DRAFT, NOT YET REVIEWED. This was written to match the promises already made across the site. Have it checked before launch and replace anything marked PLACEHOLDER.
Our 60 day guarantee
If you are not happy with the plaque, tell us within 60 days of delivery and we will refund it. The plaque should be unused and in a condition we can accept back. PLACEHOLDER: confirm who pays return postage, and give the return address.
Your legal right to cancel
If you are a consumer in the UK you may cancel an order within 14 days of receiving it without giving a reason, under the Consumer Contracts Regulations 2013. This sits alongside our 60 day guarantee, and does not replace it.
Engraved and personalised items
Engraving is made to order for one named person, so the 14 day cancellation right does not apply to engraved items once engraving has begun, as the law allows for personalised goods. This does not affect your rights if something arrives faulty, damaged or not as described.
We send a proof for you to approve before anything is engraved. Please check the spelling carefully at that point, because it cannot be changed afterwards.
If the cemetery or churchyard will not allow it
Many cemeteries, churchyards and local authorities have rules about what may be attached to a memorial, and we ask you to check before ordering. If permission is refused, contact us and we will refund your order including any engraving. PLACEHOLDER: confirm whether you need written evidence, and any time limit.
Faulty or damaged items
If a plaque arrives damaged, or fails in normal outdoor use, tell us and we will replace it. PLACEHOLDER: state the period this covers, because the product page promises replacement without saying for how long.
What happens to the memory page if you refund
PLACEHOLDER, and this needs a decision before launch. Say plainly what happens to a memory page and everything uploaded to it if the plaque is refunded: whether the page stays live, for how long, and how someone downloads their archive first. People will have put irreplaceable things on it, so this answer matters more than the money.
How to start a return
PLACEHOLDER. Give the email address, the return address, and how long a refund takes to arrive once you receive the item back.