Refund policy

At TrueHaven Memorials, we want every customer to feel confident when purchasing from us. If you are not fully satisfied with your order, we are here to help.

1. Return Window

We offer a 30-day return policy. You may request a return within 30 days from the delivery date.

2. Eligibility for Returns

  • Item must be in new, unused condition.
  • Must include original packaging, accessories, and documentation.
  • Proof of purchase (order number or receipt) required.
  • Return authorization is required before sending anything back.
  • Item must not be personalized, engraved, or custom-made. Please see Section 4.

Items returned without approval will not be accepted. To request a return, contact us at support@truehavenmemorials.com.

3. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us within 2 days of delivery with:

  • Your order number
  • Clear photos of the product and packaging
  • A short description of the issue

We will arrange a replacement, exchange, or full refund at no extra cost to you.

This applies to personalized and custom items as well. If an engraved or customized piece arrives damaged, defective, or engraved incorrectly through our error, we will replace it or refund you in full.

4. Non-Returnable Items

  • Used items or items damaged after delivery
  • Items not in original packaging
  • Personalized, engraved, or custom-made items. Because these are produced specifically for you and cannot be resold, they are not eligible for return or exchange unless they arrive damaged, defective, or engraved incorrectly through our error. Please review your engraving details carefully before completing your order.
  • Gift cards
  • Items returned after 30 days
  • Items returned without prior authorization

5. Return Shipping & Fees

  • Return Method: By mail
  • Return Label: Provided by TrueHaven Memorials
  • Return Shipping Cost: Free
  • Restocking Fees: None

Return Address:
TrueHaven Memorials
98 US Hwy 46, Ste 7-1112
Budd Lake, NJ 07828
United States

6. Refunds

Once we receive and inspect your return, we will notify you of approval or rejection. Approved refunds are issued to your original payment method within 5 business days.

Please note your bank or card provider may need extra time to process the refund.

If more than 15 business days have passed since approval, email us at support@truehavenmemorials.com.

7. Exchanges

The fastest way to exchange is to request a return and place a new order once the return is approved. You may also contact us for assistance with exchanges.

8. Order Cancellations

Orders may be cancelled within 4 hours of purchase if they have not been processed or shipped. Please email support@truehavenmemorials.com immediately for cancellation requests.

9. EU 14-Day Cooling-Off Period (If Applicable)

For EU customers, you may cancel or return your order within 14 days for any reason. Items must be unused, in original condition, and with original packaging.

This right does not apply to goods that are made to your specifications or clearly personalized, including engraved and custom items. This exemption is provided for under EU consumer law.

10. Contact Us

For any questions or return assistance, contact us at:
support@truehavenmemorials.com