Return & Refund Policy

At Starlight Urns, we take great care in crafting each piece of cremation jewelry to honor your loved one’s memory. Your satisfaction and peace of mind are very important to us. Please review our return policy below for details on eligible returns, exchanges, and custom items.

Eligibility for Return

• Items must be returned within 14 calendar days from the date of purchase (or date of delivery) to be eligible for a refund or exchange.

• To be eligible, the item must be unused, in the same condition that you received it, and in its original packaging (including any tags, stickers or accessories).

• Proof of purchase (order number, receipt or invoice) is required.

 Non‑Returnable Items

Certain items are exempt from being returned or refunded. These include (but may not be limited to):

• Items marked as “Final Sale”, “Clearance”, or discounted to a heavily reduced price.

• Custom‑made or personalized items (unless damaged or defective).

• Items that have been used, altered, or damaged by the customer (not due to our error).

• Any item not in its original condition, or with missing parts or packaging.

Non-Customized Products

We accept returns and exchanges on all non-customized items within 14 days of delivery.
To qualify for a return:

• The item must be unused, unworn, and in its original packaging.

• Proof of purchase is required.

Once your return is received and inspected, we’ll issue a refund to your original payment method with 7 days. Please note that original shipping costs are non-refundable.

Customized and Ash-Infused Jewelry

Because each custom or ash-infused piece is uniquely crafted with personal materials, these items are non-returnable and non-refundable once production has begun.
If your piece arrives damaged or does not meet the specifications of your order, please contact us immediately so we can make it right. We stand behind the quality of our craftsmanship and will work with you to resolve any issues.

Damaged or Defective Items

• If you received a damaged or defective item, please contact us immediately at support@starlighturns.com with your order number and a photo of the defect.

• We may ask you to return the item or provide proof of damage. Upon verification, we will either replace the item or issue a refund (including shipping cost, if applicable).

Return Process

In order to complete your return:

• Contact us at support@starlighturns.com within the 14 day return window to request a Return Merchandise Authorization (RMA) or similar return approval. Include your order number and reason for return.

• Once your return is approved, securely pack the item in its original packaging and mail it to the address we provide.

• The cost of return shipping is the responsibility of the customer unless the return is due to our error (for example, wrong item shipped or item defective).

• We recommend using a trackable shipping service or purchasing shipping insurance for your return, as we cannot guarantee that we will receive your returned item.

Refunds

• Once your return is received and inspected, we will notify you via email of our approval or rejection of your refund.

• If approved, we will process the refund to your original payment method within 7 days. The time it takes for the refund to appear in your account may vary by your payment provider.

• Shipping costs (original or return) are non‑refundable unless the return is a result of our error.

• If an item is returned after the 30‑day window, we may at our discretion offer store credit instead of a refund.

Exchanges

Please note: Starlight Urns does not accept exchanges. If you are not satisfied with your purchase, you may return the item for a refund according to the policy above.