funeral europe (operated by Nicolas Hameury, NIF ES X9042645B, Barcelona) operates shopfuneraleurope.com as an intermediary marketplace. The vendor is the seller of the goods and contracts directly with the buyer. The vendor is responsible for the products, their fulfilment, and any returns, refunds, or remedies relating to them. funeral europe facilitates the transaction and provides a channel for buyers and vendors to resolve issues; it is not the seller of the goods.
Business buyers only
The platform sells to business buyers (funeral directors, cemeteries, crematoria, and other funeral-industry businesses), not to consumers. The statutory 14-day right of withdrawal available to consumers does not apply. Returns and refunds are governed by this policy and the applicable vendor’s terms, not by consumer-protection withdrawal rights.
When a return or refund applies
A buyer may request a return or refund in the following cases:
- Defective or damaged on arrival — goods that arrive damaged, faulty, or not in working order.
- Wrong item — goods materially different from what was ordered.
- Not as described — goods materially not matching the listing description.
- Change of mind — accepted only at the vendor’s discretion; it is not a guaranteed right. Where a vendor accepts a change-of-mind return, the goods must be unused and in their original packaging.
Reporting windows
Defective, damaged, wrong, or not-as-described goods must be reported to the vendor (and, if needed, to funeral europe) within 7 calendar days of delivery, with photographs where relevant.
Change-of-mind returns, where the vendor allows them, must be requested within 14 calendar days of delivery.
Reports made after these windows may be declined.
Return shipping and costs
Where the return is due to a defect, damage, wrong item, or not-as-described goods, the vendor bears the cost of return shipping or arranges collection.
Where the return is a change of mind accepted at the vendor’s discretion, the buyer bears the cost of return shipping.
No restocking fee is applied.
Made-to-order and custom goods
Bespoke, personalised, or made-to-order items (for example custom headstones or engraved goods) are non-returnable except where they are defective, damaged, wrong, or not as described.
How refunds are processed
Approved refunds are processed through the platform’s payment provider (Stripe). Where a refund is issued, the platform’s commission on that order is adjusted accordingly. Refunds are subject to approval by funeral europe before funds are returned. The refund is made to the original payment method unless otherwise agreed.
Complaints and escalation
If a buyer and vendor cannot resolve a return or refund between themselves, either party may escalate to funeral europe at sales@shopfuneraleurope.com. funeral europe will acknowledge the complaint within 5 business days and will act as a facilitator to help reach a resolution. funeral europe’s role is to mediate; the underlying obligation for the goods remains with the vendor.
Changes to this policy
funeral europe may update this policy. Material changes affecting vendors will be notified with at least 15 days’ prior notice, consistent with the Vendor Terms & Conditions.
Governing law
This policy is governed by Spanish law, with the courts of Barcelona having jurisdiction, save where mandatory law provides otherwise.