Refund policy
RETURNS & REFUNDS
This policy applies to all CemeteryCrypt orders unless mandatory consumer law in your country provides additional rights.
All CemeteryCrypt products are handmade and made to order. We do not hold finished stock. Each item is produced specifically after the customer places an order, based on the product, size, design, variant, and options selected at checkout.
ORDER ISSUES
If there are any problems with your order, please contact us as soon as possible so we can review the issue and help resolve it.
Email: cemeterycrypt@gmail.com
Please include your order number, the email address used at checkout, clear details of the issue, and photographic evidence where relevant.
CHANGE-OF-MIND RETURNS
Due to the handmade and made-to-order nature of our products, we do not accept returns, refunds, or exchanges for change of mind, incorrect size selection, incorrect product selection, unwanted items, or personal preference once an order has been placed and production has begun.
Please check all product details, sizing, shipping information, and order details carefully before placing your order.
ORDER CHANGES OR CANCELLATIONS
If you need to request a change or cancellation, please contact us as soon as possible.
Email: cemeterycrypt@gmail.com
Orders may be cancelled within 1 hour of purchase, provided production has not already started.
After this period, order changes or cancellations are not guaranteed and can only be reviewed if production has not already begun. Once production has started, we may not be able to cancel, change, refund, or exchange the order.
DAMAGED, FAULTY, OR INCORRECT ITEMS
This policy does not affect your legal rights if an item arrives faulty, damaged, or incorrect.
If your item arrives damaged, faulty, or incorrect, please contact us as soon as possible with your order number and clear photographic evidence.
We will review the issue and, where appropriate, offer a suitable resolution. This may include a replacement, partial refund, or refund depending on the circumstances.
Please do not return any item without contacting us first. Items returned without prior approval may not be accepted.
APPROVED RETURNS & REFUNDS
If a return is approved by us, we will provide return instructions by email.
Customers are responsible for return postage for approved non-fault returns, unless the return is due to a faulty, damaged, or incorrect item.
Customers are responsible for ensuring that approved returns are packaged safely and returned using a tracked service. We are not responsible for returned items that are lost, damaged, or delayed in transit.
If a refund is approved, it will be processed to the original payment method. Please allow up to 7 business days for us to process an approved refund once the returned item has been received and inspected, where a return is required. Your bank or payment provider may take additional time to make the funds available.
EU WITHDRAWAL / CANCELLATION REQUESTS
EU customers may contact us to submit a withdrawal or cancellation request.
EU Withdrawal / Cancellation Request
If the link does not open, please email us directly at cemeterycrypt@gmail.com with the subject “EU Withdrawal / Cancellation Request”.
Please include your full name, order number, the email address used at checkout, the product ordered, the date ordered, the date received if applicable, and a clear statement that you wish to cancel or withdraw from the contract.
Because CemeteryCrypt products are handmade and made to order, withdrawal or cancellation requests will be reviewed against the status and nature of the order.
Where applicable law allows, products that are non-prefabricated, handmade to order, made to the customer’s specifications, personalised, customised, or produced specifically for the customer’s selected requirements may be exempt from standard change-of-mind cancellation or withdrawal rights.
This does not affect your legal rights if an item is faulty, damaged, or incorrect.
RETURNED ORDERS
Orders returned to us due to incorrect shipping information, failure to collect, refused delivery, or delivery issues outside our control are not eligible for refunds.
Once a returned order is received by us, we will contact the customer using the email address provided at checkout.
Customers will have 40 days from the date we contact them to arrange reshipping. After this timeframe, we cannot continue to hold the order and reshipment will no longer be possible.
Refunds will not be issued for returned orders under these circumstances.
CONTACT
For all return, refund, cancellation, or order issue enquiries, please contact:
Email: cemeterycrypt@gmail.com
