Refund and Feedback Policy

At Mountain View Crematoria we strive for 100% customer satisfaction.

 

Feedback

Our policy is continuous improvement. Our team of professionals are here to serve you and your family. If there is anything we can do to improve our service, we absolutely welcome your feedback and suggestions.

If you are unsatisfied for any reason, we will do our best to make it right. We encourage you to make contact with us so we can hear your concerns. Our manager will make an appointment with you as soon as possible.

Another option to provide feedback is via a Google Review. You can follow this link.

 

Refunds or Replacements

If you have processed an incorrect payment, we will happily organise a refund or can apply the credit onto your account for next time.

When you collect your loved one from us, that has been transferred in their memorial urn, keepsake and/or jewellery item, or delivery has commenced - Mountain View Crematoria cannot accept product returns due to change of mind for any reason.

If you collect your loved one from us and, upon inspection of the memorial urn, keepsake and/or jewellery item, you discover damage to your product - we will replace the product and transfer your loved one into the new item at no further cost to you. We will also replace your product if you discover faulty workmanship at any time within the first 12 months after the date of collection (or delivery). Working together with our suppliers, it is at our sole discretion to determine if a product was faulty.

To claim a replacement, you must inspect your product and notify us at the time of collection (or delivery) within seven (7) days. We will not accept returns or claims for items damaged by you (by accident or any other means). 

If you have ordered personalised engraving for your product and the work has commenced or completed, unfortunately, we cannot accept a return or refund for your product.