation Policy

1 General Returns

Products may only be returned to URNEST with our prior written approval.

We do not accept unsolicited returns. Before sending any product back, please contact us at info@urnest.eu and provide your order number and the reason for the requested return.

Once your return request has been reviewed, we will provide you with the applicable return instructions.

2 Damaged Products

Please inspect your shipment as soon as possible after delivery.

If a product has been damaged during transport, please notify URNEST within 48 hours of delivery and provide photographs of:

• the damaged product;
• the external packaging;
• the internal packaging; and
• any visible damage to the shipping box.

We will assess the claim and, where appropriate, arrange a replacement, credit, or another suitable solution.

Damage that is not reported within a reasonable period after delivery may not be accepted as a transport damage claim.

3 Defective Products

If you discover a manufacturing defect or other product defect, please contact us as soon as reasonably possible.

Please provide:

• your order number;
• the product name or reference number;
• a description of the defect; and
• photographs or other relevant information where applicable.

After reviewing the claim, URNEST may, at its discretion and subject to the applicable agreement and law, provide a replacement product, repair, credit, refund, or another appropriate remedy.

Products must not be returned until URNEST has approved the return.

4 Incorrect or Incomplete Orders

If we have supplied an incorrect product, quantity, or item, please notify us as soon as possible after delivery.

Where the error is attributable to URNEST, we will work with you to arrange the appropriate correction, which may include replacement, collection, or a credit.

5 Returns Due to Change of Mind

As a B2B supplier, URNEST does not generally accept returns simply because a customer has changed its mind, ordered the wrong product, or no longer requires the product.

Any such return is subject to prior written agreement from URNEST.

If we agree to accept such a return, the customer may be responsible for return shipping costs, handling costs, and any loss in value of the returned products. Any applicable costs will be communicated before the return is authorised.

6 Personalised and Custom Products

Products that have been personalised, engraved, modified, manufactured, or otherwise prepared specifically according to the customer's instructions cannot normally be cancelled or returned.

This includes, for example:

• personalised engravings;
• custom artwork or designs;
• products manufactured to specific customer requirements; and
• other products that cannot reasonably be resold as standard stock.

This does not affect any rights the customer may have in relation to defective or incorrectly supplied products.

7 Condition of Returned Products

Where URNEST has approved a return, products must be returned in an appropriate condition and, where applicable, in their original packaging.

Products that have been used, damaged, altered, engraved, filled with ashes, or otherwise modified after delivery may not be accepted for return unless the return relates to a defect or an error attributable to URNEST.

The customer is responsible for ensuring that approved returns are packaged adequately to prevent damage during transportation.

8 Return Shipping

Unless otherwise agreed in writing:

Customers should not return products without receiving return instructions from URNEST.

9 Refunds and Credits

Where a return or claim is approved and a refund is applicable, URNEST will process the refund using the payment method or commercial arrangement agreed with the customer.

For customers operating on account, URNEST may instead issue a credit note against the relevant invoice.

Approved returns do not automatically entitle the customer to a refund where a replacement or credit has been agreed instead.

10 Order Cancellations

Requests to cancel an order must be submitted to URNEST in writing.

An order can only be cancelled if URNEST confirms the cancellation in writing.

Orders that have already been dispatched, prepared for shipment, personalised, engraved, or placed into production may not be cancellable.

If URNEST agrees to cancel an order, any costs already incurred in connection with the order may be charged to the customer.

11 Inspection and Acceptance

The customer is responsible for inspecting the products within a reasonable period after delivery and notifying URNEST of any visible shortage, damage, incorrect item, or other apparent issue.

Acceptance of the products does not affect any mandatory rights relating to defects that could not reasonably have been discovered during an initial inspection.

12 Statutory and Contractual Rights

This Return & Cancellation Policy applies in addition to the terms agreed between URNEST and the customer, including any applicable purchase agreement, quotation, order confirmation, or general terms and conditions.

Nothing in this policy is intended to exclude or restrict any rights or obligations that cannot lawfully be excluded or restricted under applicable law.