1. This policy sets out the returns policy for goods or services purchased through the online store operated by Phoenix Engraving.
2. Due to the custom nature of our memorial products, replacements or refunds are not available for memorials where you have changed your mind or made a mistake on the engraved message. We will always email you a proof of how your memorial wording will look, and we will make as many revisions as you need until you are happy with the product. Once you have confirmed the placement and the wording is correct, we will put the memorial into production. Once this process is started, the memorial wording and layout cannot be changed.
3. If your memorial arrives damaged in transit from the courier, please let us know within 48 hours so we can work with you to get this resolved quickly.
4. If an item you purchased was purchased with a discount voucher, then we will only refund the amount that you paid (and not the amount the item was listed for).
5. If an item you purchased was in a sale then it may not be eligible for a refund if you have changed your mind. If you are in any doubt please contact us before making the purchase.