Memory Crystal Baltics – Terms and Conditions
I. Ordering Process
a) Our websites (www.memoryurnas.lv, www.memoryurnos.lt) serve as an online catalogue. They do not function as a direct e-shop with a checkout system.
b) To place an order, please select your desired product(s) from our catalogue and send your order via email to tereza.nemeckova@memorycrystal.cz.
c) Your email order must include:
- The product name and code.
- The quantity requested.
- Your full billing and delivery address.
- For memorial glass, cremation jewelry, or laser engravings containing ashes, please include the deceased’s full name and birth/death dates.
d) Upon receiving your email, we will manually confirm the order, verify availability, and provide you with the necessary payment details.
e) An order sent via email is considered binding once you receive our confirmation.
II. Delivery and Payment
a) We deliver products only to Latvia, Lithuania, Estonia, and Finland. For delivery to other countries, please contact us for a custom quote.
b) Orders are shipped either to your end customer’s delivery address or to a specified funeral home. Please ensure that the funeral home is informed about the delivery in advance.
c) Our delivery partner is Itella, Omniva, Venipak, or Lithuanian post. We deliver to address, or to box.
d) Payment is made via Bank Transfer (advance invoice).
- Production of custom-ordered or personalized items will only begin after 100% of the invoice amount has been paid.
e) An invoice will be issued by Memory Crystal s.r.o. based on the prices listed in the online catalogue or as confirmed in the email correspondence.
III. Warranty and Returns
a) We pride ourselves on the highest quality. If you are not satisfied with a standard product, you may return it within 14 days of receipt for a full refund (excluding shipping costs).
b) The right to return applies only to unused standard products.
c) Personalized and custom-made products (e.g., memorial glass and jewelry containing cremation ashes) cannot be returned or refunded due to their unique nature.
d) If a package arrives visibly damaged, do not accept the shipment. If you do accept it, ensure the courier signs a formal damage report.
e) Refunds are issued only after the product is received and inspected. If the product is damaged or used, the refund may be reduced or refused.
IV. Product Availability & Handcrafted Nature
a) As our products are often handcrafted or specialized, restocking may take time. We will always inform you of the estimated timeline via email.
b) Memorial glass and glass urns are handmade. Each piece is a unique work of art; therefore, the final product may slightly differ in shade or pattern from the images in the catalogue. The basic shape remains consistent.
c) The standard production time for handcrafted items is 5–7 weeks.
V. Right of Withdrawal (EU Consumer Law)
a) According to EU consumer protection laws, customers have the right to withdraw from a distance contract within 14 days of receipt without stating a reason (applies to standard goods only).
b) To exercise this right, return the product along with a copy of the invoice and a written statement of withdrawal.
c) Note: This right does not apply to goods made to the consumer’s specifications or clearly personalized (e.g., items containing cremation ashes).
d) The customer bears the full cost of return shipping. Cash-on-delivery returns will not be accepted.
VI. Data Protection
a) Personal data provided in your email order will be used exclusively for processing the order and communication between the store operator, the selected funeral home (if applicable), and the customer.
b) We do not share customer data with third parties, except for essential logistics and fulfillment partners.
VII. Company Information
Memory Crystal s.r.o. Dubice 32, 470 01 Česká Lípa, Czechia, VAT Number: CZ28738063, Phone: +371 26667575 or +420 732846660 Email: tereza.nemeckova@memorycrystal.cz
By sending an order via email, you acknowledge that you have read and agreed to these terms and conditions.