Returns Policy
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Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Stones (including flat markers, hickeys, pillows, uprights, custom pieces & decorative stones) that had approved proofs signed by the purchaser, or any other parties that the purchaser declares has the right to sign on their behalf of the purchaser, either in person, over the internet or by email, and has been engraved cannot be returned. If there is an error on the part of Gateway Monuments Ltd., the company shall replace or repair the stone at their convenience. Urns that have been approved via signature in person, over the internet, or by email and have engraving or a photo on it are not refundable.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Partial Returns may be possible:
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, or by cheque or email transfer, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
It may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@gatewaymonuments.ca.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@gatewaymonuments.ca and send your item to: 973 Pinecreek Road South, Callander, ON, P0H 1H0, Canada.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, you should mail your product to: 973 Pinecreek Road South, Callander, ON, P0H 1H0, Canada.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Gateway Monuments
Tel: 705.752.5497 Toll Free: 1.800.449.5825
Email: info@gatewaymonuments.ca
Address: 973 Pinecreek Road South, Callander ON P0H 1H0