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Last updated: 08 April 2026

We want you to be completely satisfied with your purchase from Cambridge Ceramics. If for any reason you are not happy, we offer a straightforward 30-day return window in accordance with UK consumer law.

Our promise: No-questions-asked returns within 30 days of receiving your order, as long as the item is unused and in its original condition.

Eligibility for Returns

To be eligible for a return, the following conditions must be met:

  • The item must be unused and in its original condition
  • It must be returned in its original packaging or equivalent protective packaging
  • Proof of purchase, such as your order confirmation email, must be provided
  • The return must be requested within 30 days of receiving your order

Non-Returnable Items

Unfortunately we cannot accept returns on the following:

  • Pet memorial urns that have been used
  • Items damaged through misuse or neglect
  • Custom or personalised items
  • Gift cards or downloadable digital products

Refunds

Once we receive your returned item and inspect its condition, we will notify you whether your refund has been approved. If approved, the refund will be issued to your original payment method within 5 to 10 working days. Please allow additional time for your bank or payment provider to process the refund.

Return Shipping

Return postage costs are the responsibility of the buyer, unless the item arrived damaged or faulty. We recommend using a tracked delivery service, as we cannot be held responsible for items lost in transit.

Damaged or Defective Items

If your item arrived damaged or defective, please contact us within 7 days of delivery at support@cambridge-ceramics.com with photographs and details of the issue. We will arrange a replacement or full refund at no cost to you.

Order Cancellations

If you need to cancel your order, please contact us within 24 hours of placing it. If your order has not yet been dispatched, we will cancel and refund it in full. Please email support@cambridge-ceramics.com or call us on 01642 200 734 as soon as possible.

How to Start a Return

To initiate a return, please email us at support@cambridge-ceramics.com with the subject line: Return Request — [Your Order Number]. We will provide the return address and instructions promptly.

Your Statutory Rights

This policy does not affect your statutory rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015.

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