Return and refund policy

Hassle-Free Return & Refund

Thank you for purchasing with The Heavenly Memorials. We understand that this is a difficult time for you, and we fully support our 30-day refund policy. We accept returns on nearly every product purchased from our site.

Exceptions to Our Returns Policy:

• Products that have come into contact with cremated remains.
• Custom engraved products.
• Products damaged by the customer.
• Items older than 30 days from purchase.
• Items with acceptable levels of color, shape, or metal texture variations.

We will provide a full refund for the product. However, expedited shipping costs are non-refundable unless DHL failed to deliver as promised.

Who Pays for Return Shipping?

• The Heavenly Memorials will cover return shipping costs if the return is due to our error and you have obtained a returns number (RMA).
• The customer is responsible for return shipping costs if the product is returned for any other reason.

How to Request a Return

Step 1: Get a Returns Number (RMA)

• Each return requires a Return Merchandise Authorization (RMA) number for tracking and timely handling.
• You can request an RMA number by:

1. Sending an email to help@theheavenlymemorials.com with your name, order number, and the product you wish to return.
2. Calling us at (888) 872-0228.

• Once you receive your RMA number, please include it on the outside of the box or on a slip of paper inside the package.

Step 2: Send the Product Back

• Carefully repackage the product, ideally using the original wrapping and packing materials. While the item may not have met your needs, please remember that it could be meaningful to another family.
• Ship your return package to:

The Heavenly Memorials
Returns Department
807 Airport Access Road
Traverse City, MI 49686

How the Refund Works

Once we receive your returned package, we will inspect it and work with you to determine the next steps. Depending on your preference, we can send a replacement or issue a refund for the product. Refunds will be processed in accordance with your credit card issuer's policies, and you will receive a credit within a specified number of days.

If you have any questions about returns or exchanges, please contact our caring customer service team at (888) 872-0228 or use our Contact Us page.

Refunds on Personalized Products

• If a personalized urn was engraved incorrectly, we will inspect the cause of the error. If the mistake was made by The Heavenly Memorials, we will issue a refund. However, if the error resulted from incorrect text or artwork submitted by the customer, we cannot grant a refund.
• We strongly recommend double-checking all information submitted for engraving, including spelling, capitalization, dates, and grammar. While we do our best to catch mistakes, we are ultimately responsible for engraving the information that you provide.