Refund Policy

We want all our customers to be happy. In an event where your product item is damaged or defective or in any case you are dissatisfied with the item, please email us immediately at admin@memorialrocks.com.au or give us a call on 0413770272 (as soon as you're able. Each situation will be considered on a case to case basis and refund or exchange will be provided at our discretion with the aim of providing our customer with a workable and satisfactory solution.

Our policy lasts 14 days. If 14 days have gone by since the receipt of your purchase, unfortunately we can’t offer you a refund or exchange. 

Cancellation of Order

We cannot cancel an order and provide a refund for a change of mind. However, we may consider your order cancellation if requested prior to your item being handed for delivery. A cancellation of order admin fee of $20 may apply. 

We cannot cancel your plaque order once you have approved the design and asked us to proceed with the plaque. We may consider your order cancellation of a Memorial Rock and plaque combination order within 14 days of purchase, if you have not approved the design and the making of the plaque. 

We cannot cancel an order for an urn that you have used, stored with you or our premises.

Returns

Due to the nature of our products, we cannot accept a return shipment of your order. If your item is damaged, faulty or is very different from the description, you’ll need to contact us within 14 days from the date you received your delivery. We can then assess your needs and provide you with a replacement item, or at our discretion, a refund for your item.

You can always contact us for any return question at admin@memorialrocks.com.au.

Delivery Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We will organise for a shipment of replacement product soon after. Please note, we cannot offer a replacement of damaged delivery after 30 days from the date of expected delivery.

Exchanges
We offer an exchange at our discretion. We only replace items if they are defective or damaged. Please do not return your current item as you will be responsible for shipping cost of returned item/s and this can be costly for our heavy weight produc. Please contact us at admin@memorialrocks.com.au with your concerns and we will contact you back soon after. 

Shipping costs are non-refundable.

Our products are sold inclusive of shipping cost. Therefore, only the product price component will be refunded.

Refunds

We provide refund at our discretion and if the request for refund is made within 14 days from the date of expected delivery. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at admin@memorialrocks.com.au.

Late or missing refunds (more than 15 business days have passed since refund was processed)

If you haven’t received a refund yet, first check your bank account again. 

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at admin@memorialrocks.com.au.