Online returns and exchanges policy
The returns policy and process outlined below are related to online purchases only. If you purchased your item at a Funeral Home or Crematorium please click here.
Online return policy
For item(s) purchased via the Yurn website, it may be eligible for a return or exchange. Due to the sensitive nature of our items, any return or exchange is required to meet quality checks before being processed. It is the customer’s responsibility to ensure you meet the following conditions before submitting a return request:
- Your purchase has not undergone any personalisation or modification like engraving, etching, or embossing,
- Items are in their original condition, unused, and with all original packaging intact, including seal stickers for urn jewellery,
- Before returning your item, there might be a request from Yurn for photographs,
- Ensure you have the Tax Invoice,
- Your return request falls within the first 30-day period from the date of purchase,
- You are located in Australia,
- You must be the original purchaser.
Please choose carefully as we do not offer refunds or exchanges due to change of mind. Products will only be refunded, credited or replaced in accordance with our obligations under the Australian Consumer Law if the product is defective or the incorrect item was shipped.
Online return process
If your item meets the above conditions, you can submit a return or exchange request via the process below.
- Submit a request using this form. You will hear back from a Yurn representative within 3 business days.
- Once you have received approval from us, you may lodge your item at your local Post Office. Your item must be in its original condition accompanied by the Yurn Tax Invoice and original packaging. We recommend opting for parcel insurance as Yurn is not liable for items damaged or lost in transit. Return postage is at the expense of the original Purchaser.
- You will receive an email notification when Yurn has received your return parcel. It will then undergo quality assessment and if approved, your refund or exchange will be processed within 10-15 business days.
Returns approved for a refund must be shipped to our returns facility and cannot be refunded at a Funeral Home or Crematorium. Returns processed as a refund will be processed in the form of the original tender to the purchaser. At this time, Yurn does not issue gift receipts.
Need help?
For more information, please get in touch with the Client Care Team on 0400 000 000 or via our Contact Page.