Refund policy

Laker Memorial / Angkor Artwork

Last Updated: January 10, 2026

1. Our Philosophy

We create each urn with love and attention to detail. Your satisfaction is important to us. If you are not completely satisfied with your purchase, we are ready to help.

2. Return Period

You can return an item within 14 days from the date of receiving the package.

The countdown begins:

  • From the delivery date (according to tracking number)
  • Or from the date of collection at post office/pickup point

3. Return Conditions

3.1 Items Eligible for Return

✅ You can return an item if:

  • The item is not personalized (without engraving)
  • The item has not been used
  • The original packaging and all materials are preserved
  • The item is in original condition (without scratches, chips, stains)
  • You have proof of purchase (order number or receipt)

3.2 Items NOT Eligible for Return

❌ We cannot accept returns for:

  • Personalized items (with engraved names, dates, text)
  • Items that have been used
  • Items with damage that occurred after delivery
  • Items with lost or damaged packaging (except in cases of receiving defective goods)
  • Items returned after the 14-day period has expired

Why personalized items cannot be returned:
Engraving makes the item unique and impossible to resell. Before confirming a personalized order, we will send you a mockup for written approval and obtain your written confirmation via email. After receiving your written confirmation, changes and returns are not possible.

4. Special Cases

4.1 Received Damaged Item

If you received a damaged item:

Act within 7 days:

  1. Photograph the damage and packaging
  2. Contact us within 7 days at info@lacquermemorial.com
  3. Provide your order number and attach photographs

We will offer you a choice of:

  • 🔄 Free replacement of the item
  • 💰 Full refund (including shipping costs)

Important:

  • We pay for return shipping of damaged goods
  • Do not discard the damaged item until we coordinate with you
  • Check the package upon receipt in the presence of the courier

4.2 Received Wrong Item

If we sent the wrong item:

We will correct the error:

  • Send the correct item free of charge
  • Arrange free return of the wrong item
  • Offer a discount on your next order as an apology

4.3 Manufacturing Defect

If you discover a manufacturing defect (cracks, uneven lacquer, wood defects):

Notification period: 30 days from receipt

We will offer:

  • Free replacement
  • Full refund
  • Repair (if possible)

What is NOT considered a defect:

  • Natural variations in wood texture
  • Minor differences in lacquer shade (handmade)
  • Unique characteristics inherent to handmade items

5. Return Process

Step 1: Contact Us

Email: info@lacquermemorial.com
Subject: "Return for order [order number]"

Please provide:

  • Order number
  • Reason for return
  • Photos of the item (if there are quality concerns)

Step 2: Receive Confirmation

We will respond within 48 hours and provide:

  • Confirmation of return eligibility
  • Return address
  • Packaging instructions
  • RMA number (Return Merchandise Authorization)

Step 3: Ship the Item

Packaging:

  • Use original packaging
  • Add protective materials (bubble wrap, paper)
  • Ensure the item is securely fastened

Important:

  • Do not write the RMA number on the original product box
  • Use an outer box for shipping
  • Ship with tracking number (we recommend insuring the shipment)

Return address:
[Specify warehouse/office address in Cambodia]
ANGKOR ARTWORK - Returns Dept.
RMA: [your number]

Step 4: Tracking

Send us the tracking number after shipping.

Step 5: Refund

After receiving and inspecting the goods:

  • Inspection period: 3-5 business days
  • Refund: within 14 days after inspection
  • Refund method: same method used for payment

6. Return Shipping Costs

6.1 You Pay for Shipping If:

  • You changed your mind (style, size didn't suit, etc.)
  • The item doesn't meet your expectations (but has no defects)

Tip: Insure the shipment. We are not responsible for loss of packages during return.

6.2 We Pay for Shipping If:

  • Item was damaged during delivery
  • Manufacturing defect
  • We sent the wrong item
  • Error in order due to our fault

How it works:
We will send you a prepaid shipping label (if available in your country) or reimburse shipping costs after receiving the receipt.

7. Refunds

7.1 What is Refunded

For standard returns (no defect):

  • ✅ Item cost
  • ❌ Shipping cost (not refunded)
  • ❌ Return shipping cost (paid by customer)

For defects/damage/our error:

  • ✅ Full item cost
  • ✅ Shipping cost
  • ✅ Return shipping cost (reimbursed)

7.2 Refund Method

Funds are returned by the same method used for payment:

  • Bank card → to the same card
  • PayPal → to the same PayPal account
  • Other methods → specified individually

7.3 Refund Timeline

  • Processing: up to 14 business days after receiving goods
  • Credit to account: 3-10 business days (depends on bank)

Total: from the moment we receive the return until the money is credited to your account may take up to 24 business days.

7.4 Partial Refund

A partial refund is possible if:

  • The item was returned with minor damage
  • Part of the contents is missing
  • Original packaging is lost (but item is not personalized and in perfect condition)

The amount of partial refund is determined individually.

8. Exchange

8.1 Exchange Possibility

We do not offer direct exchange of an item for another model.

Instead:

  1. Process a return of the current item
  2. Receive a refund
  3. Place a new order

Why:
This is faster and more transparent, considering international shipping and production times.

8.2 Exception for Defects

If the item is defective, we will replace it with an identical one free of charge without the need for a refund.

9. Order Cancellation

9.1 Before Production Starts

You can cancel your order free of charge if:

  • The item has not yet been shipped
  • Production has not started (for personalized items)

How to cancel:
Contact us as soon as possible: info@lacquermemorial.com

Refund: 100% of cost within 7 business days

9.2 After Production Starts

If production of a personalized item has already begun:

  • Cancellation is not possible, as engraving is already being performed
  • We will notify you of the start of production before it begins

9.3 After Shipment

If the item has already been shipped:

  • Cancellation is not possible
  • You can process a return after receipt (see section 2)

10. International Return Specifics

10.1 Customs Duties

  • Customs duties paid upon receipt are not reimbursed by us
  • Additional customs procedures may occur in your country during return
  • We recommend consulting with your local customs

10.2 Difficulties with Returns from Certain Countries

Returns from remote countries may be:

  • Expensive (high shipping cost)
  • Lengthy (up to 4-6 weeks in transit)

Alternative:
In some cases we can offer:

  • Partial refund without returning the item
  • Discount on next purchase
  • Other solution (discussed individually)

11. Warranty

11.1 Warranty Period

Standard warranty: All items have a 12-month warranty for manufacturing defects from the date of receipt.

Extended warranty for EU: For customers from the European Union, a 24-month warranty (2 years) applies in accordance with EU consumer protection legislation requirements.

Covered by warranty:

  • Cracks in wood (not caused by dropping)
  • Lacquer peeling (with normal use)
  • Construction defects
  • Material defects

NOT covered by warranty:

  • Damage from dropping, impact, misuse
  • Exposure to extreme temperatures, moisture
  • Natural wear and tear
  • Scratches, scuffs from use

11.2 Warranty Repair or Replacement

In case of a warranty claim, we will free of charge replace or repair the item (at our discretion).

11.3 Right to Repair (EU)

From July 2026 for EU customers:

In accordance with the EU Right to Repair Directive, coming into force in July 2026, customers from the European Union have additional rights:

Right to choose repair:

  • You can choose to repair the item instead of replacing it during the warranty period
  • We will provide repair free of charge if it is technically feasible and economically reasonable
  • If repair is not possible, replacement or refund will be offered

Availability of spare parts:

  • Main components and spare parts will be available for at least 5 years after production
  • We will provide information about spare parts availability upon request

Repairability information:

  • Upon request, we will provide information about the repairability of a specific model
  • For complex items, a care and basic maintenance guide is provided

Repair timeline:

  • Repair will be completed within a reasonable time (usually 14-30 days)
  • Warranty period is extended by the repair period

Contact information:
For repair inquiries: info@lacquermemorial.com

12. Consumer Rights by Jurisdiction

12.1 European Customers (EU)

General EU Consumer Rights:
If you are in the EU, you have the following rights under Consumer Rights Directive 2011/83/EU:

  • Right to return within 14 days without explanation
  • 24-month warranty for manufacturing defects
  • Right to repair or replacement of defective goods
  • Right to price reduction or contract termination if repair/replacement is impossible
  • From July 2026: Right to repair under new EU Directive

EU representative contact information:
[Specify EU representative address, if applicable]

12.2 US Customers

US Consumer Rights:
In addition to this policy, consumer protection laws at state and federal level apply:

  • Magnuson-Moss Warranty Act (federal warranty law)
  • State consumer protection laws
  • Right to compensation in case of fraud or material misrepresentation

For California customers:

  • California Consumer Privacy Act (CCPA) provisions apply
  • Additional return and warranty rights under California law

12.3 Australian Customers

Australian Consumer Rights:
Under Australian Consumer Law (ACL):

  • Right to remedy, repair or replacement for major defects
  • Consumer Guarantees for quality of goods
  • Goods must match description and be fit for purpose
  • Warranty period is determined by reasonable time of use

Contact information:
Australian Consumer Law: www.consumerlaw.gov.au

12.4 UK Customers

UK Consumer Rights:
Under Consumer Rights Act 2015:

  • Right to return within 30 days if goods do not match description or are defective
  • Right to repair or replacement within 6 months of purchase
  • Right to price reduction or refund after 6 months
  • Protection for online purchases under Consumer Contracts Regulations

Alternative dispute resolution:
If you are not satisfied with the resolution, you can contact an Alternative Dispute Resolution (ADR) service.

12.5 Other Jurisdictions

This policy does not limit your consumer rights provided by the legislation of your country. If the legislation of your country provides broader rights, those rights apply.

13. Contact Information

For return and exchange inquiries:

Email: info@lacquermemorial.com
Email for repair inquiries (EU): info@lacquermemorial.com
Subject: "Return for order [number]" or "Return inquiry"

Legal address:
ANGKOR ARTWORK
Registration No. 50003135
Siem Reap, Cambodia

Response time: within 48 hours (business days)

14. Important Reminders

✅ Before ordering a personalized item:

  • Carefully check spelling of names and dates
  • We will send you a mockup for approval via email
  • You must provide written confirmation via email
  • After your written confirmation, changes and returns are not possible

✅ Upon receiving the package:

  • Check packaging for damage
  • Photograph if packaging is damaged
  • Open and inspect the item within 7 days
  • Report any damage within 7 days

✅ When returning:

  • Contact us BEFORE shipping
  • Use reliable packaging
  • Ship with tracking number
  • Keep the shipping receipt

We value your trust and strive to make the return process as simple and transparent as possible.

Last Updated: January 10, 2026
Company: ANGKOR ARTWORK, Cambodia