Policy Summary
- Return Window: 30 Days from delivery
- Return Method: By Mail or Local Collection (Perth Metro)
- Shipping Cost: Customer responsibility (Change of mind) / $0 (Defective)
- Restocking Fee: $0.00
- Condition: New / Unused / Original Packaging
The A Cut Above Guarantee
Established 2017 | Maida Vale Workshop
Every memorial is handcrafted with precision in our Maida Vale workshop. Our reputation is built on the integrity of our joinery and your total peace of mind.
1. The Fit Guarantee
We guarantee a precision internal fit for standard Australian cremation liners in our Human Urns and specific weight capacities for our Pet Urns. If the internal dimensions do not meet the architectural specifications promised, we will either correct the issue, replace the item, or provide a full refund..
2. Workmanship & Integrity
We work exclusively with 12mm solid timber walls and premium joinery. If there is any defect in the craftsmanship or structural integrity of the memorial, we will replace the item or provide a full refund at no cost to you.
3. Natural Timber Variations
As we work with 100% solid Australian Hardwood timber, the grain pattern and colour depth of your urn will be unique.
- Natural grain variation, colour variation, and character marks are not considered defects.
- These features are the hallmark of authentic solid timber and distinguish our artisan work from mass-produced veneers.
4. Returns Process
To support families, we offer prompt dispatch on in-stock items. If you need to initiate a return:
- Contact us within 30 days of delivery to begin the process.
- Original Packaging: For mail returns, the memorial must be returned in its original double-walled packaging to protect the finish.
- Local Returns: Perth Metro customers can arrange a local collection or drop-off to avoid return shipping.