STONLIF Refund & Returns Policy

Last updated: May 9, 2026

We hope every STONLIF urn finds the right home the first time. If something is not right with your order, this policy explains how we handle returns, refunds, and damaged pieces.

We approach every return with care, knowing that the reasons behind one are often deeply personal.

14-Day Return Window

You may return any STONLIF urn for a refund within 14 days of delivery, provided:

• The urn has not been used (i.e., has not held cremated remains).
• The urn is not engraved or personalised.
• The urn is in its original condition and original packaging.

This applies to every order, regardless of reason. You do not need to justify or explain a return — sometimes plans change, and we understand.

What Cannot Be Returned

Some pieces are final sale and cannot be returned, except in the case of damage or our error:

• Engraved or personalised urns — once engraving has begun, the piece is yours.
• Used urns — urns that have held cremated remains cannot be returned, for reasons of dignity and hygiene.

If you are uncertain about a piece, please reach out before placing the order. We are glad to help you decide and can recommend pieces based on your needs.

How to Start a Return

To return a piece:

• Email us at contact@stonlif.com within 14 days of delivery.
• Include your order number and a brief note about the return (no detail required).
• We will reply within 2 business days with a return shipping address and instructions.
• Pack the urn in its original packaging and ship it back. Use a tracked service.
• Once the urn arrives back with us in original condition, we will issue your refund.

Return Shipping Costs

• For non-defective returns (you changed your mind, ordered the wrong size, etc.), the cost of return shipping is the customer’s responsibility.
• For damaged or defective items, we cover all return shipping costs.

There is no restocking fee on any return.

Refunds

Once we receive your returned urn and confirm it is in original condition:

• Your refund will be processed within 5 to 7 business days.
• The refund is issued to the original payment method used for the order.
• Depending on your bank, the refund may take an additional few business days to appear on your statement.

You will receive an email confirmation when the refund has been issued.

Damaged on Arrival

If your urn arrives damaged in transit, we will replace it free of charge.

To request a replacement:

• Email us at contact@stonlif.com within 7 days of delivery.
• Include your order number, photos of the outer packaging, and photos of the damaged piece.
• We will arrange a free replacement immediately and provide instructions for the damaged item if return is needed.

You do not need to ship the damaged urn back at your expense. We cover return shipping for any damaged or defective item.

Defective or Personalised Flaws

If you receive a personalised piece with a clear engraving error, finishing flaw, or our mistake, we will remake the piece free of charge. Email us at contact@stonlif.com within 7 days of delivery with photos and your order number.

Exchanges

We do not currently process direct exchanges. If you would like a different piece, please return your original order following the steps above and place a new order for the replacement piece.

When Plans Change

We know that for many of our customers, plans can change unexpectedly. If circumstances have shifted and an urn is no longer needed — even if the reason is sensitive — our standard 14-day return window applies. You do not need to explain.

Contact

For any return or refund question:

• Email: contact@stonlif.com

We respond within 2 business days.