Terms of service

Laker Memorial / ANGKOR ARTWORK

Last Updated: January 10, 2026

1. Introduction

Welcome to lakermemorial.com (the "Site"). The Site is operated by ANGKOR ARTWORK (Registration No. 50003135, TIN: E116-1500003506), a company registered in the Kingdom of Cambodia, Siem Reap. Owner: STOCKER ERIC LOUIS MICHEL.

By using our Site and purchasing our products, you agree to these Terms of Service. Please read them carefully before placing an order.

We understand how important and emotionally significant the purchase of a memorial urn is. These Terms are designed to protect both you and us while ensuring the most transparent and respectful cooperation.

2. Product Description

2.1 Nature of Products

We create and sell memorial urns that are works of art, handcrafted from lacquerware by artisans in Cambodia. Each piece is unique and may vary slightly from photographs on the Site due to the handmade nature of production.

2.2 Materials

All our urns are made from:

  • Premium natural wood (teak, mango, or other hardwoods)
  • Traditional Cambodian lacquer using centuries-old application techniques
  • Eco-friendly materials free from toxic substances

2.3 Personalization

We offer personalization services:

  • Engraving of names, dates, and short dedications
  • Choice of designs and ornaments
  • Custom symbols or images (subject to agreement)

Important: Personalized items are non-returnable, except in cases of manufacturing defects or damage during shipping.

2.4 Fragility of Products

Our urns are fragile items made from natural wood and lacquer. They require careful handling during transportation and use.

3. Order Process and Payment

3.1 Prices

All prices are listed in USD and include the cost of the item. Shipping costs are calculated separately during checkout depending on the destination country and selected shipping method.

3.2 Payment System

Payment is processed through the secure PayWay payment system (Cambodia). We accept:

  • Major credit cards (Visa, Mastercard, American Express)
  • Other payment methods supported by the payment system

All transactions are protected by SSL encryption. We do not store your credit card information.

3.3 Order Confirmation

After placing an order, you will receive a confirmation email at the address provided during checkout. The purchase contract is considered concluded from the moment we send you the confirmation email.

3.4 Order Cancellation Before Production

You may cancel your order without penalty within 24 hours of placement (before production begins). To cancel, contact us at info@lacquermemorial.com.

4. Production Timeline

4.1 Standard Timeline

  • Standard items without personalization: shipping within 3-5 business days from payment confirmation
  • Items with personalization: production takes 7-14 business days from approval of the design proof

4.2 Production Delays

In rare cases, timelines may be extended due to:

  • Complexity of personalization
  • Additional time needed for lacquer drying
  • Force majeure circumstances (see Section 14)

We always notify customers of any delays in advance.

5. Proof Approval Process (for Personalized Items)

5.1 Mandatory Approval

For all personalized orders, we send you a design proof for approval before starting production. The proof shows:

  • Engraving text (name, dates, dedication)
  • Placement of elements
  • Selected font and size

5.2 Approval Timeline

After receiving the proof, you have 5 business days to:

  • Approve the proof
  • Request changes (up to 2 free revisions)
  • Cancel the order with full refund

If we do not receive a response within 5 business days, the proof is automatically considered approved, and we proceed with production.

5.3 Responsibility After Approval

After approving the proof, you are responsible for the accuracy of the information. Errors missed during the approval stage are not grounds for return or replacement of the item.

5.4 Proof Delivery

Proofs are sent to the email address provided during checkout. Please check your spam folder.

6. Shipping

6.1 International Shipping

We ship worldwide through verified international shipping services (DHL, FedEx, UPS, or national postal services). Delivery times:

  • Express shipping: 5-7 business days (to most countries)
  • Standard shipping: 10-21 business days

Exact timelines depend on the destination country and customs clearance.

6.2 Special Packaging for Fragile Items

Understanding the value and fragility of our products, we use reinforced packaging:

  • Internal protection: bubble wrap + foam inserts
  • Double cardboard boxes (inner + outer shipping box)
  • "FRAGILE" markings on all sides
  • Moisture protection sealing

6.3 Package Tracking

After shipping, you will receive:

  • Tracking number
  • Link to track on the shipping service website
  • Delivery status notifications

6.4 Customs Duties and Taxes

Important: The buyer is responsible for payment of customs duties, import taxes, and other fees that may apply in the destination country. These costs are not included in the product or shipping price and may vary significantly by country.

We complete customs declarations honestly and accurately, stating the actual value of goods.

7. Shipping Insurance

7.1 Included Insurance

All shipments are automatically insured for the full order value (product + shipping) against:

  • Loss during transportation
  • Damage during transportation
  • Theft

7.2 Insurance Claim Procedure

In case of loss or damage during shipping:

  1. Notify us within 48 hours of receipt (or expected receipt date for lost packages)
  2. Provide photos of damage and packaging
  3. We initiate an insurance claim with the carrier
  4. Within 5-7 business days, we either send a replacement or refund the full amount

7.3 Additional Insurance

For particularly valuable personalized orders (valued over $500), we recommend extended insurance, which can be added during checkout.

8. Returns and Refunds

8.1 Right to Return Non-Personalized Items

You have the right to return non-personalized items within 14 days of receipt, provided:

  • The item has not been used
  • Original packaging is preserved
  • The item is in its original condition without damage
  • All protective stickers and tags are undamaged

8.2 Exceptions to Return Rights

Non-returnable items:

  • Personalized items (with engraving, custom design)
  • Items that have been used
  • Items with damaged packaging (except when receiving damaged goods)
  • Items ordered to custom specifications

8.3 Return Procedure

To return an item:

  1. Contact us at info@lacquermemorial.com within 14 days of receipt
  2. Provide order number and reason for return
  3. Wait for our confirmation and return instructions
  4. Send the item to the specified address with tracking

8.4 Refund

After receiving and inspecting the returned item (checking for completeness and absence of damage), we will process a refund within 14 business days using the same payment method used for the purchase.

Refund includes:

  • Full product price
  • Initial shipping cost (if return is our fault)

8.5 Return Shipping Cost

Return shipping cost is paid by the buyer, except in cases of:

  • Receiving defective goods
  • Order error on our part
  • Damage during transportation
  • Product not matching description

9. Damaged or Defective Goods

9.1 Inspection Upon Receipt

Critically important: Carefully inspect the goods upon receipt in the presence of the courier. If the packaging shows visible damage:

  • Take photos of the packaging from all sides BEFORE opening
  • Open the packaging in the presence of the courier
  • Document any damage to the item
  • Ask the courier to prepare a damage report (if possible)

9.2 Damage Reporting Timeline

Any damage or manufacturing defects must be reported within 48 hours of receipt to: info@lacquermemorial.com

Include:

  • Photos of damage/defect (close-up and overall view)
  • Photos of packaging (external and internal)
  • Order number
  • Package tracking number

9.3 Our Responsibility for Defects or Damage

In case of receiving damaged or defective goods, we will immediately:

  • Replace the item with a new one (with priority shipping) OR
  • Refund the full order amount, including shipping

Return shipping of the damaged item is paid by us (we will send a prepaid label or reimburse costs).

9.4 Insurance Protection

All cases of damage during transportation are covered by insurance. We handle all interaction with the insurance company and carrier.

10. Warranties and Representations

10.1 Quality Warranty

We warrant that all our products:

  • Are made from high-quality materials
  • Match the description on the Site
  • Are suitable for their intended purpose (ash storage)
  • Comply with all applicable safety standards

10.2 Characteristics of Handcrafted Items

Since each item is handcrafted by artisans:

  • Minor differences from photographs are possible (±5-10% in dimensions and shades)
  • Wood texture and lacquer pattern are unique to each item
  • Minor irregularities characteristic of handwork are possible
  • This is not a defect but confirms the authenticity of handcrafted work

10.3 Warranty Period

We provide a 12-month warranty from the date of purchase for:

  • Structural integrity of the item
  • Peeling or cracking of lacquer coating (under normal storage conditions)
  • Manufacturing defects

Warranty does NOT cover:

  • Damage from dropping, impact, or improper handling
  • Damage from exposure to extreme temperatures or humidity
  • Natural aging of materials

11. Limitation of Liability

11.1 Maximum Liability

Our aggregate liability to you for any claims related to use of the Site or purchase of products is limited to the amountactually paid by you for the specific item.

11.2 Exclusion of Indirect Damages

We are not liable for:

  • Indirect, incidental, or punitive damages
  • Lost profits
  • Loss of data or information
  • Emotional distress or moral damages (except where contrary to mandatory law)

11.3 Disclaimer

We deeply understand the emotional significance of our products. The above limitations do not diminish our commitment to providing the best service and quality. They are established solely within reasonable legal frameworks for a small business.

12. Prohibited Uses

By using our Site, you agree NOT TO:

12.1 Illegal Activities

  • Use the Site for any illegal purposes or in violation of any international, federal, regional, or local laws
  • Infringe or violate the intellectual property rights of others

12.2 Security Violations

  • Transmit viruses, malware, or any other malicious code
  • Attempt to gain unauthorized access to the Site, servers, or databases
  • Attack the Site through DoS attacks or distributed DoS attacks

12.3 Unfair Conduct

  • Use the Site to transmit or post materials that are abusive, defamatory, obscene, threatening, or otherwise objectionable
  • Impersonate another person or organization
  • Conduct fraudulent transactions or use stolen payment information

12.4 Commercial Abuse

  • Reproduce, copy, or resell any part of the Site or products for commercial purposes without our written permission
  • Use automated systems (bots, scrapers) to access the Site

12.5 Consequences of Violation

Violation of these prohibitions may result in immediate termination of Site access, order cancellation, and possible legal action.

13. Intellectual Property

13.1 Ownership Rights

All materials on the Site are protected by intellectual property laws and belong to ANGKOR ARTWORK or are used with permission of rights holders:

  • Product photographs
  • Descriptions and texts
  • Logos and trademarks
  • Site design and graphic elements
  • Original urn designs

13.2 Prohibited Use

Without our written permission, the following is prohibited:

  • Copying, reproducing, or distributing Site materials
  • Commercial use of product photos or images
  • Reproduction of product designs for commercial purposes
  • Use of our trademarks or logos

13.3 Permitted Use

You may:

  • View the Site for personal non-commercial use
  • Share links to the Site on social media
  • Save images for personal use (e.g., to show relatives when choosing an urn)

13.4 Copyright on Personalization

After purchasing a personalized item, you receive the physical item, but copyright on the design and execution remains with ANGKOR ARTWORK. You may not reproduce the design for commercial purposes.

14. Force Majeure

14.1 Release from Liability

We are not liable for any delays or failure to perform obligations caused by circumstances beyond our reasonable control, including but not limited to:

  • Natural disasters: earthquakes, floods, fires, typhoons
  • Epidemics and pandemics: quarantines, movement restrictions
  • Military actions: wars, terrorist acts, civil unrest
  • Government actions: imposition of sanctions, changes in customs rules, export/import bans
  • Infrastructure failures: power outages, internet disruptions, transportation strikes
  • Supplier failures: unavailability of materials, carrier bankruptcies

14.2 Notice and Actions

In case of force majeure, we commit to:

  • Notify you as soon as possible about the situation
  • Provide an estimate of the delay
  • Offer alternative solutions (if possible)
  • Refund if order fulfillment becomes impossible

14.3 Your Rights During Force Majeure

If the delay exceeds 30 days, you have the right to:

  • Wait for order fulfillment at no additional cost
  • Cancel the order with full refund

15. Dispute Resolution

We strive to resolve all issues amicably and constructively. In case of a dispute, the following multi-tier procedure applies:

15.1 Direct Negotiation (Level 1)

If any claims or disagreements arise, you agree to first contact us at info@lacquermemorial.com with a detailed description of the problem. We commit to respond within 48 hours and make every effort to resolve the issue within 7 business days.

15.2 Mediation (Level 2)

If the dispute cannot be resolved through direct negotiation within 14 days, the parties agree to engage a neutral mediator. Mediation costs are split equally. Mediation is conducted online using international mediation platforms.

15.3 Arbitration (Level 3)

If mediation does not produce results within 30 days, the dispute may be submitted to arbitration in accordance with the rules of the Singapore International Arbitration Centre (SIAC) or another mutually acceptable arbitration body.

The arbitration decision is final and binding on both parties.

15.4 Litigation (Level 4)

If arbitration is impossible or not chosen, the jurisdiction of courts of the Kingdom of Cambodia, Siem Reap applies.

15.5 Consumer Rights

Important: This procedure does not limit your mandatory consumer rights under the laws of your country of residence, including the right to bring suit in the courts of your place of residence (if such right is provided by local law).

16. European Union Customer Rights

If you are a consumer residing in the European Union, additional rights apply to you in accordance with EU law:

16.1 Right of Withdrawal (14 Days)

You have the right to withdraw from the purchase contract within 14 days of receiving goods without giving reasons for non-personalized items.

To exercise this right, send us written notice at info@lacquermemorial.com. Return of goods must be made within 14 days of notice.

16.2 Online Dispute Resolution (ODR) Platform

EU customers may use the European Commission's Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr

Our contact address for ODR: info@lacquermemorial.com

16.3 Data Protection (GDPR)

Processing of your personal data is carried out in accordance with the General Data Protection Regulation (GDPR). See our Privacy Policy for details.

You have the right to:

  • Request access to your data
  • Demand correction of inaccurate data
  • Demand deletion of data ("right to be forgotten")
  • Restrict data processing
  • Data portability
  • Object to data processing

16.4 Applicable Law for EU Consumers

Although these Terms are governed by the laws of Cambodia, you retain protection provided by mandatory provisions of the law of your country of residence in the EU.

17. Data Protection

17.1 General Provisions

Processing of your personal data is governed by our Privacy Policy, which is an integral part of these Terms. Please review it carefully.

17.2 Data Processing Purposes

We process your data for:

  • Processing and fulfilling orders
  • Communicating with you about orders
  • Billing and accounting
  • Improving service quality
  • Complying with legal obligations

17.3 Data Security

We apply modern technical and organizational measures to protect your data from unauthorized access, loss, or alteration.

17.4 Data Transfer to Third Parties

We transfer your data only to:

  • Shipping services (for delivery)
  • Payment systems (for payment processing)
  • Law enforcement agencies (upon lawful request)

We never sell your data to third parties for marketing purposes.

17.5 Data Retention

We retain your personal data for:

  • 5 years after order completion (for accounting and tax purposes)
  • Until receipt of your deletion request (if no retention obligations exist)

17.6 Exercising Rights

To exercise your data protection rights, contact us: info@lacquermemorial.com

18. Severability

18.1 Preservation of Effect

If any provision of these Terms is found by a court or other competent authority to be invalid, illegal, or unenforceable, such provision shall be deemed modified to the minimum extent necessary to make it valid, legal, and enforceable.

18.2 Independence of Provisions

The invalidity, illegality, or unenforceability of one provision does not affect the validity and applicability of the remaining provisions of these Terms, which remain in full force.

18.3 Replacement of Provision

If an invalid provision cannot be modified, it is excluded, and the parties commit to making efforts to replace it with a provision that most closely corresponds to the original intent of the parties.

19. Entire Agreement

19.1 Comprehensive Nature

These Terms of Service together with:

  • Privacy Policy
  • Cookie Policy (if applicable)
  • Order confirmation

constitute the entire agreement between you and ANGKOR ARTWORK regarding use of the Site and purchase of products.

19.2 Replacement of Previous Agreements

These Terms supersede all previous oral and written agreements, negotiations, and discussions between the parties on the same subject.

19.3 Priority in Case of Conflicts

In case of conflict between provisions of these Terms and other documents, these Terms take priority unless explicitly stated otherwise.

19.4 Amendments and Additions

Any changes or additions to these Terms are valid only if made in writing and signed by an authorized representative of ANGKOR ARTWORK (electronic publication on the Site is considered sufficient form for public changes).

20. Account Termination

20.1 Termination at Your Initiative

You may at any time stop using the Site and close your account (if created) by sending a request to info@lacquermemorial.com.

20.2 Termination at Our Initiative

We reserve the right to suspend or terminate your access to the Site without prior notice in case of:

  • Violation of these Terms
  • Suspicion of fraudulent activity
  • Prohibited use of the Site (see Section 12)
  • Non-payment of order
  • Abusive behavior toward staff

20.3 Consequences of Termination

Upon termination of access:

  • You lose access to your account and order history on the Site
  • Already paid orders are fulfilled as usual
  • Unfulfilled orders may be cancelled with refund
  • You retain rights and obligations for already completed transactions (warranties, returns)

20.4 Data Retention After Termination

After account closure, we retain necessary data for the period required by law (typically 5 years for financial records).

21. Changes to Terms of Service

21.1 Right to Modify

We reserve the right to modify these Terms at any time. Reasons for changes may include:

  • Changes in legislation
  • Implementation of new Site features
  • Changes in business processes
  • Improved customer protection

21.2 Notice of Changes

When making material changes, we:

  • Post the new version on the Site indicating the effective date
  • Notify registered users by email (at least 14 days before effective date)
  • Indicate the date of last update at the beginning of the document

21.3 Acceptance of Changes

By continuing to use the Site or placing an order after changes take effect, you agree to the new version of the Terms.

21.4 Disagreement with Changes

If you do not agree with the changes, you have the right to stop using the Site. Orders placed before changes take effect are governed by the version of the Terms in effect at the time of order placement.

21.5 Access to Previous Versions

Previous versions of the Terms are available upon request at info@lacquermemorial.com

22. Contact Information

If you have questions, comments, or claims regarding these Terms or our products, please contact us:

ANGKOR ARTWORK
Registration No. 50003135
TIN: E116-1500003506
Siem Reap, Kingdom of Cambodia

Owner: STOCKER ERIC LOUIS MICHEL

Email: info@lacquermemorial.com
Website: https://lacquermemorial.com

Customer Support Hours:
Monday - Friday: 09:00 - 18:00 (ICT, UTC+7)
Saturday: 09:00 - 14:00 (ICT, UTC+7)
Sunday: Closed

Response Times:

  • Email inquiries: within 48 hours
  • Urgent matters (damaged packages): within 24 hours

Acknowledgment

Thank you for trusting ANGKOR ARTWORK and Laker Memorial. We deeply value the opportunity to create a worthy memorial piece for you and commit to providing the best service during this delicate moment in your life.

This document is an official legal document. Please save a copy for your records.

Version: 2.0
Effective Date: January 10, 2026