At Memorial Stories, we strive to provide our customers with the best possible experience and high-quality products. We understand that sometimes, you may need to return a product. Our returns policy outlines the process for returning products based on their type.

To start a return, you can contact us at support@memorialstories.com.

Please note that returns will need to be sent to the following address:

Memorial Stories Limited,

34 Hale Grove Gardens,

London, NW7 3LP

1. Personalised QR Memorial Plaques:

Due to the custom nature of Personalised QR Memorial Plaques, we are unable to accept returns if the plaque is not faulty. We define a "faulty" plaque as one that has defects in materials or workmanship, including but not limited to, incorrect engraving based on the customer's instructions, damaged or broken plaques, or QR codes that do not function properly.

If your personalised plaque is faulty, please contact our customer support team within 3 working days of receiving your item to arrange for a refund or replacement. In such cases, we will cover the cost of return shipping. Please note that the free Remembrance Pages included with these plaques are non-refundable as there is no monetary value to refund.

2. Non-personalised QR Plaques:

For Non-personalised QR Plaques, customers have the right to return the item within 14 days of receipt for a full refund or replacement. To qualify for a refund, the plaque must be returned in the same condition as it was delivered.

If your non-personalised plaque is faulty, please contact our customer support team within 3 working days of receiving your item to initiate a refund or replacement. In such cases, we will cover the cost of return shipping.

3. Additional Remembrance Pages (Not Included with QR Plaques):

As these are digital products, customers can contact our customer support team up to 30 days from the date of purchase for a full refund, no questions asked.

Cancellations

You may cancel your order at any time prior to the production/design process. Once the production/design process has started, your order may be subject to a standard artwork/origination charge (£36).

To initiate a return, please contact our customer support team at support@memorialstories.com with your order number, product details, and the reason for the return. Our team will provide you with further instructions on how to proceed.

We appreciate your business and thank you for choosing Memorial Stories.

By Helen