Refund policy

At Beyond Ashes, we understand that decisions made during times of loss are deeply personal. We’ve set out this policy to make sure any return or cancellation is handled with care, clarity, and fairness for everyone involved.

Cancelling an Order

You have the right to cancel your order under the Consumer Contracts Regulations at any time from placing it and up to 14 days after you receive it. Once you’ve let us know you wish to cancel, you then have another 14 days to return the goods.

To arrange a cancellation, please email hello@beyondashes.co.uk or phone 01278 393264 and we’ll guide you through the process to make sure your return is handled smoothly and without unnecessary delay.

Delivery Costs

Our products include complimentary next-day delivery for completed orders.
If you decide to cancel and return your purchase, the cost of the original delivery service (Large item £9.99) (Small Item £7.99) may be deducted from your refund to reflect the delivery that has already taken place.

Return shipping is the customer's responsibility. You can return your item by either:

• a) requesting collection by our courier (at your expense). Someone must be available between 9 a.m. and 6 p.m. on the day of collection; or

• b) using your own courier or Royal Mail. Please retain proof of postage in case of loss or damage in transit.

Condition of Returns

Returned goods must be unused, in their original condition and packaging, or packaging of equivalent quality. We may reduce the refund amount if an item has been handled beyond what is necessary to inspect it, or if it cannot be resold in its original state.

Non-Returnable Items

For reasons of health, safety, and dignity, we cannot accept returns of any product that has already contained cremated remains.

Refunds

Once we receive the goods (or proof that they have been sent back), we’ll issue your refund within 14 days, using the same payment method you used to make your purchase.

Fair Use Policy

Our returns policy is designed for genuine cancellations and change-of-mind situations.
While we always aim to act fairly, we may decline future orders or restrict returns if we believe the policy is being misused, for example, through repeated bulk ordering and returning that creates unnecessary costs or waste.

Faulty or Incorrect Items

If the goods you receive are faulty, damaged, or not as described, please contact us as soon as possible. Under the Consumer Rights Act 2015, you are entitled to a full refund, repair, or replacement as appropriate.