Refund / Exchange Policy
NO PERSONALIZATION PRODUCTS: Shipped products are given a full refund (less shipping cost) and returnable in good condition in its original packaging within 10 days of purchase if they are not personalized. You must contact us in writing via our contact us page prior to the return to obtain a return approval authorization code. The buyer is responsible for all shipping costs in returns.
PERSONALIZED PRODUCTS: All shipped products ordered which have been personalized with specific wording and/or photo are NOT refundable since we are not able to reuse them in any way.
DAMAGED PRODUCTS: If you received any of our memorials damaged via shipping or within 30 days of purchase, please contact us for return authorization. We can either refund your complete order (less the shipping costs) or replace the damaged product with the same item.
You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
Digital templates file purchases are non-refundable. Once you are issued the download for the specific template(s), you are given access to retrieve the product. If you do not receive the download link or unable to find the template once you click the download link, please contact us immediately for assistance. We are able to monitor the number of download attempts for a given purchase. A refund may be requested if there were no downloads attempted. Please contact us in writing via email for a return authorization should this be the case.
WRONG DESIGN: Failure on your part to purchase the correct template design does not warrant any type of exchange of a template. Make sure you read each product description carefully before purchase to ensure it is the correct design or style you want. We strive hard to provide accurate photos of our templates on each product page along with a video to assist you in seeing the actual design you will receive. No refunds will be granted for a wrong design chosen.
TIME FACTORS: Although we do understand the time sensitity of a funeral service, no refunds will be issued based on whether or not you were able to use your template in time for a funeral service. You must contact our customer support immediately if you are experiencing any technical problems with your template download. We are available to assist you with any issues and will help you to complete your program as soon as possible.
TEMPLATE COMPATIBILITY ISSUES: If your template is working and there were unforseen technical problems relating to the configuration of your computer, we cannot take responsibility on the timeframe needed to create the program. If you experience ANY problems, it is your responsibility to contact our customer support asap so we can assist you in getting your template fully functioning. Often it is the computer's configuation that some problems exists and we are able to assist and recommend what needs to be done in order to correct the issue but we must be notified and told you are experiencing an issue. We are not responsible for calls received after the fact and resulted in the template not being used.
We do not bear any responsibility and therefore we do not satisfy any refund/return/exchange requests based on incompatibility of our products with some third-party software (plug-ins, add-ons, modules, search engines, scripts, extensions etc) other than those which are specified as compatible in a description available on the preview page of each product. We don't guarantee that our products are fully compatible with any other software besides Microsoft Word 2003 or 2007, OpenOffice MAC/Windows, Publisher 2000 & up, and Apple iWork Pages 08 & up. Further, we do not provide technical support for software other than these applications noted.