Refund policy

Please call us on (888) 985-9255 before returning anything. Most problems are quicker to fix over the phone, and we would rather sort it out than have you pay to ship a casket back.

Before your casket ships

If you need to change your order or cancel it before the casket has left our warehouse, there is no charge at all — no restocking fee, no shipping or handling. Call us as soon as you know. Many caskets ship the same day they are ordered, so the sooner you call, the more likely this applies.

After it has shipped or been delivered

To return, exchange or cancel once the casket is in transit or delivered:

Call (888) 985-9255 or email info@discount-caskets.com so we can go through your options and start the process.
For a cancellation, send written notice to info@discount-caskets.com.
Repack the casket in its original packaging. We will arrange the return shipment.

You have 10 days from the date of purchase to return an unused casket in its original condition. We cannot offer a refund or exchange after that.

Returns must reach our warehouse no later than 10 days from the date of your written cancellation notice. Returns arriving after that, or arriving damaged, cannot be accepted.

What a return costs

A return or exchange after dispatch is subject to:

the outbound shipping and handling we incurred to your delivery address, where you paid for Overnight delivery;
the cost of the return shipment; and
a 35% restocking fee calculated on the original invoice amount.

These are deducted from your refund rather than billed separately.

If it arrives damaged

Inspect the casket when it arrives. If it is damaged, refuse the delivery and call us immediately — we will arrange a replacement or a refund, and there is nothing for you to pay. Keep the original packaging either way; we need it for any return.

Refusing delivery of an undamaged casket is treated as a cancellation, and the fees above apply.

Delivery changes

Caskets typically leave the warehouse within one to two business days; delivery is then 2 to 3 business days on free standard shipping, or the next business day on Overnight. Once a casket has shipped, the delivery cannot be paused or delayed, so please let the funeral home know it is coming.

If delivery cannot be completed because the address was wrong or incomplete, it is treated as a cancellation and the fees above apply. To correct or redirect a delivery, call us straight away.

Refunds

Once the casket is back with us we inspect it and let you know the outcome. Approved refunds are issued to the original payment method within 7 to 10 business days of the casket arriving at our warehouse, less the fees set out above.

Custom orders

A casket made or finished to your specification is not generally returnable or exchangeable where it has been supplied as specified and on time. If something is wrong with it, call us — we would rather find a solution than stand on the wording of a policy.

Disputed charges

If you believe a charge is wrong, please call us first. We can almost always resolve it faster than a bank can, and a chargeback raised against a correct charge can attract processing and bank fees that we are entitled to recover.