Return & Refund Policy

Last Updated: June 2026

At Memory Stones, customer satisfaction is important to us. This Return & Refund Policy explains the conditions under which products may be returned, exchanged, or refunded.

By placing an order through our website, you agree to the terms outlined below.

Eligible Products for Return

Non-Defective Products

The following products may be eligible for return:

  • Stock memorials
  • Ready-made memorials
  • Non-customized products
  • Unused products in their original condition

Products must be returned unused, undamaged, and in their original packaging whenever reasonably possible.

Non-Returnable Products

The following items are not eligible for return or refund once production has begun or customization has been completed:

  • Custom engraved memorials
  • Personalized memorials
  • Custom designs
  • Made-to-order products
  • Products approved by the customer prior to production
  • Products approved by cemeteries on behalf of the customer

Because memorial products are often manufactured specifically for individual families, customized orders are generally considered final sale.

Return Process for Non-Defective Products

To request a return, customers must contact Memory Stones within 30 days of delivery.

Return Procedure

  1. Contact our customer support team.
  2. Obtain return authorization instructions.
  3. Securely package the product.
  4. Ship the product to the designated return location.
  5. Upon inspection and approval, a refund will be processed.

Unauthorized returns may be refused.

Return Shipping Costs

For non-defective returns, the customer is responsible for:

  • Return shipping costs
  • Packaging costs
  • Any applicable transportation charges

Original delivery charges, installation charges, and special service fees are non-refundable.

Damaged or Defective Products

If a product arrives damaged, defective, or materially different from the approved order, customers should notify Memory Stones within 7 days of delivery.

Photographs and supporting documentation may be requested.

Examples include:

  • Shipping damage
  • Manufacturing defects
  • Incorrect product received
  • Material defects affecting the intended use of the product

Defective Product Resolution

After review and verification, Memory Stones may, at its discretion:

  • Repair the product
  • Replace the product
  • Issue a partial refund
  • Issue a full refund

The appropriate resolution will depend on the nature and extent of the issue.

Shipping Costs for Defective Products

If a defect or shipping damage is confirmed by Memory Stones:

  • Memory Stones will cover reasonable return shipping costs.
  • Memory Stones will cover replacement shipping costs, if applicable.

Customers should not return defective products without first contacting customer support.

Refund Processing

Approved refunds will be issued to the original payment method whenever possible.

Depending on the payment provider and financial institution, refunds typically appear within 5–10 business days after processing.

Some financial institutions may require additional processing time.

Order Cancellations

Orders may be canceled prior to production.

Once production, engraving, customization, or manufacturing has begun, cancellation fees may apply.

Completed custom memorials are generally non-refundable.

Return Address

Please do not return products without receiving return authorization instructions from Memory Stones.

Authorized returns should be shipped to:

Memory Stones
1201 Pine Avenue
Orlando, FL 32824
United States

Contact Information

For return, refund, exchange, or warranty assistance, please contact:

Memory Stones
500 Richards Blvd
Sacramento, CA 95811
United States

Website: https://memorystones.us
Email: sales@memorystones.us
Phone: +1 (888) 391-7642