Refund policy

Returns, Cancellations & Refund Policy

Our memorial jewellery and keepsakes are handcrafted and made to order. Many are created using personal inclusions such as ashes, hair, or other materials supplied by the customer and are engraved. As each memorial is custom made and uniquely produced for the individual, all products that have been created are considered final sale and are not eligible for refunds, returns, or exchanges.

Order Cancellation & Refunds Before Production

If you no longer wish to proceed with your order, please contact us as soon as possible. Provided the creation of your memorial has not yet begun, we will cancel your order and issue a refund.

If we have already prepared and posted your order pack, £10.00 will be deducted from your refund to help cover the cost of preparing, the contents and shipping. You will therefore receive the amount paid for your order, less the £10.00 order pack charge.

If an order pack has not been sent and creation has not begun, you will receive a full refund.

Any refund due will be returned to your original payment method.

Once Creation Has Begun

Once we have confirmed your personalised memorial is in the process of being created, unfortunately your order cannot be cancelled, refunded or exchanged. This is due to the memorial being individually created for you and may already contain your personal inclusions or engraving.

Faulty, Damaged or Incorrect Items

We take great care when creating our memorial jewellery and keepsakes. Before leaving us, each creation is carefully checked to ensure it meets our high standards.

If your item arrives faulty or damaged, is not as described, or we have made an error with your order, please contact us as soon as possible. Please include photographs and a brief description of the problem so that we can assess what has happened and provide an appropriate resolution.

Nothing within this policy affects your statutory rights.

Contacting Us

If you would like to cancel an order before creation begins, or have any questions about this policy, please contact us directly.