Last updated: October 9, 2026

This policy applies to orders from Memora Memorials. It works alongside the written quotation and order contract. If a term here conflicts with a consumer right that cannot be excluded under British Columbia law, the law applies.

Custom memorials

Custom memorials are made to the approved design, inscription, dimensions, and artwork. You may request cancellation before manufacturing begins for a refund of payments made. Once manufacturing has begun, a change-of-mind cancellation may not be refundable because the item is being made for your family; where we consider a partial refund, we will explain any completed work or non-recoverable costs. This does not limit any statutory cancellation, refund, or other right.

Please review the written proof carefully before approving it. Cemetery rules, permits, plot measurements, delivery access, and installation charges must be confirmed for the selected cemetery. A quote will identify charges that are known and will explain any service cost that still needs a cemetery or site assessment before you accept it.

Standard, non-personalized items

You may request a return of an unused standard item within 14 days after delivery. Contact us before sending it back so we can provide return instructions. The item must be in its original condition. Unless the item is defective or incorrect, you are responsible for return shipping. Personalized, engraved, made-to-order, or installed items are not eligible for this voluntary change-of-mind return.

Installation and delivery services

You may cancel an installation before a date is booked with the cemetery and installer for a refund of the installation amount paid. If work has begun, we may retain only the value of work already completed, subject to applicable law. If a delivery has already been dispatched, contact us and we will explain the return and carrier charges that apply.

Defects, damage, or an incorrect item

If an item arrives damaged, does not match the approved proof, or has a manufacturing defect, contact us with your order number and photographs. We will assess the issue and arrange a repair, replacement, or refund as appropriate. A request for photographs helps us resolve the matter; it does not shorten a statutory time limit or remove a legal right.

Statutory cancellation rights

Under section 18.4 of British Columbia's Business Practices and Consumer Protection Act, a consumer may cancel a distance sales contract if it omits information required by section 18.2, is inconsistent with information disclosed before acceptance, or the supplier does not provide the required opportunity to review the contract. Notice must be given within 7 days after the consumer receives a copy of the contract.

Section 49 also permits cancellation by notice within 30 days after the contract is entered into if the supplier does not provide the contract copy required by section 48. If a stated supply date is missed by 30 days, or no supply date is stated and delivery does not occur within 30 days after the contract is entered into, the consumer may cancel at any time before delivery. These rights apply in addition to the voluntary return terms above.

How to request a cancellation or refund

Send your order or quote reference and cancellation notice through WhatsApp at +86 150 5221 8425. An electronic notice is treated under the Act as given when sent. For a statutory distance-sales cancellation, we will refund all money received without deduction within the time required by section 50: 15 days after the later of the notice date and, where applicable, the date returned goods are sent. For other approved refunds, we aim to refund the original payment method within 10 business days. Your bank or payment provider may need additional time to post a credit.