Terms and Conditions

 

These terms and conditions govern your use of The Memorial Company website. By accessing or using this website, you agree to comply with these terms. If you do not agree, please do not use this website.

 

Throughout this document, “we”, “us”, and “our” refer to The Memorial Company. “You” refers to any user or customer of our website and services.

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Use of Our Website

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By using this website, you confirm that you are at least 18 years old and legally capable of entering into a binding agreement.

 

All content on this website is provided for general information and purchasing purposes only. We reserve the right to update, amend, or remove content at any time without notice.

 

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Orders & Contract Formation

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When you place an order through our website, you are making an offer to purchase a product. A contract between us is only formed once we confirm your order via email.

 

We reserve the right to decline or cancel any order where necessary, including where:

 

• A product is unavailable

• Payment cannot be authorised

• Delivery details cannot be verified

 

If payment has already been taken, a full refund will be issued.

All products are supplied for personal use only and are not intended for resale.

 

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Your Responsibilities (Inclusions & Orders)

 

 

• You are responsible for safely sending any inclusions (such as ashes or hair) to us. We strongly recommend using a tracked and insured postal service. We cannot accept liability for items lost in transit to us.

• If inclusions are not received within 6 weeks of ordering (unless delays are due to international shipping), we reserve the right to decline refunds and discontinue the order.

• It is your responsibility to ensure all order details, including delivery address, are correct at the time of purchase.

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Handcrafted Nature of Products

 

All items are individually handcrafted. As a result:

 

• Variations in colour, tone, and finish are normal

• Final appearance may differ depending on materials provided (e.g. ashes, hair type, pigment)

• Lighter materials (such as white or grey hair/fur) may appear more transparent in resin

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These natural variations are not considered faults.

 

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Order Changes & Cancellations

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If you need to make changes to your order, please contact us as soon as possible.

 

• Changes or cancellations may be considered within a short period after purchase

• Once production has begun or materials have been ordered, changes may not be possible

• Refunds are not guaranteed for change-of-mind purchases

 

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Delivery

 

We will use the delivery details provided at checkout. We are not responsible for failed or delayed delivery due to incorrect information supplied by you.

 

If an order is returned to us due to incorrect address details, we may charge an additional fee for redelivery.

 

While we will assist in resolving delivery issues, we cannot accept liability for delays or losses caused by third-party couriers.

 

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Turnaround Times

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Our standard turnaround time is approximately 6–8 weeks from receipt of all required materials.

 

This timeframe is an estimate only and may vary due to demand, supplier delays, or courier issues. By placing an order, you acknowledge that delays outside of our control may occur.

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Returns & Refunds

 

Due to the personalised nature of our products, we do not offer refunds unless:

 

• The item is faulty, or

• The item does not match your order

 

 

Where an issue arises, we will first aim to resolve it through repair or replacement.

You may be asked to provide photos or return the item for assessment.

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Warranty

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We provide a 12-month warranty from the date of delivery covering manufacturing faults.

 

This includes faults in materials or workmanship but does not cover:

 

• General wear and tear

• Accidental damage

• Damage caused by chemicals (e.g. perfume, sanitiser)

• Damage caused by misuse or third-party repairs

 

 

If a fault occurs, please contact us with your order details and supporting images.

We reserve the right to repair or replace items at our discretion.

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Payments

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Payment must be made in full at the time of ordering.

 

We accept major debit/credit cards and secure online payment methods. All payments are subject to verification and authorisation checks.

 

By placing an order, you confirm that:

 

• The payment details provided are valid

• You are authorised to use the chosen payment method

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Cookies

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We use cookies to improve your browsing experience and the functionality of our website. By using our website, you agree to our use of cookies in line with our Privacy Policy.

 

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Intellectual Property

 

All content on this website, including text, images, and design, remains the property of The Memorial Company unless stated otherwise.

 

You may not copy, reproduce, distribute, or use any content without prior written permission.

 

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General

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We reserve the right to update these terms at any time. Continued use of the website constitutes acceptance of any changes.

 

These terms are governed by UK law.