Terms & Conditions of Business

Who We Are

Robertson Memorials, Robertson Granite and Beattie Memorials are trading names of A & J Robertson (Granite) Ltd, a family run business registered in Scotland (SCO 38450). Our registered office and factory are at Silvertrees Drive, Westhill, Aberdeenshire AB32 6BH.

Estimates / Quotations

We are happy to provide an estimate or quotation for any new memorial, additional inscription, memorial renovation or any other service associated with memorials. Our estimate/quotation is an indication of the charges likely to be incurred on the basis of the information and details we know at the date of the estimate/quotation. While we make every effort to ensure the accuracy of the estimate/quotation, the charges are liable to alteration where circumstances occur outside of our control or where your requirements change.

Orders

All orders are confirmed in writing by email or by letter if an email address is unavailable. This is to allow you the opportunity to check all the details are correct, particularly the inscription (if applicable). If for any reason your order is changed, we will confirm in writing, any adjustment to the total cost of the work.

Terms of Payment

75% at the time of placing the order followed by 25% when the work has been completed. No work will commence until we are in receipt of both the initial payment and confirmation that you are happy your requirements are correctly reflected on the order. Payments can be made by card at the place of ordering or by bank transfer to: 82-40-00 (Virgin Money) at account 60481796 quoting your order reference number. If the total cost of the work is to be paid for by a solicitor out of an estate, or any other financial institution, please let us know.

Contract Commencement

All contracts/orders become binding once we are in receipt of the deposit payment and either a signed order confirmation or an email instructing us to proceed.

Scale Drawings

Where required or requested, we will prepare a scale drawing for a new memorial order to show how the inscription will look whilst including the memorial shape and any designs or ornamentations. It is your responsibility to ensure the drawing provided, correctly reflects your requirements. The inscription must be carefully checked for the avoidance of any errors as mistakes afterwards can be very costly to you. If you require to make a change to the drawing, we will send you another to ensure everything is correct. An additional charge may be made where there is a requirement for us to prepare more than 2 drawings (see our price list below). We do not provide drawings for additional inscriptions.

Occasionally some churchyards or burial authorities may request changes to be made to a signed layout to comply with their own regulations. If this happens, we will contact you to seek permission to proceed.

Order Amendments & Cancellations

If an order requires to be amended or cancelled after the order has been processed, a charge may apply. Details of our charges are listed below.

Burial Ground Fees

We usually know the rules and regulations which apply in your area, so we are well placed to advise you on what is permitted, to make a formal application on your behalf and to obtain the necessary permit. Any permit fees required will be recharged to you and shown separately on your order. These charges are normally exempt from VAT.

Materials

Natural stone and granites can vary greatly in colour, porosity, texture and weather resistance. All our memorials are therefore sold subject to these variations. We take great care to ensure that memorials illustrated in any of our printed matter depict the actual colour of the materials as accurately as possible. However, exact colours cannot be reproduced in printed photographs.

Inscriptions

You may wish to select a preferred font style for the lettering on your new memorial but unless otherwise requested, new memorial inscriptions will be cut using the popular Schoolbook and block style fonts. If possible, our time served craftspeople will carry out additional inscriptions on site, or if necessary, in one of our workshops. The inscription will be added in a style which will match the original as closely as possible, but individual lettering techniques mean exact replication is not always achievable.

Delivery

We will always endeavour to erect memorials or carry out additional work within a reasonable time. However, we cannot be responsible for delays caused by factors out with our business such as; waiting for a local authority or churchyard to authorise the work to commence, changes in the availability of the selected material and shipping delays.

The costs of delivery and installation in local burial grounds are covered within our advertised prices. However, we reserve the right to levy an additional charge when carrying out work outside our usual operating/trading area. You will be advised of such charges before you place an order with us.

Guarantee

We guarantee your memorial will be erected in an appropriate and safe manner within the parameters laid down by The National Association of Memorial Masons (NAMM).  We as members, can also help you avoid the pitfalls involved in dealing with a business who is not a member. We may be able to provide better value for money since we buy direct from quarries and natural stone suppliers and we can offer you greater control over the process of choosing the right material and the right memorial. As members, we must also abide by a strict Code of Working Practice which ensures all the memorials we erect comply with the British Standard BS8415 and will remain stable even if the earth subsides beneath them. We provide a 10 year guarantee with all new memorials and once a new memorial has been erected, we will issue a Certificate of Conformity.

Personal Items

We cannot accept responsibility for removing and replacing items on the grave such as photographs, concrete edging, wind chimes, plants, flowers, toys and other sentimental items which belong to you or any of your relatives and which may get damaged whilst work is being carried out. If our memorial operatives arrive at the grave to carry out work and there are objects on the grave, you agree to allowing our team to carefully remove them temporarily to allow the work to be carried out and then to replace them in a suitable position on completion.

Cancellation & Cooling-Off Period

Consumers in the UK have a legal right to a “cooling off” period within which you can cancel our services within 14 days from the date of placing an order by telephone, email or online. However, please note that you will lose that right if;

• the services which you expressly agreed to, have already been completed within the 14 day period.
• the order was placed whilst attending any of our premises.

We may cancel your order in writing at any time before we begin providing the services if the required personnel and/or materials necessary for the provision of the services are not available, or if an event outside of our control continues for more than 14 days.

Orders cancelled after the 14 day period will incur a charge. Please see our charges below.

Communication & Complaints

We maintain a full complaints procedure and any complaint should in the first instance be addressed/sent to the address at which your order was placed. If you prefer, or if you feel your complaint has not being dealt with satisfactorily, please email the details and nature of the complaint to: info@robertsonmemorials.co.uk  

We are also members of the National Association of Memorial Masons (NAMM) and we comply with their Code of Working Practice, a copy of which is available on request. If any complaint about the product or workmanship provided by us is not resolved to your satisfaction, you may contact NAMM at enquiries@namm.org.uk for further assistance.

Other Important Terms

We may transfer (assign) our obligations and rights under these Terms & Conditions (and under the Contract, as applicable) to a third party (for example if we sell the business). Your rights under these Terms & Conditions will not be affected and our obligations under these Terms & Conditions will be transferred to the third party who will remain bound by them.

How We Use Your Personal Information (Data Protection)

All personal information that we may collect (including but not limited to, your name and address) will be collected, used and held in accordance with the Data Protection Act 2018 (amended in 2021 to reflect the UK’s status outside the EU). We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so.

Separate Charges/Fees

The status of an order will be clearly established by our sales team before an amendment to an order or an order cancellation can be accepted or agreed.

•  NOTE:

• An order cancelled and replaced by another order £   NIL
• If work has already been started, we cannot accept a cancellation.
• Up to 2 scale drawings can be provided free of charge for any new memorial order.
• Additional scale drawings (each) £18

 The foregoing charges are VAT inclusive.