We are committed to creating a comfortable and well-pleasing shopping experience at memorialslab.co.uk That’s why we offer a 30 days return & exchange service for all purchases.
Below are detailed instructions on how to process a return or exchange. The policy is valid for 30 days from the delivery date. Please see whether either of these pertains to you and if the item(s) are covered by our 30 Return & Exchange Policy.

Return & Exchange Conditions:
FULL COVERAGE-The following reasons are covered by our 30 days FULL COVERAGE Return/Exchange Policy. We will be responsible for the return postage fees and replacement fees.

1. The product customization information does not match or an error in customization.
2. Wrong or mismatched size.
3. Wrong or lost shipment.
4. Damaged or otherwise defective

LIMITED COVERAGE-The following reasons is covered by our 30 days LIMITED COVERAGE Return/Exchange Policy. The customer is responsible for return postage fees and replacement postage fees.

1. Purchased the wrong item or chose the wrong size for the product.
2. The product is not suitable.
3. Personal Reasons due to personal taste, changed mind, etc.

Non-Refundable Items:

1. Products are exposed to corrosive substances or chemicals. Exposure to harsh chemicals can alter the appearance of your product.
2. Product damaged by misuse, mishandling, or poor maintenance.
3. A replacement will not be accepted for a refund.
4. Items that have been damaged resulting from the customer’s handling.
5. Not the product itself, but only the other items or gifts included with the order.
6. Products that exceed the return timeframe (30 days from delivery date).
7. The product model or serial number recorded in the shopping order applied for return or exchange does not match the product sent back.
8. Since we use natural stones, they all have natural flaws and imperfections. The Granite (specifically black granite) can have white, clear or goldish spots on both the polished face and sides. These are natural imperfections and we can not offer a refund based on this. See the image below for examples:

Return/Exchange Procedure

STEP 1: Contact Customer Service
STEP 2: Request Return Detail
STEP 3: Email Notification. Get the return label, including the return address.
STEP 4: Place the item(s) in the original packing and seal the parcel securely.
STEP 5: Drop off your package at the local post office.
STEP 6: Get a Refund or Replacement

1. Please contact our customer service team to request details such as return authorization return address, and return instructions. (Email us at: support@memorialslab.co.uk )
2. In order to ensure that your return is successful, you must inform customer service of your return needs before returning it. Failure to notify customer service of your return request in advance puts a risk of lost package/s and your return request will not be accepted (our mail room will not accept unannounced packages and will be returned by the courier or post office back to the origin). Also, please note that the “Ship From” address is different from the address of our Returns Acceptance Center and you cannot return items by sending them to the shipping address on the package.
3. If you sent your return to the wrong address and If you did not follow the return instructions/methods instructed through email etc.., the additional costs (including customs declaration fees such as customs duties) will be deducted from the refund.

Precautions for Return and Exchange
Items that are being returned should be new and unworn. They should be kept in the original condition in which you received them.
Coupon codes expire after use and cannot be restored after a return.

Cancellation Policy

1. Cancellation or replacement of unshipped products
   Non-customized products can be canceled or replaced when they are not shipped, without any charge.
   For personalized products, if you need to cancel or replace the product or replace the personalized content, you will have to pay 30% of the product price as the customization fee if the product is already in production. (This means that we only refund 70% of the product price.)
2. We cannot cancel an order if the product has already been shipped.
   You need to apply for a refund after receiving the goods. For the return details, please refer to the above 30-day return policy.

Refund Procedure
After receiving your returned item, we usually process your return within 1-3 business days. You will receive an email notification and you are required to reply to the email as soon as possible after receiving the notification.
We usually begin processing refunds within 1-3 business days of receiving a return, order cancellation, or any other reason for a refund. Refunds will be processed using the same payment method as when you purchased the product unless we have expressly agreed, in our sole discretion, to use a different payment method. Notwithstanding the above, regardless of the payment method, all refunds must be deposited into an account in the name of the original payment method account holder.
Explanation of refund time: Please note that it may take additional time (approximately 10 business days) for the refund to be reflected in your account. The timing of the refund will depend on the billing cycle of the payment gateway (e.g. your credit card billing processing cycle) or your financial institution. If we have made a refund in our system, but the refund has not reached your account for more than 10 working days, please contact your payment method provider or financial institution to inquire.

Customer Service
Email: support@memorialslab.co.uk