Returns Policy

Last updated: 29 September 2026

Thank you for shopping with National Urns, a business name of Walker Funeral Group Pty Ltd (ABN 18 627 546 132). We understand that purchasing memorial products, urns and keepsakes can be deeply personal, and we want you to be completely satisfied with your purchase.

Please read our returns policy below for information about returns, exchanges and refunds.

Your rights under the Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights. The conditions below apply to change-of-mind returns only.

1. Change-of-mind returns

You may return eligible items within 30 days of receiving your delivery for a full refund or exchange.

2. Eligibility and conditions

To be eligible for a change-of-mind return, the item must be:

  • Unused and unfilled: urns, keepsakes and jewellery must be unused and must not have contained ashes or any other remains.
  • In original condition: undamaged and as you received it.
  • In original packaging: including all protective materials and tags.
  • Accompanied by proof of purchase: your order number or receipt.

3. Items that cannot be returned for change of mind

For health, safety and hygiene reasons, the following cannot be returned for change of mind:

  • Used or filled urns and keepsakes: any item that has been used or has held ashes or remains.
  • Custom and personalised products: engraved, custom-made or personalised items.
  • Clearance or final sale items: items marked as final sale.

These items are still covered by the Australian Consumer Law if they are faulty, not as described, or if we made an error with your order.

4. Damaged, faulty or incorrect items

We take great care in packaging your order. If your item arrives damaged, faulty or incorrect:

  1. Contact us as soon as possible, ideally within 7 days of delivery, at info@nationalurns.com.au.
  2. Include your order number and photos showing the damage or error, including the packaging.
  3. We will arrange a replacement or a full refund at no extra cost to you, including return shipping.

5. Return shipping and restocking fees

  • Change-of-mind returns: return shipping is your responsibility.
  • Faulty, damaged or incorrect items: we cover return shipping.
  • Pre-paid labels: on request, we can provide a pre-paid return label for a change-of-mind return. Its cost will be deducted from your refund.
  • Restocking fees: we do not charge restocking fees.

6. Refunds

Once we receive and inspect your returned item:

  1. We will email you to let you know whether your return has been approved.
  2. If approved, your refund will be processed to your original payment method within 5 to 7 business days. Processing times may vary depending on your bank or card provider.

7. How to start a return

  1. Email us at info@nationalurns.com.au with your order number and the reason for the return.
  2. We will reply with a Return Authorisation (RA) number and return instructions. Please do not send items back without one.
  3. Pack the item securely in its original packaging and send it to the address we provide.

Contact us

If you have any questions about this policy, please contact us:

National Urns (Walker Funeral Group Pty Ltd)
Email: info@nationalurns.com.au
Phone: (02) 9888 2203