Refunds & Returns Policy

Last updated: February 10, 2026

We want you to be completely satisfied with your purchase. If you are not, please review our policy below.

1. Your Right to Cancel (Consumer Contracts Regulations)

If you are purchasing as a consumer, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.

To exercise your right to cancel, please contact us at:

Email: [Insert Email Address]
Phone: [Insert Phone Number]

You must notify us clearly of your decision to cancel within the 14-day period.

You then have a further 14 days to return the goods.

2. Conditions for Returns

To be eligible for a return:

  • Items must be unused and in their original condition

  • Items must be returned in their original packaging

  • You must provide proof of purchase (order number or receipt)

We reserve the right to reduce the refund amount if the value of the goods has been diminished due to handling beyond what is necessary to establish their nature, characteristics, and function.

3. Non-Returnable Items

The following items cannot be returned unless faulty:

  • Personalised or custom-made products

  • Memorial items engraved or made to order

  • Perishable goods (if applicable)

This does not affect your statutory rights if the item is faulty or not as described.

4. Return Shipping Costs

  • Customers are responsible for return shipping costs unless the item is faulty or incorrect.

  • Original shipping charges (£6.99) are non-refundable unless the entire order is faulty or incorrect.

We recommend using a tracked service for returns, as we cannot be responsible for items lost in transit.

5. Faulty or Incorrect Items

If your item is faulty, damaged, or incorrect:

  • Please contact us within 7 days of receiving your order.

  • Provide your order number and clear photographs showing the issue.

We will arrange:

  • A replacement, or

  • A full refund (including standard delivery costs), where appropriate.

6. Refunds

Once we receive and inspect your return:

  • We will notify you of the approval or rejection of your refund.

  • Approved refunds will be processed within 5–10 working days.

  • Refunds will be issued to your original payment method.

Please note that it may take additional time for your bank or card provider to process the refund.

7. Contact Us

If you have any questions about shipping, returns, or refunds, please contact:

Roxy’s Rainbow Pet Crematorium
Website: https://www.roxysrainbowpetcrem.co.uk/
Email: Roxys-rainbow@outlook.com
Phone: 07376601566