Return policy

Thank you for choosing Dignity Tombstones. We offer a 12 months Guarantee with our tombstone installations.

We understand the importance of providing a clear Return Policy to ensure customer satisfaction. Please review our return policy outlined below:

Eligibility for Returns

• Defective or Damaged Products: Our return policy covers defective or damaged tombstones, errors made by our company during the customization process, and discrepancies between the ordered product and the received product.
• Private Transportation and Foundation Construction: The Company disclaims any liability for damages incurred if the customer opts to utilize private transportation for the tombstone or hires a private contractor to construct the foundation for its installation.
• Damage from External Factors: The Company assumes no responsibility or liability for any damage to the tombstone resulting from external factors, including tipping over by an animal or any other causes occurring after installation.
• Customized Tombstones: Since each tombstone is unique and personalized, we cannot accept returns or exchanges on customized orders unless there is a manufacturing defect or an error on our part.
• Discretionary Consideration: Returns for reasons other than those mentioned above, such as changes in personal preferences or ordering errors made by the customer, may be subject to discretionary consideration.

Please note that all returns must comply with the specified conditions and procedures outlined in our return policy to be eligible for consideration.

Notification of Return

If you wish to initiate a return, kindly contact our customer service within 72 hours of receiving the tombstone. Our team will assist you throughout the return process and provide any necessary guidance or support.

Email: info@dignitytombstones.co.za
Phone: 073 799 5196

Please ensure to include your order number along with a detailed reason for the return request when contacting us. We value your feedback and strive to address any concerns promptly.

Return Procedures

Before returning the tombstone, it is important to obtain approval from our customer service representative. Please reach out to them, and they will guide you through the necessary return procedures and provide you with a return authorization number.

Return Shipping

The customer is responsible for covering the cost of return transportation costs, except in cases where the return is due to our company’s error, such as defective or damaged products.

Inspection and Refunds

Upon receiving the returned tombstone, our team will conduct a thorough inspection to verify its condition and the reason for return. We strive to process returns in a timely manner to ensure a smooth experience for our customers.

In cases where the return is a result of our company’s error, such as defective or damaged products, or errors in customization, we take full responsibility. We will cover the return shipping costs and provide either a refund or offer a replacement, depending on the customer’s preference.

• A 20% cash handling fee will be deducted from cash refunds.
• A 15% handling fee will be deducted from all card payments.
• A 10% handling fee will be deducted from all EFT payments.

If a customer wishes to exchange the tombstone for one in the same category and no engraving has taken place, they must first obtain approval from our team. Once approved, the exchange will be processed free of charge, subject to availability.

If you have any further inquiries or require assistance, please don’t hesitate to contact our customer service team.

Non-Returnable Items

• Customized tombstones, including those with personalized engravings or special orders, cannot be returned unless they are defective or there is an error on our part.
• Grave markers and memorials that have already been installed cannot be returned.
• Items damaged due to mishandling or improper care after delivery are not eligible for returns.

Cancellation Policy

Since all tombstones are personalized and created to your specifications, cancellations can only be made within 1 day of placing the order and if the order has not been engraved yet, and a cancellation fee may apply.

Customer Satisfaction

We strive to ensure that every customer is satisfied with their purchase. If you have any concerns or questions about our Return Policy, please contact our customer service team. We will do our best to address your concerns and find a suitable solution.