At Rainbow Bridge Pet Funerals, we understand that every item purchased is connected to the memory of a much-loved companion. We approach all returns and exchanges with care, fairness, and sensitivity.

Memorial Products (Urns, Caskets, Jewellery & Keepsakes)
If you have purchased a memorial product and wish to return it, the following terms apply:

• Items must be returned within 14 days of delivery
• Products must be unused, in their original condition, and in original packaging
• You are responsible for return postage costs unless the item is faulty or incorrect

Once the item is received and inspected, a refund will be processed to your original payment method.

Personalised & Custom Items
Unfortunately, we are unable to accept returns or offer refunds on:

• Personalised items (including engraved urns or jewellery)
• Custom-made keepsakes (including items containing ashes, fur, or other inclusions)

These items are created specifically for you and cannot be resold.

Faulty or Incorrect Items
If your order arrives damaged, faulty, or incorrect, please contact us as soon as possible (within 48 hours of delivery). We will arrange a replacement or refund where appropriate.

We may ask for photographs to help resolve the issue quickly.

Services (Cremation & Aftercare)
Due to the nature of the services we provide:

• Cremation and aftercare services are non-refundable once carried out
• If you need to cancel or amend a booking, please contact us as soon as possible and we will do our best to help

Refunds
Approved refunds will be processed within 5–7 working days of receiving the returned item.

If you have any questions or concerns, please don’t hesitate to contact us. We’re here to help, and we’ll always do our best to support you with care and understanding.