Last Updated: October 31, 2021

Returning products to Legacy Custom Memorial Vaults, LLC is simple. If you are not satisfied with your purchase of one of our unique, handcrafted cremation urns, vaults, accessories or other products, contact us for a pre-approved refund authorization number within 7 days of your initial receipt of the product.  Products returned within 14 days of your initial receipt will not be charged a restocking fee.  Products received between 15 and 30 days after initial receipt, will be charged a 10% restocking fee.  However, you will need to provide the proper return shipping, via UPS/Fed Ex.  It must be returned in the original packaging sent to you.   All returns must be received in NEW(unused) condition and undamaged.  

Items that cannot be refunded/returned:

• Cremation Urns/Memorial Vaults that have been filled
• Cremation Urns/Memorial Vaults that have been customized or personalized in any way
• Cremation Urns/Memorial Vaults that have been damaged, altered, or tampered with
• Shipping charges are not refundable (unless in error on our behalf)
• Orders over 30 days old are not returnable/refundable

If you would like to return your order, email us at:  support@memorialvaults.com.

The returned product should be wrapped in its original packaging materials to help prevent damage in return shipment. No credit can be issued if damages occur as a result of improper packaging.  You may want to acquire additional insurance through the shipping provider.  Be sure to also obtain a tracking number in the event the shipping provider loses the package. The insurance and tracking number help to protect you in the event of damage during transit, or complete loss of the package during transit.

Please inspect your package immediately upon delivery.  Damaged, defective, incorrect, or missing cremation urns/vaults, accessories, or other products must be reported to Legacy Custom Memorial Vaults, LLC within 7 days upon receipt of the package(s).  In the event of such an occurrence, email us at:  support@memorialvaults.com immediately.  Please retain the box(es) and all packaging materials.  You will need these for either a damage inspection by the delivery carrier, or to return the item to us, if needed. 

Credit for damaged, defective, incorrect, or missing products may be forfeited if a report is not made with us within the specified time. No return of damaged merchandise will be accepted without prior pre-approved authorization.

If you’ve received an incorrect product, or are missing a portion of your order, we sincerely apologize for the inconvenience. Please, contact us and a support representative will assist you in getting this corrected. If Legacy Custom Memorial Vaults, LLC made an error on the order, we will send you proper return instructions and pre-paid shipping for the incorrect product.  We will also send you the correct product as soon as possible.

Please contact a support representative for additional assistance by email at:  support@memorialvaults.com.