The Small Print
Last updated: August 2026
J.H. & T.P. Duncan Ltd ("we", "us", "our") is a family-run monumental masonry business based at 310 Upminster Road North, Rainham, RM13 9RY. You can contact us by telephone on 01708 554411 or by email at info@jhtpduncan.com.
These terms apply to all memorial masonry work we carry out, including new memorials, additional inscriptions, cleaning, restoration, renewal, renovation and maintenance work. By placing an order with us you agree to these terms.
Every memorial is bespoke and priced individually. Quotations are provided free of charge and without obligation, and remain valid for 30 days from the date of issue. Quotations are based on the stone type, size, design and inscription work discussed at the time; any changes you request afterwards may affect the price, which we will confirm with you before proceeding.
An order is confirmed when you accept a quotation and pay the deposit we have agreed with you. The deposit allows us to begin production and to submit any permit applications on your behalf.
The remaining balance is due before the memorial is installed or, for other work such as cleaning or inscriptions, on completion of the work.
Before any production work begins, we will provide a design showing the layout of the inscription, any artwork, and the overall appearance of the memorial. Nothing goes to production without your written approval of the design. Please check approved designs carefully — particularly names, dates and wording — as work carried out in accordance with an approved design cannot be altered without additional cost.
Once the customer has approved the design, layout, wording, dates, photographs and inscriptions, responsibility for any errors rests with the customer. Any amendments after approval may incur additional charges.
Memorial work in cemeteries and churchyards requires a permit from the relevant Local Authority or Church authority. We handle permit applications and associated paperwork on your behalf; permit fees are payable in addition to the cost of the memorial unless your quotation states otherwise.
All memorials supplied and installed by J.H. & T.P. Duncan Ltd are designed and fitted in accordance with the regulations, restrictions and specifications provided by the relevant cemetery or burial authority.
The permitted size, design, colour, materials and other specifications of a memorial are determined solely by the cemetery or burial authority and are not decided or controlled by J.H. & T.P. Duncan Ltd.
Where a customer requests any addition, alteration or feature that does not comply with the cemetery's regulations, we may advise the customer that the proposed work is non-compliant. If, despite this advice, the customer instructs us to proceed, they do so entirely at their own risk.
J.H. & T.P. Duncan Ltd accepts no responsibility or liability for any action taken by the cemetery or burial authority as a result of a memorial or any part of a memorial failing to comply with its regulations. This includes, but is not limited to, requests to alter or remove items, the removal of unauthorised items by the cemetery, or any associated costs, delays or losses incurred by the customer.
It is the customer's responsibility to ensure they understand and accept the cemetery's regulations before requesting any work that falls outside the permitted requirements.
Imported granite memorials typically take between 12 and 16 weeks from final design approval to arrive with us. Once the memorial has been received, additional time is required for the inscription to be hand-crafted and for any agreed artwork, photo plaques, etchings, or other finishing work to be completed before installation.
All lead times are provided as estimates only and are given in good faith. Delays may occur due to circumstances beyond our reasonable control, including but not limited to shipping and import delays, supplier issues, cemetery permit processing times, adverse weather conditions, ground conditions, or other unforeseen events.
If the memorial is required for a specific date, such as an anniversary or other significant occasion, this must be discussed with us at the earliest opportunity. While we will make every reasonable effort to accommodate your requested timescale, we cannot guarantee completion, delivery, or installation by any specific date and shall not be liable for delays caused by factors outside our control.
Most cemeteries require a period of ground settlement — typically six months to one year after burial — before a memorial can be installed. Installation dates may need to be adjusted if ground conditions are unsuitable.
All installation work is carried out by our BRAMM-accredited masons in accordance with current industry fixing standards, ensuring your memorial is fitted safely and securely.
If an existing foundation or the surrounding ground is found to be unsuitable, additional work and charges may be required before installation can proceed.
Memorials are made from natural stone and granite. Variations in colour, veining, grain and markings are inherent characteristics of natural materials and are not defects. Samples and photographs are indicative only — the memorial supplied may vary slightly in appearance from any sample shown.
Whilst we use high-quality materials and workmanship, J.H. & T.P. Duncan Ltd cannot guarantee the longevity or permanence of gold leaf, silver leaf, enamel paint, or any other lettering finish applied to a memorial. As these materials are exposed to weather, environmental conditions, natural wear and tear, and other factors beyond our control, some fading, deterioration, or maintenance may be required over time.
Similarly, we cannot guarantee that a memorial will remain permanently level after installation. Memorials are erected in accordance with current industry standards and best practices; however, natural ground movement, soil settlement, weather conditions, cemetery maintenance, tree roots, and other external factors beyond our control may cause a memorial to move or become uneven over time.
Any future maintenance, re-levelling, or refurbishment required as a result of these natural processes will not be covered under our guarantee unless otherwise stated in writing.
Photographs supplied by the customer for use in ceramic photo plaques, laser etchings, hand-etched portraits or any other photographic reproduction should be of the highest quality possible. The final result is entirely dependent upon the quality, clarity, resolution and condition of the original photograph provided.
Ceramic photo plaques and photographic reproductions are produced as accurately as possible; however, slight variations in colour, tone, brightness and contrast may occur between the original photograph, digital proofs and the finished product. These variations are a normal part of the manufacturing process and do not constitute a fault.
Memorial etchings are individually engraved into the surface of the natural stone and are intended to create an artistic likeness of the original photograph rather than an exact photographic reproduction. Due to the engraving process, the characteristics of the granite, and the quality of the photograph supplied, fine details, facial features, shading and contrast may differ from the original image. Customers acknowledge that an etched portrait is an interpretation of the photograph and not an exact replica.
By approving the design and artwork prior to production, the customer confirms that they are satisfied with the proposed layout and accepts that reasonable variations may occur in the finished memorial. No refunds or replacements will be provided solely on the basis that an etched portrait or photographic reproduction is not an exact match to the original image, provided it has been produced in accordance with the approved design.
The safety of our employees, contractors, customers and members of the public is our highest priority. J.H. & T.P. Duncan Ltd reserves the right to postpone or suspend any installation, fixing, inspection or other work where, in our reasonable opinion, it would be unsafe or impractical to proceed.
This may include, but is not limited to:
Where work is postponed for health and safety reasons, a new installation or attendance date will be arranged as soon as reasonably practicable. Such delays shall not constitute a breach of contract, and J.H. & T.P. Duncan Ltd shall not be liable for any loss, costs or inconvenience arising from the postponement where it is necessary to protect health and safety.
Where customers request that J.H. & T.P. Duncan Ltd installs, incorporates or attaches items that have not been supplied by us, including but not limited to vases, ornaments, statues, photographs, ceramic plaques, flower containers, keepsakes, fittings or other accessories, we cannot guarantee their quality, durability, suitability or compatibility with the memorial.
Whilst every reasonable care will be taken during handling and installation, J.H. & T.P. Duncan Ltd accepts no responsibility for any damage, breakage, deterioration or failure of customer-supplied items arising from their age, condition, manufacture, inherent defects or unsuitability for installation.
Where a customer requests that an existing item is removed, re-used or re-fixed to a memorial, this work is carried out entirely at the customer's risk. Older, weathered or previously installed items may become fragile over time and may crack, break or deteriorate during removal, handling or reinstallation despite all reasonable care being taken.
Where J.H. & T.P. Duncan Ltd advises that a customer-supplied item is unsuitable, unsafe or incompatible with the memorial, but the customer instructs us to proceed regardless, all responsibility for the performance, appearance and longevity of that item shall remain with the customer.
Any additional labour or materials required as a result of defective, unsuitable or incompatible customer-supplied items may be subject to additional charges.
All measurements and dimensions are based on information available at the time of quotation, including site visits, cemetery records, existing memorials and any information provided by the customer or the cemetery authority.
Whilst J.H. & T.P. Duncan Ltd will take all reasonable care to ensure measurements are accurate, we cannot be held responsible for inaccuracies in information supplied by third parties or for site conditions that are not visible or cannot reasonably be identified prior to installation.
If, upon attendance at the cemetery, unforeseen circumstances are discovered, including but not limited to inaccurate grave measurements, incorrectly positioned foundations, underground obstructions, unstable ground, restricted access, neighbouring memorials, tree roots, drainage issues or any other condition that affects the safe or proper installation of the memorial, J.H. & T.P. Duncan Ltd reserves the right to amend the design, alter the method of installation, postpone the work or recommend additional works where necessary.
Where additional labour, materials, foundations, equipment or visits are required as a result of unforeseen site conditions or inaccurate information supplied by the customer or third parties, these may be subject to additional charges. No installation date can be guaranteed where such circumstances arise.
Any alterations required to comply with cemetery regulations or to ensure the memorial is installed safely and in accordance with current industry standards will be discussed with the customer before proceeding wherever reasonably practicable.
Because each memorial is made to your individual specification, your statutory right to cancel a distance order does not apply to bespoke goods once production has begun. If you need to cancel an order, please contact us as soon as possible: we will not charge for work not yet carried out, but costs already incurred (including materials ordered, production work completed and permit fees paid) will be deducted from any refund of your deposit.
These terms do not affect your statutory rights as a consumer.
The memorial remains our property until paid for in full. Once installed, responsibility for the memorial passes to the owner of the grave's Exclusive Right of Burial. We recommend considering memorial insurance, as memorials in cemeteries can occasionally be affected by subsidence, vandalism or accidental damage, which is outside our control.
We stand behind the quality of our work. If you believe there is a defect in our materials or workmanship, please contact us and we will inspect the memorial and remedy any genuine defect. This does not cover natural weathering, ground movement or settlement, or damage caused by third parties.
If you are unhappy with any aspect of our service, please contact us by phone on 01708 554411, by email at info@jhtpduncan.com, or in writing to the address above, and we will do our best to put things right promptly.
These terms are governed by the law of England and Wales, and any disputes are subject to the jurisdiction of the courts of England and Wales. If any part of these terms is found to be unenforceable, the remainder will continue to apply.
If you have any questions about these terms, please get in touch — we're always happy to explain anything before you place an order.