Refund & Returns Policy

Effective Date: August 6, 2026

This Refund and Returns Policy ("Policy") governs all purchases from Everstone Memorials LLC, a California limited liability company operating as [ Eternity Memorial Store ] at etnty.co. By placing an order, you agree to the terms of this Policy. Please read it carefully before purchasing.

1. Nature of Our Products

All Products sold by [ everstone memorials ] are made to order and personalized to Customer specifications, crafted from granite and, where selected, bronze elements. Custom and personalized items are manufactured exclusively for each individual Customer and cannot be restocked or resold. This Policy reflects the bespoke nature of our Products and is consistent with applicable law governing custom-manufactured goods.

2. Cancellation Policy

2.1 Cancellation Before Design Approval — Full Refund

You may cancel your granite memorial order and receive a full refund at any time before you provide written electronic approval of the design proof. To request cancellation, contact us immediately at hello@everstonememorials.com with your order number. Refunds are processed to the original payment method within 5–10 business days of your cancellation request.

2.2 Cancellation After Design Approval — No Refund

Your payment at checkout constitutes your commitment to purchase the Product as configured in your order. Your written electronic approval of the design proof constitutes your final approval of the Product's appearance — including stone selection, dimensions, engraving content and method, layout, and any bronze elements — and production of your memorial commences immediately upon that approval. From that point, no changes to the stone or design can be made, and no cancellation, return, or refund is available, regardless of the reason, including but not limited to change of mind, change of plans, or change in personal circumstances.

By approving the design proof, you acknowledge and agree that: (a) production has commenced; (b) the appearance of the Product is final and no further changes to the stone can be made; (c) the order cannot be cancelled without incurring significant and irreversible manufacturing costs; and (d) this no-refund policy applies in full.

3. General No-Refund Policy for Custom Orders

Because every Product is custom manufactured and personalized to your specifications, once production has commenced (see Section 2.2), Everstone Memorials LLC does not accept returns and does not issue refunds, except for the single, narrow exception described in Section 4 below. This applies regardless of the reason, including but not limited to change of mind, change of plans, dissatisfaction with the natural appearance of the granite or bronze, or a change in personal circumstances.

This no-refund policy also applies to damage or issues arising during shipping and delivery. Shipping carriers fully insure all shipments, and Everstone Memorials LLC will assist Customers in filing a claim with the carrier for transit-related damage; however, transit damage does not, by itself, entitle the Customer to a refund under this Policy. See our Shipping Policy for the reporting requirements and claims process applicable to shipping and transit damage.

4. Manufacturing Defect Exception — Internal Structural Crack

The only circumstance under which Everstone Memorials LLC will refund the purchase price of a Product is a confirmed manufacturing defect consisting of an internal structural crack or split within the granite that originated during the manufacturing process — as distinguished from natural stone characteristics, damage occurring after delivery, or damage caused during shipping, installation, or handling.

If you believe your memorial has this type of manufacturing defect:

• Notify us at hello@everstonememorials.com with your order number and clear photographic evidence of the internal crack or split within 30 days of delivery

• We will review your claim and, if the internal structural defect is confirmed, will at our sole discretion either: (a) replace the item at no cost to you; or (b) issue a refund of the Product's purchase price to the original payment method

• We cover all shipping and handling costs associated with a confirmed claim under this Section

Refunds issued under this Section are limited strictly to the purchase price of the Product itself. Fees paid for installation services that have already been performed are non-refundable, even where a Product refund is issued under this Section — see Section 7.

5. Craftsmanship Warranty (Repair or Replacement)

Separately from the refund exception in Section 4, every granite memorial sold by Everstone Memorials LLC is backed by a fifty (50) year limited warranty ("Warranty") covering manufacturing defects in engraving quality and craftsmanship of the granite and any bronze elements. This Warranty is effective from the date of original delivery and is transferable to subsequent owners of the memorial. The Warranty provides for repair or replacement only and does not entitle the Customer to a cash refund.

5.1 What This Warranty Covers

• Defects in engraving quality arising from manufacturing — including deterioration of letter depth, symbol accuracy, or surface finish that results from a defect in our sandblast or laser engraving process, as distinguished from normal weathering

• Structural or finish defects in granite or bronze craftsmanship originating from our production process, other than the internal structural crack addressed in Section 4

5.2 What This Warranty Does Not Cover

• Natural weathering, surface erosion, discoloration, or fading of granite or bronze due to exposure to the elements over time

• Damage caused by environmental factors, including rain, frost, freeze-thaw cycles, UV radiation, acid rain, or extreme temperature fluctuations

• Vandalism, theft, or damage caused by third parties

• Damage resulting from improper installation, improper handling, or failure to follow installation guidelines

• Acts of God, natural disasters, or force majeure events

• Errors in personalization that were approved by the Customer in the design proof

5.3 Making a Warranty Claim

To submit a Warranty claim: contact us at hello@everstonememorials.com with: (a) your original order number or other proof of purchase; (b) a clear written description of the claimed defect; (c) clear photographic evidence of the defect; and (d) the current location of the memorial (cemetery name and address). We will review the claim within 30 business days and, if the claim is approved, will arrange for repair or replacement at no cost to you.

6. What Is Not Covered — General Exclusions

• Damage occurring after delivery to the shipping address — including damage from weather, environmental exposure, frost, UV, vandalism, theft, or physical impact

• Damage caused by improper installation, improper handling, or improper maintenance, including installation performed by a party other than our authorized installation partners

• Errors in personalization (names, dates, spelling, symbols) that were present in and approved by the Customer through the design proof process

• Natural and inherent characteristics of granite and bronze, including color variations, natural veining, grain patterns, surface texture variations, and bronze patina development, that are not defects

• Normal weathering, fading, or surface wear of granite or bronze over time

• Damage arising during shipping or transit — see our Shipping Policy for the applicable claims process

7. Installation Services Are Non-Refundable

Installation is an optional add-on service performed by independent third-party installation partners. Once installation services have been performed, fees paid for those services are final and non-refundable, regardless of whether a refund or replacement is later issued for the Product itself under Section 4.

8. Refund Process

All approved refunds are processed to the original payment method only (credit card, debit card, or other payment method used at checkout). We do not issue refunds by check, cash, or alternative payment methods unless the original payment method is unavailable. Refunds are issued in US Dollars. Processing time is 5–10 business days from the date of refund approval; the time for the funds to appear in your account may vary depending on your financial institution. We do not offer partial refunds. 

Please include your order number, a description of the issue, and photographic evidence where applicable in all communications. Verbal or phone-only reports without written follow-up do not constitute a formal claim.

9. Contact for Refund and Return Inquiries

All refund and return inquiries must be submitted in writing to:

Everstone Memorials LLC

221 Hi Vista Rd, Sausalito, CA 94965

Email: hello@etnty.co

Website: etnty.co