Refund policy

Each piece containing ashes is made especially for you, so I’m unable to accept returns or offer refunds for a change of mind.

If your piece arrives damaged, please email hello@remembranceglass.com.au as soon as possible, ideally within 14 days of delivery. Please include your order number and clear photos of the damage and packaging so I can work out what’s happened and help put it right.

I’ll arrange a replacement at no cost where appropriate, or a refund where you’re entitled to one under Australian Consumer Law. Your consumer rights apply to all purchases, including pieces made with ashes, and aren’t limited by the 14-day notification request.

For all non personalised items, I have a 7-day return policy, which means you have 7 days after receiving your item to request a return. I do not charge a restocking fee.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.  Please note that returns will need to be sent to the following address: 7 Manbari Crescent, Wanneroo, WA, 6065, Australia. 

If your return is accepted, I’ll send you instructions on how and where to send your package. Shipping will be at your own cost. Items sent back to me without first requesting a return will not be accepted. 

You can always contact me for any return question at hello@remembranceglass.com.au

Damages and issues
Please inspect your order upon receipt and contact me immediately if the item is defective, damaged or if you receive the wrong item, so that I can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item

Refunds
I will notify you once I’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact me at hello@remembranceglass.com.au.