Return & Refund Policy
At MemorialsLab, we take great pride in our craftsmanship. We understand that our products hold deep personal meaning, and your satisfaction is our highest priority. Because our engraved memorial stones are custom-made from natural materials, we have established the following guidelines.
1. Order Cancellations
Once you have approved the digital proof and production has begun, we can no longer cancel the order as each piece is permanently engraved to your specific requirements.
2. Understanding Our Craftsmanship
To ensure you love your memorial, please keep in mind the following characteristics inherent to natural, handcrafted products:
A. Natural Stone Variations: We use 100% natural stone. Like a fingerprint, no two stones are identical. Natural veins, subtle color shading, and minor mineral spots (beauty marks) are inherent characteristics of natural stone and are not considered defects.
B. Digital Mockup vs. Physical Engraving: Your design proof is a digital representation created via Photoshop. While it is a highly accurate guide, please note:
- Digital proofs display "painted" pixels on a screen, whereas the final product is physically etched or engraved into the stone surface.
- There may be slight variations in texture, depth, and contrast compared to the digital image.
3. Returns & Replacements
Refunds or returns are NOT accepted for:
- Natural variations in stone texture, color, or mineral spots.
- Slight differences between the digital proof and the physical engraving texture.
- Customer errors (e.g., typos, wrong dates) that were approved in the final design proof.
We WILL provide a FREE REPLACEMENT or Full Refund if:
- The product was damaged during transit.
- There is a factual error made by us (e.g., the name or date differs from your approved design proof).
- The wrong item was sent.
4. How to Report a Problem
- Email us at support@memorialslab.com with your Order Number.
- Attach clear photos of the product and the original shipping box.
- Once verified, we will prioritize a free replacement for you at no additional cost.
5. Non-Customized Products
For non-personalized accessories, we offer a 30-day return policy. Items must be unused and in original packaging. Return shipping costs for non-quality issues are the responsibility of the customer.
Please complete your information below to login.