Embrance offers three types of products: custom memorial items made to order, ready-to-ship keepsakes, and digital downloads. Because each is produced and delivered differently, they have different refund policies. Please find the section below that matches what you ordered.
Custom & Personalized Products
Custom memorial products — including funeral programs, prayer cards, posters, guest books, and personalized cremation urns — are made to order specifically for you. Because each item is produced individually with your personalization, they are final sale once production begins.
Before production begins
Full refund available upon request. Contact us immediately at hello@myembrance.com and we will confirm whether production has started on your order.
After production begins
No returns, exchanges, or refunds for change of mind. Materials have already been customized for your order.
Defects and damage
We stand behind the quality of every item we produce. If your order arrives with defective materials, printing errors, or damage in transit, we will replace it at no cost or issue a full refund. Email hello@myembrance.com within 7 days of delivery with:
- Your order number
- Clear photos showing the issue
- A description of the problem
Our team will review your request within 1–2 business days.
Ready-to-Ship Products
Ready-to-ship products — including our keepsake urns — are non-personalized items that we keep in stock and ship within one business day of your order. Because they are not made to order, they are eligible for return within 30 days of delivery.
To return an unused item
- Contact us at hello@myembrance.com within 30 days of delivery
- The item must be unused and in its original packaging
- The customer is responsible for return shipping costs
- Once we receive and inspect the item, we will issue a full refund to your original payment method
If your item arrives damaged or defective
- Email hello@myembrance.com within 30 days of delivery with photos of the damage
- We will generate a prepaid return shipping label at no cost to you
- You can choose a full refund or a replacement
Digital Downloads
Digital products are delivered electronically via a download link sent to the email address on your order. Because digital files can be copied once accessed, the refund policy for these products differs from physical items.
Before first download
If you have not yet accessed your download link and it has been fewer than 7 days since your purchase, a full refund is available upon request. Contact us at hello@myembrance.com with your order number and we will process your refund.
After download
Once the download link has been accessed and the file delivered, digital products are non-refundable. Because the file has been received, we are unable to offer returns, exchanges, or refunds for change of mind.
Defective or corrupted files
If your download is defective, corrupted, or otherwise unusable, we will provide a corrected file or issue a full refund. Email hello@myembrance.com with:
- Your order number
- A description of the issue
Our team will review your request within 1–2 business days.
Processing Time
Approved refunds are processed within 5–10 business days. The refund will be credited to your original payment method. Please note that your bank or credit card company may take additional time to post the refund to your account.
Contact Us
If you have any questions about our refund policy or need to request a replacement, contact us:
- Email: hello@myembrance.com
- Phone: (203) 293-5516
