Terms of service

TERMS OF SERVICE — REMEMBER WHEN Memorial Jewellery

REMEMBER WHEN Memorial Jewellery is a sole trader business owned and operated by Sally Skellern, based in Westhoughton, Bolton, United Kingdom. By placing an order with us, you confirm that you have read, understood, and agreed to these Terms of Service in their entirety. If you have any questions or concerns, please contact us before placing your order. We reserve the right to refer customers to these terms should any issues arise that are addressed herein.

Made to Order & Bespoke Items The majority of our products are handcrafted and made to your individual specification. As such, each piece is unique and made especially for you. Due to the handcrafted and bespoke nature of our products, colours and finishes may vary slightly from the images shown on our website. Resin colours in particular can vary depending on the inclusions used. Minor surface bubbles may occasionally be present in resin pieces; these do not affect the integrity or longevity of the item and are not considered a defect.

Inclusions Customers are responsible for the safe packaging and postage of their inclusions (ashes, hair, fur, flowers, sand, etc.) to us. We take the utmost care with all inclusions entrusted to us. Any inclusions not used in your finished piece will be returned to you. We cannot accept liability for inclusions lost or damaged in transit to us. 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.

Orders 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. 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. 

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. 

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.

Sizing Customers are responsible for providing the correct ring size or other measurements at the time of ordering. We recommend using a professional ring sizer before ordering. No refunds or exchanges will be issued for rings ordered in an incorrect size. Please refer to our FAQ page for ring sizing guidance.

Delivery 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. We 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. Please allow up to 30 days from the date of dispatch before raising a missing parcel query. We cannot accept liability for inclusions lost in return transit.

Product Guarantee, Returns & Refunds Every piece is handcrafted with the utmost care and attention. 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 FAQ page. It is the customer's responsibility to read and follow these instructions. 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. Accidental damage is not covered under our guarantee; 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. In the event a refund is agreed, postage costs incurred in initially sending inclusions to us are non-refundable.

Payment 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.

Intellectual Property All images, designs, and content on this website are the property of Remember When Memorial Jewellery and may not be reproduced without written permission.

Amendments Remember When Memorial Jewellery reserves the right to amend these Terms of Service at any time in response to changes affecting the business.

Governing Law These Terms of Service 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.