Mont Arbor Refund, Cancellation & Return Policy

Last Updated: August 2026

Because every Mont Arbor urn and sculpture is a one-of-a-kind heirloom tailored specifically to your loved one, our cancellation, return, and refund policies reflect the bespoke nature of our studio work.

Cancellations & Refunds Before Sculpting

  • Full Refund Window: You are eligible for a 100% full refund if you request a cancellation before the physical carving or sculpting process begins on your piece (typically within 5 days of the order being received.)

  • Once Sculpting Begins: Once our artisans have started the sculpting, hand-turning, or relief-carving phase of your piece, project costs and materials are fully committed. Any cancellation requests made after this point are evaluated strictly on a case-by-case basis, with the standard outcome being that no refund can be provided.

No Returns or Refunds on Completed Custom Work

Once an urn or sculpture has been created and shipped, we do not accept returns or issue refunds, except in cases of verified physical defect or transit damage.

To ensure complete transparency and eliminate surprises:

  • Design & Finishing Checkpoints: We send you detailed progress photos of your urn during both the initial design phase and the final finishing stages before shipment. This ensures you know exactly how the form, relief, and finish look before the piece leaves our studio.

  • Artistic Interpretation: Subtle natural variations in hardwood grain, coloration, and the artistic interpretation of your reference photos are inherent to fine craftsmanship and do not constitute defects. Subjective artistic preferences or changes of mind once a piece is completed are not eligible for refunds or returns.

Defective Items & Studio Guarantee

We stand firmly behind the structural integrity and museum-grade quality of our work. If your urn arrives with a genuine physical defect or craftsmanship failure (such as a compromised vessel wall, defective threading, or structural damage):

  • Resolution: We will, at our discretion, either replace the piece entirely at no additional charge or issue a full refund.

  • How to Report a Defect: Please contact our studio within 7 business days of delivery at nathan@montarbor.com with clear photos and a brief description of the issue so we can make it right immediately.

Questions or Support

If you have questions about your active commission or need clarity on your order timeline, contact us directly: