Terms and conditions
Terms & Conditions for Bespoke Memorial Jewellery
These Terms & Conditions apply to all orders placed with our business. By placing an order, you confirm that you have read, understood and agreed to these Terms & Conditions.
1. Bespoke Products
All jewellery is individually created or customised (if a supplied product) to your specifications. As each piece is bespoke to you, slight variations in colour, pattern, finish and placement of materials may occur. These are not faults but are part of the unique nature of handcrafted memorial jewellery.
2. Human Ashes and Personal Materials
Customers are responsible for ensuring that any ashes, hair or other memorial materials sent to us are correctly labelled.
We treat all memorial materials with the utmost care, dignity and respect throughout the creation process.
Any unused ashes or memorial materials will be returned with your completed jewellery unless otherwise agreed.
While every care is taken during handling and manufacture, by placing an order you acknowledge that the process involves working with irreplaceable materials.
3. Design Approval
Customers are responsible for ensuring all design choices, sizes, colours, engravings and specifications are correct before production begins.
Once manufacture has started, changes may not be possible and additional charges may apply.
4. Ring Sizes
Customers are responsible for providing the correct ring size.
We strongly recommend having your finger professionally measured by a jeweller before ordering.
If a ring requires resizing because an incorrect size was supplied, resizing may not always be possible due to the memorial inlay and additional charges may apply.
Ring sizing by ourselves is carried out by using the worlds number one product called Durston PrecisionFit™
5. Production Times
Estimated completion times are provided as a guide only.
As every item is handmade, unforeseen delays may occasionally occur. We will always keep customers informed of any significant delays.
6. Returns and Refunds
Under the Consumer Contracts Regulations 2013, personalised or bespoke goods made to a customer’s specifications are exempt from the standard 14-day cancellation and change-of-mind return rights.
As your jewellery is custom made specifically for you, we cannot accept returns or provide refunds because:
● you have changed your mind;
● you no longer require the item;
● you ordered the incorrect size, colour or design after manufacture has begun.
7. Manufacturer Faults
Nothing in these Terms & Conditions affects your statutory rights under the Consumer Rights Act 2015.
If your jewellery develops a manufacturing fault or is not of satisfactory quality, fit for purpose or as described, please contact us as soon as possible.
Where a genuine manufacturing fault is confirmed, we will, in accordance with UK consumer law:
● repair the item where appropriate;
● replace the item where possible; or
● offer a refund where repair or replacement is not appropriate or cannot be completed within a reasonable time.
This does not cover:
● accidental damage;
● misuse;
● normal wear and tear;
● improper storage;
● damage caused by chemicals, perfumes, cleaning products or swimming pools;
● tarnishing of sterling silver through normal use;
● damage caused by third-party alterations or repairs.
8. Jewellery Care
Sterling silver naturally tarnishes over time.
Customers should follow the care instructions supplied with their jewellery.
Failure to properly care for your jewellery may affect its appearance and longevity.
9. Colour Variations
Resins, crushed opals, ashes and other inclusions may appear slightly different from photographs due to lighting, screen settings and the handmade process.
No two memorial pieces will ever be identical.
10. Limitation of Liability
Our liability is limited to the purchase price of the jewellery ordered, except where UK law provides otherwise.
Nothing in these Terms excludes liability for death, personal injury caused by negligence, fraud, or any other liability which cannot legally be excluded.
11. Delivery
Risk in the jewellery passes to the customer upon successful delivery to the address provided.
Customers should inspect their parcel promptly and notify us as soon as reasonably possible if there is any issue.
12. Privacy
Any personal information supplied will only be used for processing your order and complying with our legal obligations. We will not sell or share your information with third parties except where necessary to fulfill your order.
13. Acceptance of Terms
By placing an order, paying a deposit or making full payment, you confirm that:
● you have read these Terms & Conditions;
● you understand that your jewellery is a bespoke item made specifically for you;
● you understand that bespoke items are exempt from the standard cancellation rights under UK consumer law;
● you agree to these Terms & Conditions in full.
These Terms & Conditions are governed by the laws of England and Wales.