Returns & Exchanges – 60-Day Peace of Mind Guarantee

Royal Memorials offers a 60-Day Peace of Mind Guarantee for eligible unused and non-personalized products. We want the return process to be clear before you order, including which items can be returned, who pays return shipping, how exchanges work, and what happens if an order arrives damaged, incorrect, or defective.

Personalized and engraved products, as well as items that have held cremated remains, are subject to different conditions. If you are unsure whether your order is eligible, please contact us before sending anything back.

60-Day Peace of Mind Guarantee

Eligible standard products may be returned within 60 days if they are unused, non-personalized, and in their original condition with the original packaging.

• Return Window: Eligible items may be returned within 60 days.
• Condition: The product must be unused and returned in its original condition with the original packaging.
• Personalization: Personalized or engraved products are final sale once personalization or production has begun, except where a confirmed manufacturing defect or Royal Memorials personalization error applies.
• Restocking Fee: We do not charge a restocking fee on approved eligible returns.
• Return Shipping: For ordinary change-of-mind returns, the cost of shipping the product back to the designated return location is the responsibility of the customer.

Please contact Royal Memorials before returning any item. Return instructions and the appropriate return location will be provided after eligibility has been reviewed.

Personalized & Engraved Items

Personalized memorial products are made according to the names, dates, messages, or other information submitted with the order. Once personalization or production has begun, these products cannot be cancelled, returned, or exchanged for a change of mind.

Before placing a personalized order, please review all spelling, dates, capitalization, punctuation, and other requested details carefully.

If the finished engraving or personalization does not match the information you submitted with your order, please contact us with clear photographs so we can review the issue. Confirmed Royal Memorials personalization errors will be corrected at no additional product cost to you.

Items That Have Held Cremated Remains

For hygiene, safety, and respectful handling reasons, any urn, jewelry item, keepsake, or other memorial product that has been used to hold cremated remains cannot be physically returned or exchanged.

If you discover a manufacturing defect or another product issue after cremated remains have already been placed inside the item, contact us before taking any action. We will review the situation and determine an appropriate solution without requiring an inappropriate return of cremated remains.

Exchanges

Eligible unused and non-personalized products may be exchanged within the same 60-day eligibility period. The returned item must meet the same condition requirements as a standard return.

If you would like a different size, material, or design, contact us before returning the original item. Any difference in product price and applicable shipping arrangements will be confirmed as part of the exchange.

How to Start a Return or Exchange

Please contact us before sending any product back. This allows us to confirm eligibility and provide the correct return instructions and destination.

1. Contact Royal Memorials with your order number and the item you would like to return or exchange.
2. Tell us the reason for the return or exchange and whether the product has been used or personalized.
3. Wait for return instructions and the designated return location before shipping the item.
4. Pack the product carefully using the original packaging where available.
5. Send the package according to the return instructions and retain the shipping receipt or tracking information until the return has been completed.

Please do not send a return to a manufacturing, office, or other address without first receiving return instructions from Royal Memorials.

Return Shipping & Refunds

For ordinary eligible returns, return shipping costs are the responsibility of the customer. Royal Memorials does not charge a restocking fee on approved eligible returns.

Once an eligible returned product has been received and reviewed, the approved product refund is issued to the original payment method. Your bank, card issuer, or payment provider may require additional time before the credit appears in your account.

If the return involves a damaged, incorrect, defective, or mis-personalized product rather than an ordinary change-of-mind return, contact us before arranging any shipment because different return, replacement, or refund instructions may apply.

Damaged, Incorrect or Defective Orders

If an item arrives damaged, you receive the wrong product, or you believe there is a manufacturing or personalization error, please contact us as soon as possible so we can review the issue.

We may ask for clear photographs of the product, shipping box, internal packaging, shipping label, and the specific problem. If you have an unboxing video, it may also be helpful, but it is not required in order to report an issue.

Depending on the circumstances, the appropriate resolution may include replacement, refund, repair, replacement of a component, or another suitable remedy. The available solution will depend on the nature of the issue and the condition of the product.

International Returns

The same basic eligibility rules apply to international orders: eligible products must be unused, non-personalized, and within the 60-day return period.

Return shipping arrangements, carrier availability, customs procedures, and transit times can vary by country. International customers should contact us before returning an item so the appropriate instructions can be confirmed.

FAQ – Returns & Exchanges

Can I return an item if I change my mind?
Yes, if the item is eligible, unused, non-personalized, in its original condition with the original packaging, and returned within the 60-day period. Return shipping for an ordinary change-of-mind return is the customer’s responsibility.

Can I return a personalized or engraved item?
No, not for a change of mind once personalization or production has begun. Personalized and engraved products are final sale unless there is a confirmed manufacturing defect or Royal Memorials personalization error.

What if I entered the wrong name or date?
Personalization is produced from the information submitted with your order, so please review all details carefully before checkout. If the finished item matches the information you submitted, customer-submitted spelling, date, or wording errors are not considered a Royal Memorials personalization error.

Can I return an urn or memorial item after it has held cremated remains?
No. Products that have held cremated remains cannot be physically returned or exchanged for hygiene, safety, and respectful handling reasons. If there is a defect or another product issue, contact us so the situation can be reviewed without requiring an inappropriate return.

Who pays for return shipping?
For an ordinary eligible return, the customer is responsible for the cost of shipping the product back to the designated return location. Different arrangements may apply when an order is damaged, incorrect, defective, or affected by a confirmed Royal Memorials error.

Do you charge a restocking fee?
No. Royal Memorials does not charge a restocking fee on approved eligible returns.

How will I receive my refund?
Approved refunds are issued to the original payment method after the eligible returned product has been received and reviewed.

What if my order arrives damaged or incorrect?
Contact us promptly with your order number and clear photographs of the product and packaging. We will review the issue and determine the appropriate replacement, refund, repair, component replacement, or other suitable resolution.

Can I exchange an item for a different size or design?
Yes, eligible unused and non-personalized items may be exchanged within the 60-day period. Contact us first so eligibility, return instructions, price differences, and shipping arrangements can be confirmed.

Does the 60-day policy apply to international orders?
Yes, the same basic eligibility period applies to international orders, although return shipping, customs procedures, and transit times may differ by country.