Refund & Return Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@memplanete.com. Please note that returns will need to be sent to the following address: [60302 1st Floor, District 5, Yiwu International Trade City, Jinhua City, Zhejiang Province, China
Contact Number：
+86 19954155194]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@memplanete.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@memplanete.com.
Our Return Policy
Returning products to Memorial Planete is simple. If you are not satisfied with your purchase simply contact our friendly support staff and we will assist you with the process. No restocking fees apply for all products returned within 90 days of the original purchase date with the exception of Solid Gold. Solid Gold pieces are subject to a 20% restocking fee.
Items that cannot be returned/refunded:
- Any item that has been personalized/engraved
- Urns or jewelry that have been filled
- Items that have been damaged or tampered with by family
- Expedited shipping charges are not refundable unless a shipping error occurred on our behalf
- Orders over 365 days old are non-returnable or refundable
Packaging & Sending Your Return
If you would like to return your order place call a support representative at +86 19954155194 or email us.
The returned product should be wrapped in its original packaging materials to prevent damage in return shipment. No credit can be issued if damages occurs as a result of improper packaging. We strongly suggest the return to be sent with a tracking number and insurance. This will help protect you in the case of loss or damage during transit.
Damaged, Defective, or Incorrect Items
Please inspect all packages immediately upon delivery. Damaged, defective, incorrect or missing merchandise must be reported to Memorial Planete within 24 hours upon receipt of package(s). Please retain all boxes and packaging materials for a damage inspection by the delivery carrier, if needed.
Credit for damaged merchandise may be forfeited if report is not made within the specified time. No return of damaged merchandise will be accepted without prior 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 in getting you the correct product. If Memorial Planete made an error on the order we will expedite you the correct product as soon as possible.
Please contact a support representative for additional assistance by phone at +86 19954155194 or email us.
Refunds
If you without justified reason to return, please contact us in time and explain the reason, since within 14 days from the date of purchase, product packaging intact, all the gifts and accessories in good condition, does not affect the second sales, and in the designated Courier company to send back to us, our company in receipt verification case a full refund for you within 10 days after delivery.
To initiate a return, place call a support representative at +86 19954155194 or email us and include your order number. Once we received the returned item and confirm the item condition is the same as your description, we will make a full refund to your original payment method.
If your refund is approved, you will receive the full refund including the shipping fee for sending the item back within 7-15 days. The actual number of days depends on your card issuer.
*We do not accept refunds for presale orders.
*Refund during production line process period will be 20% fee deducted / Personalized items will be 30% fee deducted.
Late or Missing Refunds
If you haven't received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you've done all of this and you still have not received your refund yet, place call a support representative at +86 19954155194 or email us.
Other Notes
Customized products do not accept refund once the order has been placed. (Except for product missing or received the wrong product)
Shipping charges will not be refunded.
The typical turnaround time for returns or replacements is about two to four weeks, but maybe a bit longer during high-volume periods.
All returns are subject to inspection.
All packages, including original containers, must be unmarked and not defaced in any manner.