Refund policy

Final Embrace can work with you to ensure you get the product you want for your loved one. If you would like to exchange your casket or order a different one, you can do so before it leaves our warehouse to avoid re-stocking fees, delivery and handling charges.

If you would like to return, exchange, or cancel for any reason, you may do so using the following process:

  1. Contact our customer support team to discuss your options and initiate the process.
  2. It is important to note that returning or exchanging a product that is not damaged or incorrectly despatched, will incur extra fees; delivery and handling costs to collect £250.00 and handling 5% of original order value.
  3. Upon receiving the product back, the goods will be inspected and once approved, Final Embrace will process the refund within 3 business days (may take up to 7 business days to appear in your account), deducting any applicable fees.
  4. Kindly be aware that returns exceeding 14 days, missing original packaging or damaged will not be refunded.
  5. The product must not have had a loved one placed in it under any circumstances, by your funeral directors.

We reserve the right to refuse you returning an item and/or a full refund if any items do not meet the above criteria.

There are certain situations where a full refund may be refused or only partial refund issued, these include:
– Any item not in its original condition, is damaged or missing parts or packaging for reasons not due to our error.
– Any item that is returned more than 14 days after delivery.

Personalized Items and Refunds: (exemption) 

• Personalized items are typically exempt from the standard 14-day return policy because they are made to your specifications and cannot be resold. 

• If a personalized item is faulty or not as described, you are still entitled to a resolution. 

• Examples of faulty or not as described issues: if the personalization is incorrect, the item is damaged, or the size significantly differs.

Please be aware that collection of the goods will be arranged by Final Embrace.