Refund policy.

If the cemetery does not allow the memorial

We check the cemetery's rules before we cast. If the cemetery will not allow a memorial on your grave, we cancel the order and refund everything you paid.

If you change your mind before we cast

You may cancel at any time before casting starts and we refund everything you paid. We will tell you before we start casting.

Once the memorial has been cast

Each memorial is cast for you and engraved with your plot number, so it cannot be sold to anyone else. Once casting has started we cannot refund an order because of a change of mind.

If something is wrong with the memorial

If your memorial is cracked, broken, wrongly engraved or otherwise faulty, tell us within six months of the day it was placed. You choose whether we repair it, replace it or refund you. This is your right under the Consumer Protection Act and it costs you nothing.

This does not cover damage caused by vandalism, theft or accident after the memorial was placed.

If we cannot deliver

If we cannot cast or place your memorial for any reason, we refund everything you paid.

Ringtones

A ringtone is a digital download that starts as soon as you pay. If the download does not work, or the ringtone will not play on your phone, tell us within seven days of paying and we will help you or refund the R10.

How refunds are paid

We pay refunds back the way you paid: to the bank account a PayShap or instant EFT payment came from, or to the card you paid with. We do this within seven working days of agreeing the refund. A card refund can take a few more days to show on your statement. We do not pay refunds in cash or to another person's account.

How to ask for a refund

Email forever@newdawn.family with your payment reference, your name and your mobile number, and tell us what happened. We answer within two working days.

Nothing in this policy takes away any right you have under the Consumer Protection Act or the Electronic Communications and Transactions Act.

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