Refund policy

Orders, Shipping & Returns Policy

Ordering & Currency

All prices on our website are displayed in Australian Dollars (AUD). Memorial Products Direct is an Australian-owned business, and all transactions are processed in AUD.

Custom Made-to-Order & Personalised Products

Because many of our items are made to order or personalised:

  • Personalised orders are custom made to your approved design or inscription.

  • Once production has begun, cancellations or changes may not be possible.

  • Refunds or exchanges are available only for faulty items or where the manufacturer has not supplied the correct inscription as signed off by you.

  • Title of goods remains with Memorial Products Direct until full payment has been received.

Please note:
Products made from natural materials, such as tumbled river stones or natural sandstone, may vary in size, shape, and colour. These variations are natural and expected and are not considered faults.

Change of Mind – Non-Personalised Products

We understand that sometimes you may change your mind. For non-personalised products, you may return your item for a refund or exchange within 10 days of receiving it, provided that:

  • The item is unused, in its original condition, and in original packaging.

  • You contact us first to request a return.

  • Return shipping costs are at your own expense.

If you have chosen the wrong size or style, we’re happy to arrange an exchange or refund under the same conditions.

Please note:
Refunds or exchanges for change of mind are not available on personalised or made-to-order products.

How to Start a Return

To start a return, please contact us at info@memorialproductsdirect.com.au.

If your return is accepted, we will provide you with return instructions.
All approved returns should be sent to:

📦 Memorial Products Direct
1/16 Jusfrute Drive
West Gosford, NSW 2250

Items sent back to us without prior approval will not be accepted.
You can always contact us with any return questions at info@memorialproductsdirect.com.au.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including:

  • Made-to-order or personalised products

  • Items that have been custom engraved or inscribed

  • Natural stone products where variations in colour, shape, or pattern are part of the material’s character

Any manufacturing error on a personalised product will be covered under the manufacturer’s warranty. Returns of personalised items will only be accepted where the manufacturer has not provided the same inscription approved by you.

Exchanges

The quickest way to receive your replacement item is to return your existing item (after approval). Once your return is received and refunded, you can place a new order for the desired product.

Refunds

Once we have received and inspected your return, we’ll notify you to confirm whether your refund has been approved.
If approved, your refund will be processed back to your original payment method.

Please note it may take a few business days for your bank or card provider to process and post the refund.

Natural Product Disclaimer

Many of our memorial products are made from natural materials.
Variations in colour, grain, size, texture, or banding are part of the natural beauty of these materials and are not considered defects.

Your Consent

By using our website, you consent to the terms outlined in this policy.

Changes to This Policy

We may update this policy from time to time. Any changes will be posted on this page.

Last updated: 28th June 2025

Contact Us

If you have any questions about orders, shipping, or returns, please contact us: