SERVICE EXCELLENCE when you need it most.
Cancellation under the Act
The Purchaser's cancellation rights are set out in sections 41, 42, 43, 44, 45, and 46 of the Act, and in sections 137, 138, 139, 140, 141, 142, 143, and 144 of the Regulations, which are hereby incorporated by reference. The following is a summary of the basic provisions of the legislation, however the Purchaser is encouraged to consult the Act and
Regulations (available at www.e-laws.gov.on.ca) for further details. If there is any inconsistency between the Summary below and the legislation set out above, the terms of the legislation shall govern.
The Purchaser, or someone designated in the Contract by the Purchaser, may cancel this Contract by providing written notice of the cancellation to the Funeral Home. The Purchaser, or someone designated in the Contract by the Purchaser, will be entitled to a refund in accordance with the chart below. Any refund owing will be issued within 30 days of the receipt of the written notice of cancellation.
If cancelled at least 36 hours prior to the time for the delivery of the services and before any services or supplies have been provided.
If cancelled less than 36 hours prior to the time for the delivery of the services and before any services or supplies have been provided.
If cancelled within 30 days of the Contract Date and some services or supplies have been provided as directed under the terms of this Contract.
If cancelled after 30 days of the Contract Date and some services or supplies have been provided as directed under terms of this Contract.
If the Contract is not enforceable. For information about what makes a Contract unenforceable, please refer to the legislation
Customized supplies - where the supply was requested by the Purchaser to be delivered within 30 days of the Contract Date and if cancelled prior to the delivery of such supplies.
The Purchaser will receive the amount paid.
The Purchaser will receive the amount paid, less the reservation fee, if any.
The Purchaser will receive the amount paid, less the amount for the services, supplies that have been delivered.
The Purchaser will receive the amount paid, less the amount for the services and the supplies that have been delivered and the amount permitted to be retained, as described in the Contract.
The Purchaser will receive the amount paid.
The Purchaser will receive the amount paid for the customized supplies, less the expenses incurred by Funeral Home to prepare the customized the supplies at the time the Contract was cancelled.
Other Cancellation Provisions:
Casketing of remains will take place as soon as the circumstances allow. Once the remains have been casketed, there will be no refund of the price of the casket. Customized urns will be engraved as soon as circumstances allow. Once customized there will be no refund of the price of the urn. Cremated remains will be placed into non-customized urns as soon as circumstances allow. Once the cremated remains have been placed into the urn, there will be no refund of the price of the urn. Customized tribute supplies will be designed and produced as soon as circumstances allow. Once the customized tribute supplies have been designed and/or produced, there will be no refund of the price of such supplies.
The Purchaser acknowledges that in the course of the Funeral Home carrying out the terms of this Contract, “personal information”, as that term is defined in the Personal Information Protection and Electronic Documents Act will be provided by the Purchaser to the Funeral Home. The Funeral Home agrees to collect, use and disclose such personal information only in accordance with applicable law. The personal information provided to the Funeral Home is used only for the Funeral Home's internal purposes and is not distributed to third parties for any other commercial purpose, except as required to carry out the terms of this Contract. The Funeral Home shall keep all such information in strict confidence and shall only disclose such information if required by law. The Funeral Home shall only use such Information for the purposes set forth herein unless the Purchaser provides the Funeral Home with his/her consent to do otherwise.
The Purchaser authorizes the Funeral Home and/or its agents to release information regarding the Recipient and the Purchaser to assist in obtaining estate benefits, notifications of death of the Recipient, to the cemetery or crematorium selected by the Purchaser and to any charitable organizations who claim to have received donations in memory of the Recipient.
The Purchaser, on behalf of itself and the estate of the Recipient, hereby agrees that the Funeral Home may contact the Purchaser or the Recipient’s estate at any time in the future for the purpose of providing aftercare, such as information brochures regarding grief, arranging dedication or other ceremonies, social communications, providing additional information and instruction services which may be available from the Funeral Home, including pre-arrangements, obtaining information and instruction regarding matters which have been left outstanding under this Contract.
Memorial Product Sales, Order Changes or Cancellations
Prices are payable in Canadian dollars only. Once an personalized order is received we do our best to work on it right away as we want to get it to you as soon as possible. Once an online order is placed you cannot change or cancel it. For your convenience we accept Visa & Mastercard.
At Families First we understand that getting your gifts to their recipient quickly is important, so we do our best to process your order as quickly as possible. Orders are processed Monday – Friday. Please allow 2-3 days processing time.
For personalized items, please allow 2-3 days additional processing time.
We offer in-store pickup only at our following Families First locations:
3260 Dougall Ave, Windsor ON N9E 1S6
1065 Lauzon Rd, Windsor ON N8S 3M8
If you are sending a gift to a family we are currently serving we can be sure to place that item in their visitation room in time for their second visitation upon request.
Memorial Product Returns:
Please note the following when making a return:
- All merchandise must be returned in original packaging along with the original packing slip.
- Credit will be applied to your account when items have been received and processed. *
- Because we cannot assume responsibility for packages lost or damaged in transit, we recommend you insure your package for the purchase price of the merchandise before sending it back.
- Original shipping and handling, as well as postage and insurance costs are not eligible for refund, except in cases of damaged/defective items or incorrect items being sent.
- Re-stocking fees may apply.
Merchandise returned according to our Returns Policy will be refunded to the payment source (i.e. credit card) used to place the order. Your refund will be for the actual purchase price of the item. For example, if you return an item purchased as part of a sale or promotion, you will receive a refund for the actual amount paid, not the total retail price of the item. You will receive an email notifying you when we have received your return and credited your account. *Please note: It may take up to two full billing cycles for your credit to appear on your payment source.
• Personalized items are not eligible for refund unless they are damaged or defective upon receipt. For damaged items, upon request we will send a replacement at no charge when the returned item has been received.