Refund policy

At Forever Memorials, we understand the importance and sensitivity of your purchase. Our goal is your complete satisfaction. Below is our clear and fair return, exchange, and refund policy.

1. Return & Exchange Window

You may return or exchange most items within 30 days of the original purchase date—no restocking fees will be charged.

2. Exceptions (Non-returnable / Non-exchangeable Items)

  • Items that have been filled with ashes cannot be returned or exchanged.
  • Items personalized via direct engraving or customization are non-returnable and non-exchangeable.

These exceptions override the standard 30-day policy and must be respected.

3. Refunds

  • If your return is approved, you will receive a full refund for the product cost.
  • Expedited shipping costs are non-refundable, except in cases where the delivery failure or damage was the result of an error by the carrier or by us.
  • Refunds will be issued to the original payment method used in the purchase.
  • Once we receive and inspect your returned item, refunds will be processed within 5–7 business days (or your banking institution’s processing period).

4. Return Shipping

  • If the return is due to our error (wrong item, defective, or damaged), we will cover the return shipping cost.
  • For “change of mind / buyer’s remorse” returns, you are responsible for return shipping unless otherwise specified.
  • All returns must be authorized via a Return Authorization Number (RAN) before being shipped back.

5. How to Obtain a Return Authorization (RAN)

  1. Contact our Customer Service Team via email (info@forever-memorials.com).
  2. Provide your order number, reason for return, and photos (if defective/damaged).
  3. We will review your request and issue a RAN and return instructions.
  4. Do not ship the item prior to obtaining a RAN—unauthorized returns may be refused or delayed.

6. Packaging Your Return

  • Use original packaging if available; if not, pack securely to avoid damage in transit.
  • Include all original accessories, documentation, and parts.
  • The RAN should be clearly marked on the package.

7. Delivery, Delays, & Risk During Return Shipping

  • We recommend using a trackable shipping service and retaining proof of shipment.
  • Risk of loss or damage during return transit is the responsibility of the shipper (i.e. the party returning the goods) unless we agreed to cover the return.
  • Transit times for the return should not exceed 14 business days, unless an extension is agreed upon.

8. Consistency & Disclosure

  • This policy is publicly available and accessible without login or account requirements.
  • Any exceptions (engraved, ashes, etc.) are clearly disclosed here and in product pages.

9. Contact & Support

Store Name: Forever Memorials
Email: info@forever-memorials.com
Phone: +1 (256) 346-8767
Address: 1270, Crabb River Road, STE 600 PMB 318, Richmond, Texas, 77469, United States
Support Hours: Monday to Friday 09:00 AM - 06:00 PM (CST)