Refund policy

Refund and Returns Policy

Personalised Products and Non-Returnable Items

Due to the highly personalised and custom nature of our natural memorials, we unfortunately cannot accept returns or offer refunds simply because of a change of mind or an incorrect choice. Each item is unique and made specifically for your order. Please take great care when reviewing your personalisation details before submitting your order.

 

 

Damaged or Faulty Items

We take the utmost care in creating and packaging your memorial. However, if your item arrives damaged or faulty, we are committed to making it right.

If your order arrives damaged:

  1. Contact Us Immediately: Please notify us within 48 hours of receiving your order by emailing us at lynne@naturalmemorials.co.uk.

  2. Provide Photographic Evidence: To help us assess the damage and process a replacement or refund, you must include clear photographs showing the damage to both the item and, if applicable, the exterior packaging.

  3. Resolution: Once we have reviewed the photographic evidence, we will promptly offer you a choice:

    • A free replacement of the damaged item.

    • A full refund for the purchase price of the damaged item.

 

 

Cancellations and Amendments

Because we begin processing personalised orders quickly, we can only accept cancellation or amendment requests within 24 hours of placing the order. Please contact us immediately if you need to make a change. After 24 hours, the order is considered confirmed and cannot be cancelled or changed.