Refund policy

Lucent Ash — Return & Refund Policy

At Lucent Ash, each piece is handcrafted to honor a loved one’s memory. Because every sculpture is custom-made using the ashes provided by our customers, each item is one-of-a-kind and created with great care and intention.

Custom & Memorial Items Are Non-Returnable

All Lucent Ash creations are considered custom memorial artwork.
For this reason, we are unable to accept returns, exchanges, or cancellations once work has begun.

We take this policy seriously out of respect for:

  • the ashes entrusted to us

  • the handmade nature of the artwork

  • the uniqueness of each finished piece

Thank you for understanding.

Order Changes

If you need to update engraving details or order information, please contact us as soon as possible. Changes may be made only if work has not yet started.

Once the creation process has begun, modifications are no longer possible.

Quality & Care Guarantee

While each piece will have natural variations due to hand-craftsmanship, we guarantee that your artwork will be:

  • made with care and respect

  • created using the ashes you provide

  • crafted to professional artistic standards

If your item arrives damaged or defective, please contact us within 7 days of delivery with photos of:

  • the packaging

  • the sculpture

  • the issue or damage

We will work with you to find an appropriate resolution.

Shipping Issues

If a package is lost or damaged in transit, we will assist in opening a claim with the shipping carrier. Processing times may vary depending on the carrier’s policies.

Any unused ashes — as well as any leftover ash-infused glass — are always returned to you.

We’re Here to Support You

We understand that these pieces hold deep emotional significance. If you have questions or concerns at any point in the process, please reach out — we’re honored to help.