Refund policy

Academy Cremation Urns is committed to providing high-quality products and ensuring customer satisfaction. This policy outlines our terms regarding returns, exchanges, and refunds in compliance with Australian Consumer Law (ACL).

1. Change of Mind Policy

We understand that circumstances may change. While we do not offer refunds for change of mind, we do provide store credit under the following conditions:

  • You must notify us within 5 days of receiving your order if you wish to return an item for store credit.
  • The item must be unopened, unused, and in its original condition and packaging (i.e., it must be considered new and resaleable).
  • The return must be at your expense, including all shipping costs.
  • Once we receive and inspect the returned item, we will issue a store credit for the product’s purchase price (excluding shipping costs).

How to Request a Change of Mind Return:

  1. Contact us at mail@academyfunerals.com.au, or 07 3261 8222, within 5 days of receiving your order.
  2. Provide your order number and reason for the return.
  3. Once approved, we will provide return instructions.
  4. The item must be returned via tracked shipping to ensure safe delivery.
  5. Upon receiving and inspecting the item, we will issue your store credit.

2. Faulty, Damaged, or Incorrect Items

In accordance with Australian Consumer Law, you are entitled to a repair, replacement, or refund if an item:

  • Arrives damaged or faulty.
  • Is significantly different from what was advertised.
  • Is incorrect (i.e., not what you ordered).

If you receive a faulty, damaged, or incorrect item:

  • Contact us within 5 days of receiving your order at mail@academyfunerals.com.au with your order number and clear photos of the issue.
  • We will assess the issue and offer a repair, replacement, or refund, depending on the situation.
  • If a return is required, we will cover reasonable return shipping costs.

3. Refunds

Refunds will only be issued under the following circumstances:

  • The item is faulty, damaged, or incorrect and cannot be reasonably repaired or replaced.
  • We are unable to fulfill your order.

Refunds will be processed using the original payment method and may take up to 5-10 business days to appear in your account.

4. Exclusions (Items That Cannot Be Returned or Refunded)

The following items cannot be returned, exchanged, or refunded:

  • Any personalised or custom-made urns.
  • Urns that have been used, altered, or removed from original packaging.
  • Items returned outside the 5-day notification period for change-of-mind credit.
  • Items that are damaged due to misuse, improper handling, or external factors beyond our control.

5. Contact Us

For all return and refund enquiries, please contact us at:
📧 Email: mail@academyfunerals.com.au
📞 Phone: 07 3261 8222
📍 Address: PO Box 408, Lawnton Queensland 4501