Return & Refund Policy

At The Monument Store, we stand behind the quality of every monument we produce. Because each monument is custom-designed and fabricated to your exact specifications, our return policy differs from standard retail. We are committed to your complete satisfaction and will work with you to resolve any concerns.

Custom-Made Products

All monuments, headstones, markers, and memorial products sold by The Monument Store are custom-made to order. Each piece is individually designed, fabricated, and engraved according to the design proof that you review and approve before production begins. Because of this custom nature, monuments cannot be returned for a refund once fabrication has started.

This is why we place such emphasis on the design approval process. We provide detailed digital proofs and encourage you to review every element carefully before giving your approval. Our design team is available to make revisions until you are completely satisfied with the proof.

Our Satisfaction Guarantee

We guarantee that your finished monument will match the design proof you approved. Our satisfaction guarantee covers:

• Accurate reproduction: The finished monument will faithfully reproduce the approved design, including text, artwork, layout, and dimensions
• Material quality: The granite will be first-quality stone in the color and finish you selected, free from defects such as cracks, pits, and discoloration
• Craftsmanship: All engraving, sandblasting, and laser etching will be executed with professional precision
• Professional installation: The monument will be set level and plumb on a properly constructed foundation

If your finished monument does not meet these standards, we will correct the issue at no additional cost. In cases where the monument cannot be corrected (such as a significant fabrication error on our part), we will fabricate a replacement monument at our expense.

Cancellation Policy

Before Design Approval

You may cancel your order at any time before you approve the final design proof. Orders cancelled before design approval will receive a full refund of any payments made, minus a $75 design fee if substantial design work has been completed.

After Design Approval, Before Fabrication

If you cancel after approving the design proof but before fabrication has begun, you will receive a refund of your payment minus a 15% restocking and design fee. This covers the cost of design work, cemetery research, and administrative processing.

After Fabrication Has Begun

Once fabrication has started, cancellations are not eligible for a refund because the granite has been cut and engraved to your custom specifications and cannot be repurposed. In exceptional circumstances, we will work with you on a case-by-case basis. Please contact us as soon as possible if your situation changes.

Damage Replacement

If your monument is damaged during shipping or installation through no fault of your own, we will replace the monument at no additional cost. Our shipping insurance and installation warranty cover:

• Cracks or chips sustained during freight transport
• Breakage during the installation process
• Foundation failure within the first 12 months due to installation error

Damage must be reported within 7 days of delivery or installation. Our installation crews document the condition of every monument at the time of setting, providing photographic evidence of the completed installation.

Errors and Corrections

Errors Made by Us

If the finished monument contains an error that was not present on the approved design proof (for example, a misspelling introduced during production), we will correct the error at our expense. If the error cannot be corrected, we will fabricate a new monument at no cost to you.

Errors on the Approved Proof

If the monument matches the approved proof but the proof contained an error that was overlooked during your review (for example, an incorrect date that you approved), correction is considered a modification. We will work with you to correct the issue at the most reasonable cost possible, which may include re-engraving or, in some cases, fabricating a replacement panel.

Warranty Coverage

All monuments come with our written craftsmanship warranty that covers:

• Structural defects in the granite (cracking, splitting, or delamination not caused by external forces)
• Engraving deterioration under normal weather conditions (significant fading or loss of definition)
• Foundation settling or failure under normal soil conditions

Not Covered by Warranty

• Damage from vandalism, accidents, or intentional acts
• Damage from natural disasters (earthquakes, floods, tornadoes, lightning)
• Normal weathering and patina development over time
• Damage from cemetery maintenance equipment (mowers, trimmers)
• Unauthorized modifications, additions, or repairs by third parties
• Biological growth (moss, lichen, algae) which is a normal environmental occurrence

How to Request a Return or Correction

If you need to request a cancellation, report damage, or request a correction, please contact us as soon as possible:

1. Contact our customer service team by phone or email with your order number
2. Describe the issue in detail and provide photographs if applicable
3. Our team will review your request and respond within 2 business days
4. If correction or replacement is warranted, we will provide a timeline for resolution

Refund Processing

Approved refunds are processed within 10 business days. Refunds are issued to the original payment method. Please allow an additional 5-10 business days for the refund to appear on your statement, depending on your financial institution.

Contact Us

For questions about our return and refund policy, warranty claims, or to initiate a return or correction request: