Cancellations, returns and how refunds are issued
Effective date: 17 September 2026
You may cancel a scheduled service at any time before it is performed and receive a full refund of any amounts paid for services not yet performed. Because of their nature, cremation and aquamation services cannot be refunded once they have been carried out.
Urns, frames and other non-personalised merchandise may be returned within 30 days of delivery, unused and in original condition, with proof of purchase. Personalised and custom items, including engraved urns, engraved keepsakes, paw prints, nose prints and fur or hair keepsakes, are made for your pet and cannot be returned unless they arrive damaged or defective.
If an item arrives damaged or defective, contact us within 7 days of delivery and we will replace it or refund it, whichever you prefer.
Approved refunds are issued to the original payment method within 5 to 10 business days. Nothing in this policy limits the rights you have under the consumer protection laws that apply to you. To request a return or refund, contact us:
Phone: 0161 503 1579
Email: info@legacypets.com
Address: 2 Riders Gate, Bury, BL9 7RD