Skip to main content

Refund Policy

Order Cancellation:

Customers may cancel any order placed within 48 hours of placing the order, without incurring any charges.

Limitation:

Timeless Headstones Inc. and its affiliates are not responsible for errors made in spelling and/or image placement submitted by the customer. Please confirm spelling of all text and placement of all images in the customization of your memorial before you place your order. All confirmations are considered final. Items that have errors due to a mistake in ordering will not be accepted for refund.

Changes/Amendments:

No changes or amendments can be made once final confirmation is received by Timeless Headstones Inc. and its affiliates and the memorial has gone into production. Once the product ordered has gone into production, we are unable to provide a refund of a duplicate if a customer has erroneously placed several orders and confirmed these orders.

Returns and Refunds:

Memorials may only be returned if they are defective or if we have made an error in spelling and/or image placement that is not an error submitted and confirmed by the customer.

Return based on Error:

We do the utmost to ensure that our memorials reflect the information and images desired by our customers. However, we are human and therein lies some potential for error.

If you received a memorial that contains an error in spelling and/or image placement, please follow the steps below to process a return and refund:

  • A return and refund must be requested within 14 days of the delivery date.
  • Email us a copy of the bill of lading along with a description of the error in spelling and / or image placement, photos of the product received and a copy of the confirmation you signed off on prior to production within 14 days of delivery.
  • Protect the memorial from any damage by keeping it in a safe place.
  • Retain the memorial in its original shipping container until an inspection can be arranged.

Damage During Transit:

Our memorials are carefully packaged to ensure safe delivery. However, if damage occurs during transit, please follow the steps below to process a return and refund:

  • Note the damages on the bill of lading immediately upon delivery.
    Email us a copy of the bill of lading along with a description of the damage, photos of the damage within 24 hours of delivery.
    Protect the memorial from any further damage by keeping it in a safe place.
    Retain the memorial in its original shipping container until an inspection can be arranged.

Moneyback Guarantee:

If you are not satisfied with the memorial upon delivery and inspection, either due to an error in spelling and/or image placement or due to the memorial arriving damaged, you can return it for a complete refund, including return shipping costs.

To request a refund:

  • Email us with the reason for your requested return within the timelines outlined above and photos of any defects or discrepancies found on the product.
  • Your request must include the shipping bill of lading and return shipping costs.
  • You must Ship the monument back to the following address:
    [Return Address]

A refund will be issued back to your original payment method within 5 business days of receiving your returned item, subject to its compliance with our Refund and Return Policy and the results of an inspection. Once your refund has been processed, a refund confirmation will be sent to the email address you provided. Your financial institution may require additional time to process the refund to your account.

[Return Address]

Note: Timeless Headstones Inc. and its affiliates are not responsible for damage caused by customer or third-party handling after the monument has been received.

Contact Us:

For any issues, please contact our Memorial Specialists via email at [email protected], or by phone at +1 833-957-1325.