Terms and Conditions

Please read these Terms & Conditions carefully and in full, alongside the information provided in our FAQ section. By placing an order with REMEMBER WHEN Memorial Jewellery, you confirm that you have read, understood, and agreed to these terms in their entirety. If you have any questions or concerns, please contact us before placing your order.

REMEMBER WHEN reserves the right to refer customers to these Terms & Conditions should any issues arise that are addressed herein.

Orders

We may use photographs of completed orders for marketing and promotional purposes. If you would prefer your order not to be featured, please notify us as soon as possible. Your personal data is handled in accordance with our Privacy Policy, available on our website. We will never share your personal details or order information with third parties except where required to fulfil your order.

Availability

All orders are subject to stock availability. Whilst most settings are held in stock, rings and certain other items may be sourced from third-party suppliers. In the event that a supplier is unable to fulfil an order, you will be offered the option to cancel for a full refund or wait until the item becomes available.

Settings and products will not be ordered from third parties until your inclusion has been received. Any delay in sending your inclusion may affect availability of your chosen setting. We strongly encourage customers to send their inclusions promptly to avoid disappointment.

Amending Orders & Cancellations

Cancellations and amendments to your chosen setting or memorial gift are accepted up until the point your inclusion is received by us. Should a cancellation be requested, any costs incurred in returning your inclusion will be deducted from the refund amount.

Once a setting or memorial gift has been ordered from a third-party supplier, we are not obliged to issue a full refund or exchange the item in the event of a change of mind.

Once work has commenced on your order, colours, designs, and settings cannot be altered, as inclusions cannot be separated from the resin. No refund will be issued once production has begun.

If inclusions have not been received within six months of the order being placed, we reserve the right to cancel the order without issuing a refund.

Timescales

Current lead times are detailed in our FAQ section. All timescales are estimates and are calculated from the date your inclusion is received by us.

By placing an order, you acknowledge that delays may occasionally occur. We will always endeavour to communicate any changes to your expected timescale promptly via email.

Please note that any delay in sending your inclusion will result in your order joining the current waiting list at the time of receipt.

Delivery

Customers are solely responsible for the safe packaging and postage of their inclusions to us. REMEMBER WHEN cannot be held liable for any inclusions lost or damaged in transit. Please refer to our FAQ page for guidance on preparing your inclusion for postage. Any costs incurred by us due to insufficient postage will be charged to the customer, and orders will not be released until such charges are settled in full.

All completed orders are dispatched via Royal Mail 24-Hour Tracked or Special Delivery to the address provided at checkout. It is the customer's responsibility to ensure their delivery address is accurate and up to date. REMEMBER WHEN cannot be held responsible for orders delivered to an incorrect or outdated address.

In the event your order does not arrive within the expected timeframe, please check the tracking information provided at dispatch. If the matter cannot be resolved, please contact us. Please allow up to 30 days from the date of dispatch before raising a missing parcel query. REMEMBER WHEN cannot accept liability for inclusions lost in return transit.

Product Guarantee, Returns & Refunds

Every piece is handcrafted with the utmost care and attention. In the unlikely event that you are not satisfied with your order, please review the following carefully.

As our products are made-to-order and personalised using your own inclusions, they are exempt from the 14-day right to cancel under Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This exemption applies to all bespoke and personalised items.

Care instructions are provided with every order and are available on our website. It is the customer's responsibility to read and follow these instructions.

As all items are bespoke and made using your personal inclusions, we are unable to offer refunds on completed orders except in the following circumstances: if an item is found to be defective through no fault of the customer, we will first attempt a repair. If a repair is not possible, a replacement of the same item will be offered. Where the original item is no longer available, an alternative of equal value or a full refund will be provided. This guarantee applies for six months from the date of receipt. Any issues on delivery must be reported as soon as possible and within 30 days of receipt, in line with your statutory rights under the Consumer Rights Act 2015.

Pendant chains are not covered under our guarantee unless found to be faulty on receipt. Should a chain snap through general wear, please contact us and we will assist with a replacement at cost.

Accidental damage is not covered under our guarantee. We will always endeavour to assist where possible, but any repair or replacement in such circumstances will be chargeable.

We reserve the right to request the return of any damaged item for inspection, at the customer's cost. If the damage is found to be a manufacturing fault, return postage will be reimbursed and a resolution offered. If the damage is deemed accidental, the customer will be responsible for return postage to us, any repairs and postage back to you.

Due to the handmade nature of our products, minor surface bubbles may occasionally be present. These do not affect the integrity or longevity of the item and are not considered a defect.

It is the customer's responsibility to provide the correct ring size. No refunds or exchanges will be issued for rings ordered in an incorrect size. Please refer to our FAQ page for ring sizing guidance.

In the event a refund is agreed, postage costs incurred in initially sending inclusions to us are non-refundable.

Items must not be returned without prior agreement. Unauthorised returns will be retained until any outstanding redelivery costs are settled. We ask that any issues are reported to us as soon as possible and within 30 days of receipt, in line with your statutory rights under the Consumer Rights Act 2015. Reporting issues promptly helps us resolve them quickly and effectively.

Remittance Terms

Full payment must be received before completed orders are dispatched. Any outstanding balances must be settled within two weeks of the payment request. Failure to do so will render the contract void, and we reserve the right to retain the completed item. In such circumstances, inclusions will be returned to the customer at their own cost.

Amendments to Terms & Conditions

REMEMBER WHEN reserves the right to amend these Terms & Conditions at any time in response to changes affecting the business.

Governing Law

These Terms & Conditions are governed by the laws of England and Wales. Any disputes arising shall be subject to the exclusive jurisdiction of the courts of England and Wales.