Refund policy

Return & Refund Policy

At Memorials by Michelle, we are committed to crafting high-quality, personalized ashes caskets that honor your loved ones. As each item is custom-made, we have a strict but fair return and refund policy to ensure customer satisfaction while maintaining the integrity of our craftsmanship.

Returns & Refunds Eligibility

✅ Defective or Damaged Items – If your casket arrives damaged or has a manufacturing defect, please contact us within 7 days of delivery with clear photos of the issue. We will offer a replacement at no additional cost.

✅ Incorrect Personalisation – If the engraving or customisation does not match your order details, we will replace the casket free of charge.

🚫 Non-Returnable Items – Due to the personalized nature of our products, we cannot accept returns for:

  • Change of mind
  • Incorrect details provided at the time of ordering 
  • Slight variations in wood grain, colour and finish as these are part of the natural crafting process

Satisfaction Guarantee & Partial Refunds

We understand that a memorial item carries deep emotional value, and we want you to feel at peace with your purchase.

⭐ Satisfaction Guarantee – If you are not fully satisfied with your casket for any reason, please reach out to us within 14 days of delivery. While we cannot accept returns for non-defective personalised items, we are happy to discuss solutions, such as a partial refund or discount on a future order.

Remake Option for Customer Errors

If you accidentally provided incorrect personalisation details (e.g., wrong spelling, date, or message), if you contact us we can discuss solutions.

    How to Request a Return, Refund, or Adjustment

    1. Email us at memorialsbymichelle@gmail.com within the specified timeframe with:
      • Your order number
      • Clear photos of any issue (if applicable)
      • A brief description of your concern
    2. Our team will review your request within 2-3 business days and offer the best resolution.
    3. If a refund is approved, the amount will be processed back to your original payment method within 5-7 business days.

    We deeply appreciate your trust in us to create a meaningful tribute. If you have any questions, please contact our support team on 07733347141