Terms and Conditions

Introduction

Welcome to VisitMyStory. We are dedicated to ensuring that you are satisfied with your order, and we strive to ensure that the quality of all products bought meets your expectations. The terms within this document outline how we ensure quality and how we aim to respond to any issues resulting from our service.

Our Services

We provide various services associated with memorials, both digital and physical. Our services span sales, distribution, delivery, and post-care. As part of our packages, the digital memorial is created by our team and linked to the QR code that allows access to the memorial. The memorial creation form will be sent to your email through the order confirmation email. We aim to dispatch your digital memorial within 5 working days, which should allow enough time for the digital memorial to be created. If there is a delay, we will inform you directly.

Lifetime Guarantee

We provide a lifetime guarantee for the physical plaque should it be destroyed due to natural circumstances such as rain, rust, and other defects resulting from material degradation. This guarantee does not cover damage resulting from foul usage such as frequent removal of the plaque or tampering with it. The guarantee covers natural degradation that should be prevented through effective manufacture.

Damage During Manufacturing

We inspect all manufactured plaques and ensure that the quality is consistent for each order. If you find any manufacturing faults with the plaque (such as inadequate barcode clarity or bent metal), please let us know as soon as possible once the order has arrived to ensure that we are able to help.

Damage During Delivery

As we use third-party delivery services such as Royal Mail, we are unable to guarantee the condition of the product following the delivery. If there are any issues with this, please contact us directly and ensure that you maintain photographic evidence. The original product may require a return, which would be covered by VisitMyStory.

Refunds and Returns

Should you not be happy with our services, you can return the physical memorial within 30 days for a full refund. The memorial should not have been used and should be in the same condition as when it arrived. Once a return is processed, the digital memorial will be removed, and the refund will be processed. The refund may take up to 10 working days from when you first make the request. We are not liable for the costs associated with the returns, and those must be covered by the customer.

Should you have any issues with your order following the 30-day return period, please contact us through our contact form, and we will try to help however possible.

Complaints

Should you have a complaint regarding any part of our service, please contact us using our dedicated contact form that can be found here. We aim to respond to all complaints within 10 working days.

Limitations of Liability

Although we strive to ensure our customers receive the highest level of service, we are unable to take liability for damages caused as part of our service. As per the privacy statement, we are unable to guarantee that the digital media provided to us would not be used by third parties. Albeit this, we do not directly share any of your data with any third parties for marketing or advertisement purposes.

Contact Information

If you need further assistance, please contact us at:

Email: [email protected]