Returns and exchanges
What is legendURN’s return policy?
At legendURN, we stand behind our products, our service and you, our valued customer. We understand that choosing an urn, memorial jewellery item or other remembrance product is a personal decision. Sometimes an item may not be exactly what you expected, or you may need to choose a different product.
On this page, you can read how to return an order from Ireland, how to use our DHL return service, which items can be returned and what to do if an item arrives damaged or incorrect.
Good to know: many products can be returned within 30 days after receipt, provided they are unused, undamaged, complete and returned in their original packaging where available, or in equally protective packaging. Custom-made items, personalised items, engraved products and items that have had ashes placed in them cannot be returned or exchanged.
Returns in brief
The most important return information is summarised below.
| Topic | Information |
|---|---|
| Return conditions | Many products can be returned when they meet the return conditions described on this page. |
| Condition of the item | The product must be unused, undamaged, complete and returned in its original packaging where available, or in equally protective packaging. |
| Return method | For consumer returns from Ireland, you can usually create a DHL return label through our online return portal. |
| Return costs | For consumer returns from Ireland through our DHL return portal, legendURN does not charge a separate return shipping fee. |
| Customs documents | For returns from Ireland to the Netherlands, customs documents are normally not required because both countries are within the European Union. |
| Exceptions | Custom-made, personalised, engraved or ashes-filled items cannot be returned or exchanged. |
Which items can be returned?
Many products can be returned if they are unused, undamaged and complete. Please return the item in the original packaging where available. If the original packaging is no longer available, please use packaging that protects the item just as carefully.
Please pack the product with great care. Many urns and memorial products are fragile, including ceramic urns, glass urns, porcelain urns, natural stone urns, handmade urns and memorial jewellery. Good packaging helps prevent damage during the return shipment.
Which items cannot be returned?
Some products cannot be returned or exchanged. This applies especially to items that have been made, changed or personalised specifically for you.
- custom-made items;
- personalised products;
- engraved items;
- items that have had ashes placed in them;
- products that are damaged, used or incomplete when returned.
If you are unsure whether your item can be returned, please contact us before sending it back. We will be happy to check this with you.
How can I return an order?
In cooperation with DHL, we offer an online return service for many consumer returns from Ireland. Please follow the steps below so we can process your return correctly.
1. Create and print your DHL return label
You can generate and print a DHL return shipping label through our online return portal. Please follow the instructions in the portal and check that your order details are correct.
Print the return label and attach it clearly to the outside of the parcel. Please remove or cover any old shipping labels to avoid confusion during transport.
2. Fill in the return form and pack the parcel carefully
To help us process your return, please complete the return form as fully as possible and place it inside the parcel.
Pack the product carefully. If possible, use the original packaging. If the original packaging is no longer available, please use equally protective packaging. Fragile products should be protected well enough to reduce the risk of damage during return transport.
3. Drop off the parcel at a DHL Service Point
After attaching the DHL return label, you can take the parcel to your nearest DHL Service Point or another DHL drop-off location shown by the return portal.
Please keep the drop-off receipt and tracking information until your return has been received and processed. This helps us trace the parcel if there is a delay or question about the return shipment.
Important: please use the return label generated through the return portal where possible. If you choose another return method without prior agreement, additional costs, delays or tracking issues may be your responsibility.
Returns address for business partners or manual returns
Business partners, or customers who have been instructed by our customer service team to return a parcel manually, can use the address below. Please always include the completed return form inside the parcel.
legendURN
Returns department
Roggemole 8-14
8531 WB Lemmer
The Netherlands
If you are unsure whether to use the DHL return portal or return the parcel manually, please contact us before sending the item back.
Refund of the purchase amount
Once your return has arrived, we will carefully check the item. If the return is accepted, we usually refund the purchase amount within 7 working days after receiving the returned product, and always in accordance with applicable consumer law.
The refund will normally be made to the original payment method used for the order. Your refund will be based on the actual purchase price paid. If an item was purchased during a sale or promotion, the refund will be for the amount actually paid, not the original retail price.
Depending on your bank, card provider or payment provider, it may take additional time before the refund appears on your account or statement.
What should I do if I received a damaged product?
We are very sorry if an item has arrived damaged. Please contact us as soon as possible and send photos of the following:
- the damaged item;
- the outer parcel;
- the inner packaging and protective materials;
- the shipping label on the box.
Please send the photos to info@legendURN.co.uk and include your order number. You can also reply directly to your order confirmation email.
With these photos, we can assess the situation and let you know whether the item needs to be returned or whether another solution is possible. Please do not dispose of a damaged item until you have contacted us and received further instructions.
Of course, we will look for a suitable solution, such as a replacement shipment, repair, refund or another option where appropriate.
What should I do if I received the wrong product?
If you have received the wrong product, please contact us before returning it. If possible, send us a photo of the product received, the packaging and the shipping label.
We will review the situation and explain the correct return or exchange procedure. Please do not send the item back before we have confirmed the next steps.
Statutory rights
This page explains our practical returns process and our additional service conditions. Nothing on this page limits or excludes any statutory rights you may have under applicable consumer law, including rights relating to faulty, damaged, misdescribed or incorrectly supplied goods.
Questions about returns?
If you have any questions or concerns about returning an item, a damaged shipment, a wrong product, the DHL return label or return conditions, please contact us. We are happy to help.
You can reach us by filling out the contact form, by sending an email to info@legendURN.co.uk or by calling +44 808 169 4319.
