Refund policy

We have a 10-day return policy, which means you have 10 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@memorialproductsdirect.com.au. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@memorialproductsdirect.com.au.

Damages and issues

If you have concerns about damage to your goods while in transit, possible theft while in transit then we strongly recommend opting in for Shipping Insurance. Shipping Insurance provides peace of mind that if the goods arrive damaged or are lost while in transit. Please inspect your order once you receive it 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.

Exceptions / non-returnable items

Certain types of items cannot be returned, like made to order personalised products. Any mistakes made by the manufacturer of a personalised product will be warranted by the manufacturer. Returns of personalised product will only be accepted where the manufacturer has not provided the same inscription as signed off by you (the customer). Please note some items like Tumbled river stones while beautiful are unique meaning the size, shape and colour of the stone you receive will vary from examples shown on the website. This fact is what makes this product so unique. Likewise the iron banding on natural sandstone products may vary from what is shown. These are natural products so vary from batch to batch.  Returns will not be accepted for change of mind.  Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded via your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.