If something is not right, we would rather sort it out than argue about it. Here is exactly where you stand.
Our 60 day guarantee
If you change your mind, tell us within 60 days of the plaque arriving and we will refund you in full. You do not need to give us a reason.
The one condition: the plaque must be unused, with the protective backing still sealed. Because it fixes with a permanent weatherproof adhesive, once that backing has been peeled away the plaque cannot be re-used or resold, so we are not able to take it back.
This is our own offer, and the sealed-backing condition belongs to it. It sits on top of your legal rights and takes nothing away from them. Your statutory right to cancel, set out below, works differently and is not affected by that condition.
If you are unsure whether the plaque is right, set the memory page up first and leave the backing sealed until you are certain. Nothing is lost by waiting.
Who pays return postage
You do. If you are sending something back because you changed your mind, the cost of posting it to us is yours to cover. We recommend a tracked service, because until it reaches us it is still your parcel.
We pay if the plaque is faulty, damaged in transit, or not as described. In that case tell us before you send anything and we will sort the postage out.
Your legal right to cancel
Separately from our guarantee, UK law gives you 14 days from the day your order arrives to cancel it, without giving a reason, under the Consumer Contracts Regulations 2013.
Once you have told us you are cancelling, you have a further 14 days to send the plaque back. We refund you within 14 days of receiving it, or of you showing us it has been posted. Return postage on a cancellation is yours to cover, as set out above.
The sealed-backing condition does not apply to this right. You may cancel within the 14 days even if you have opened or handled the plaque. Where handling goes beyond what would be reasonable in a shop and reduces the value of the goods, we may deduct an amount to reflect that, which the Regulations allow. We would tell you before doing so, and in practice we would rather not.
Engraved and personalised items are the exception. Where you have asked us to engrave a name, dates or a line of your own, the statutory right to cancel does not apply, because the item has been made to your specification. That is Regulation 28 of the same Regulations. It does not affect your rights if the item turns out to be faulty or not as described, and we will always replace a faulty item. We send you a proof to approve before anything is cut, so please check the spelling carefully.
How to cancel
Email support@thelifebehind.com and tell us in your own words. Any clear statement is enough, and you do not have to use a form.
If you would rather use one, you can copy the wording below.
Model cancellation form
To The Life Behind, support@thelifebehind.com:
I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on / received on:
Name of consumer:
Address of consumer:
Signature of consumer (only if this form is sent on paper):
Date:
If the plaque is faulty
This is different, and the sealed-backing condition does not apply. If the plaque arrives damaged, or fails in normal outdoor use, we will replace it, fitted or not, and at no cost to you.
Under the Consumer Rights Act 2015 you have 30 days to ask for a full refund if goods are faulty, and after that we will repair or replace. If it does not last the way we said it would, that is our problem, not yours.
The lifetime guarantee on the plaque
If the plaque ever fades, rusts, corrodes or lifts off the memorial, tell us and we will send a replacement free of charge, linked to the same memory page. There is no receipt needed beyond your order number, and the guarantee holds for as long as we are trading.
It covers the plaque failing in normal outdoor use. It does not cover a plaque that has been painted over, prised off deliberately, or damaged by someone else, though if that happens tell us anyway and we will do what we can.
This guarantee is in addition to your rights under the Consumer Rights Act 2015 and does not affect them. Whatever we offer here, your statutory rights stand on their own.
Nothing you have added to the memory page is ever at risk from a damaged plaque, because none of it is stored on the plaque itself.
If the cemetery will not allow it
We ask you to check before ordering, because rules vary from one churchyard to the next. If permission is refused, contact us and we will refund you in full.
This applies even outside the 60 days, and even if you had already peeled the backing before you were told. You will not be out of pocket for asking, and we will not ask you to prove it.
What happens to the memory page if you return the plaque
If you return a plaque and it has not been set up, there is nothing to lose: no page has been made yet.
If you had already built a page and then decided the plaque was not right, tell us when you get in touch. We will keep the page as it is for 30 days so you can download a complete copy of everything on it, in ordinary photo and video files. Nothing is deleted without you asking us to, and nothing is deleted while you are still deciding.
How to return something
Email support@thelifebehind.com before sending anything back, and we will reply with the return address and confirm what to do.
We ask you to get in touch first rather than posting it back unannounced, so we can watch out for it and refund you as soon as it lands.
Refunds are made to the original payment method. Once we have processed it, most banks show the money within a few working days.
Questions
If you are unsure about anything, please ask us before you order rather than after. Email support@thelifebehind.com.