We want you to feel confident in your purchase. This page explains how returns and refunds work at Haven Casket & Monument.
Our return window
You have 14 days from the day your order arrives to request a return.
What we accept
Caskets, cremation urns, and memorial jewelry can be returned within 14 days. The item must be in brand new, unused condition, in its original packaging.
Monuments and headstones are made to order and engraved for each family. We accept returns on monuments only if they arrive with a defect. We do not accept monument returns for a change of mind.
Return shipping
You pay for return shipping, unless the product is defective. If the item is defective, we cover the return cost.
You can send the item back by courier, or bring it to our Markham showroom in person.
Damaged in shipping
If a cremation urn or casket arrives damaged from shipping, we will replace it with a new one at no cost to you. Please tell us within 48 hours of delivery and include photos of the damage. We need those photos to claim on the carrier’s insurance.
Refunds
Once we receive your return and confirm its condition, we refund the product price to your original payment method within 5 to 7 business days. We do not charge a restocking fee. The original shipping cost is not refunded on a change of mind return. Cancelling a casket that has already arrived is an exception to that rule. The cancellation fee is $200.00, including during the 14 day window. You also pay return shipping, but we refund your original shipping cost. None of this applies when a casket or urn is defective or arrives damaged. If the item is defective, you choose either a free replacement or a full refund that includes the shipping you paid. If it was damaged in shipping, we replace it at no extra cost, as set out above.
Your rights under the law
Nothing in this policy limits any rights or remedies available to you under applicable law.
How to start a return
Call us at 905-604-7555 or email info@havencasket.com with your order number. We will walk you through the next steps. Once we approve your return, please send it back or bring it in within 14 days.
Visit us
Haven Casket & Monument. 2750 14th Avenue, Unit G7, Markham, Ontario. 905-604-7555.