Refund policy

Returns Policy

At Keepsake Memorial Jewellery, we understand that every piece we create holds deep personal significance. We want you to feel completely confident in your purchase, and we're here to help if something isn't right.

14-Day Right to Cancel Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it. To exercise this right, please contact us within 14 days at sales@keepsakememorialjewellery.co.uk with your order number and details of your concern. We aim to respond within 2 business days.

Bespoke & Personalised Items Please note that bespoke and personalised items — including any pieces made with ashes, hair, or other inclusions — are exempt from the standard right to cancel, unless the item arrives faulty or damaged. This is in accordance with UK consumer law.

Condition of Returns To be eligible for a return, items must be unworn, unused, and in their original packaging, accompanied by your proof of purchase (order number and name).

How to Start a Return Please contact us before sending anything back. Items returned without prior authorisation will not be accepted. Once approved, returns should be sent to:

Keepsake Memorial Jewellery 287 Holcombe Road, Helmshore Rossendale, Lancashire, BB4 4NP

International Returns For international orders, return shipping costs are the responsibility of the customer. We strongly recommend using a tracked service, as we cannot accept responsibility for items lost in transit.

Ashes & Hair We handle all inclusions with the utmost care and respect. However, we are unable to accept responsibility for ashes or hair lost in transit to us. We strongly recommend using a tracked, insured postal service when sending inclusions, and retaining a portion where possible.

Damages & Incorrect Items Please inspect your order carefully upon arrival. If your item is defective, damaged, or incorrect, contact us immediately at sales@keepsakememorialjewellery.co.uk so we can make it right.

Refunds Once your return is received and inspected, we'll notify you of the outcome. Approved refunds will be processed to your original payment method within 10 business days. If you haven't received your refund after 15 business days, please don't hesitate to get in touch.