Refund policy

BEYOND THIS STONE - RETURNS AND REFUND POLICY

Effective Date: February 1, 2026

OVERVIEW

At Beyond This Stone, we are committed to providing high-quality memorial products and services. Due to the custom and personalized nature of our QR code memorial plates, we have specific policies regarding returns, refunds, and replacements.

Please read this Returns and Refund Policy carefully before placing your order. By purchasing from Beyond This Stone, you acknowledge and agree to the terms outlined below.

SECTION 1 - CUSTOM PRODUCT POLICY

No Standard Returns or Refunds: Due to the custom and personalized nature of our QR code memorial plates, we do not accept returns or offer refunds for completed orders under normal circumstances. Each memorial plate is individually engraved with unique QR codes and linked to personalized digital memorial pages, making them non-transferable to other customers.

Order Carefully: Please review all order details, including spelling, personalization information, and shipping addresses carefully before completing your purchase. Beyond This Stone is not responsible for errors in information provided by the customer.

SECTION 2 - DEFECTIVE PRODUCTS

Free Replacement for Defects: If you receive a product that is defective due to manufacturing errors, material flaws, or engraving defects, Beyond This Stone will provide a free replacement at no cost to you, including shipping.

Defective Product Conditions: A product is considered defective if it:

  • Has manufacturing flaws in the aluminum plate
  • Contains engraving errors made by Beyond This Stone (not customer-provided information errors)
  • Has adhesive failure due to manufacturing defects
  • Arrives damaged due to inadequate packaging
  • Has QR codes that do not function properly due to engraving issues

Defective Product Process:

  1. Contact us at support@beyondthisstone.com within 30 days of delivery
  2. Provide order number and photos clearly showing the defect
  3. We will review your claim and respond within 2 business days
  4. If approved, we will send a replacement product at no charge
  5. Return of the defective item may be required at our discretion

SECTION 3 - 10-YEAR LIMITED WARRANTY

Standard Warranty Coverage: All Beyond This Stone memorial plates include a 10-year limited warranty from the date of purchase at no additional cost.

What Is Covered: The 10-year limited warranty covers:

  • Material defects in the anodized aluminum plate
  • Structural failure of the memorial plate
  • QR code legibility issues under normal outdoor conditions
  • Manufacturing defects that appear during the warranty period

What Is NOT Covered: The 10-year limited warranty does NOT cover:

  • Theft or loss of the memorial plate
  • Intentional damage, vandalism, or abuse
  • Damage caused by improper installation or failure to follow installation instructions
  • Normal wear and weathering that does not affect QR code functionality
  • Damage from extreme weather events, natural disasters, or acts of God (hurricanes, tornadoes, earthquakes, floods)
  • Modifications or alterations made to the product after purchase
  • Damage from cleaning with abrasive materials or harsh chemicals
  • Damage from power tools, sandblasting, or intentional scratching
  • Replacement due to relocation or desire to change memorial information
  • Digital memorial content, storage, or account access issues (covered separately under Terms of Service)

One-Time Replacement: Approved warranty claims are eligible for a one-time replacement of the physical memorial plate during the 10-year warranty period. After one replacement has been provided, the warranty for that specific purchase is fulfilled.

SECTION 4 - WARRANTY CLAIMS PROCESS

How to File a Warranty Claim:

  1. Contact support@beyondthisstone.com with your warranty claim
  2. Provide original order number and proof of purchase
  3. Submit clear photos showing the defect or damage
  4. Describe the circumstances and when the issue occurred
  5. We will review your claim within 3-5 business days

Shipping Responsibilities:

  • Customer Responsibility: A flat-rate shipping and handling fee of $5.00 USD is required for all warranty replacement shipments. This fee covers the cost of packaging materials, shipping, and processing your replacement order.
  • Payment Process: If your warranty claim is approved, we will send you a payment link for the $5.00 shipping fee. Your replacement will ship once payment is received.
  • Return Shipping: Return of the defective or damaged item may be required at our discretion. If required, you are responsible for return shipping costs.

Processing Time: Approved warranty claims will be processed and shipped within 5-7 business days of receiving the shipping fee payment.

SECTION 5 - ANTI-ABUSE POLICY

Warranty Integrity: To maintain the integrity of our warranty program, we reserve the right to:

  • Investigate suspicious or frequent warranty claims
  • Request additional documentation or evidence for claims
  • Deny claims that appear fraudulent or abusive
  • Terminate warranty coverage for customers who abuse the program
  • Require additional proof for claims that fall outside typical wear patterns

Reasonable Use Standard: The 10-year limited warranty is intended for genuine protection against manufacturing defects and material failures under normal use. Claims that appear to result from intentional damage, excessive negligence, or attempts to exploit the warranty program will be denied.

Claim Documentation: We may request:

  • Original order confirmation
  • Photos from multiple angles showing the issue
  • Description of installation method and location
  • Timeline of when the issue first appeared
  • Any other relevant information to evaluate the claim

SECTION 6 - CANCELLATION POLICY

Order Cancellation: Orders may be cancelled without penalty only if:

  • Cancellation request is received within 2 hours of order placement
  • The order has not yet entered production
  • No custom engraving has begun

Cancellation Process: To request cancellation, immediately email support@beyondthisstone.com with your order number and cancellation request.

Refund for Cancelled Orders: Approved cancellations will receive a full refund within 5-7 business days, minus any payment processing fees incurred.

SECTION 7 - DIGITAL MEMORIAL SERVICES

Digital Content: This policy covers physical memorial plates only. Digital memorial page services, including storage and hosting, are covered under our Terms of Service.

Account Access: Refunds or replacements do not affect digital memorial content. Memorial pages will remain accessible according to our Terms of Service regardless of physical product returns or replacements.

Data Backup: Users are solely responsible for backing up their own memorial content. We are not liable for any data loss, and data recovery is not covered under this warranty policy.

SECTION 8 - CUSTOMER SERVICE AND CONTACT

Customer Service: For all returns, refunds, or warranty questions, contact us at:

Response Time: We strive to respond to all customer service inquiries within 1-2 business days.

Dispute Resolution: If you are not satisfied with our resolution of your return or warranty claim, we encourage you to contact us again to discuss the matter further. We are committed to fair and reasonable customer service and will work with you to find an appropriate solution.

SECTION 9 - POLICY UPDATES

Changes to Policy: Beyond This Stone reserves the right to update this Returns and Refund Policy at any time. Changes will be effective immediately upon posting to our website.

Notification: We will notify customers of material changes to this policy via email when possible and by posting updates on our website.

Order Date Governs: The version of this policy in effect at the time of your order will govern your specific purchase. If you have questions about which version applies to your order, please contact us with your order number.

SECTION 10 - LEGAL TERMS

Governing Law: This Returns and Refund Policy is governed by the laws of the State of Nebraska and is subject to the jurisdiction of Douglas County, Nebraska courts.

Integration: This policy should be read in conjunction with our Terms of Service. In case of conflict between this policy and our Terms of Service, the Terms of Service will govern. Both documents together constitute the complete agreement regarding returns, refunds, and warranties.

Limitation of Liability: Our liability for any claim related to returns, refunds, or warranties is limited to the replacement of the product or refund of the purchase price, whichever is applicable. We are not liable for consequential damages, emotional distress, or any indirect damages resulting from product defects or warranty claims.

Severability: If any provision of this policy is found to be unenforceable or invalid, the remaining provisions will continue in full force and effect.

Last Updated: February 1, 2026

For questions about this policy, please contact us at support@beyondthisstone.com.