These Terms & Conditions govern your use of the Everlasting Memories website and any orders placed with us for memorial tribute films, printed Order of Service stationery and personalised memorial gifts.
Who you are contracting with
Everlasting Memories is a trading name of Everlasting Memories Group Ltd, and it is that company you contract with when you place an order.
- Registered name: Everlasting Memories Group Ltd
- Company number: 17416168
- Registered in: England and Wales
- Registered office: TaxAssist Accountants, 2 Middleton Road, Royton, Oldham OL2 5PA
- Email: everlastingmemoriesvisuals@gmail.com
- Telephone: 07908 792657
Orders and payment
Payment is required in full at the time of ordering unless otherwise agreed in writing. We accept Stripe, PayPal, Apple Pay, Google Pay and bank transfer.
All prices shown on this website are the total you pay. We are not currently registered for VAT, so no VAT is charged and none is recoverable on our invoices. Delivery costs, where they apply, are shown separately before you pay.
Delivery timeframes
Standard delivery is 2 weeks from receipt of all materials. Rush delivery is 3–4 working days where selected. Timeframes begin once photographs, music selections and any special requests have been received in full.
Your right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you normally have 14 days to cancel an order bought online. Because almost everything we make is created for one family, the exceptions in those regulations apply to most of our work:
- Bespoke and personalised items. Tribute films, Order of Service booklets and personalised memorial gifts are made to your specification or clearly personalised for you. Regulation 28 excludes such items from the 14-day right to cancel, so once work has begun these orders cannot be cancelled for a change of mind.
- Services begun within the 14 days. Where you ask us to start work before the cancellation period ends — which is usual, given funeral timescales — you may still cancel, but you must pay for the work already carried out.
- Shop items without personalisation. Any item bought from our gift shop with no personalisation applied may be cancelled within 14 days of delivery and returned unused and in its original packaging, at your cost, for a refund. Please email us before returning anything and we will give you the correct return address — our registered office is a service address and cannot accept parcels.
None of this affects your legal rights if an item arrives faulty, damaged, or not as described. To cancel or report a problem, email everlastingmemoriesvisuals@gmail.com quoting your order reference.
Revisions
Revisions are included on Gold and Platinum packages. Additional revisions on other packages may be arranged for a small fee.
Copyright and music
You are responsible for ensuring you have permission to use any photographs, video clips or music you supply. We license and clear music where required.
Refunds
Because tribute films and printed stationery are bespoke, refunds outside the rights set out above are considered on a case-by-case basis. If you are not satisfied, we will always endeavour to make it right.
Complaints
If something has gone wrong, please email everlastingmemoriesvisuals@gmail.com and we will acknowledge your complaint within two working days and aim to resolve it within ten. Nothing in these terms limits your rights under the Consumer Rights Act 2015.
Contact
Questions about these terms? Please email everlastingmemoriesvisuals@gmail.com.