Returns, Cancellations & Refund Policy
Heaven’s Keepsakes — Returns, Cancellations & Refunds
Last updated: 29 September 2026
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Introduction
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Because Heaven’s Keepsakes creates personalised memorial jewellery and keepsakes, including pieces containing human ashes and other irreplaceable sentimental inclusions, our returns policy is slightly different from that for ordinary off-the-shelf goods.
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Change of mind and cancellation
Personalised or bespoke items are generally exempt from the usual 14-day cancellation right that applies to many online purchases. This applies where goods are made to your specifications or are clearly personalised.
Our memorial pieces are individually created using your chosen design and, where applicable, your own ashes, hair, fur, colours and other sentimental inclusions.
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Once work has commenced on your personalised memorial piece, you cannot cancel your order simply because you have changed your mind.
This is particularly important where your inclusions have already been incorporated into the jewellery. A completed personalised piece containing human remains or other irreplaceable personal inclusions cannot be returned to stock or resold.
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If you need to cancel, please contact me as soon as possible and before work has commenced. I will discuss the position with you based on the stage your order has reached.
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Faulty, damaged or incorrect items
Nothing in this policy affects your statutory rights.
If your jewellery is faulty, damaged, not as described or does not conform to your order, please contact me.
Depending on the circumstances and your legal rights, you may be entitled to a repair, replacement, price reduction or refund.
Where a repair or replacement is required by law, it will be carried out within a reasonable time and without significant inconvenience to you.
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Damage and normal wear
Your statutory rights do not cover damage caused by misuse, accidents, failure to follow the care instructions provided with your jewellery, attempted repairs or alterations, or normal wear and tear.
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Returning an item
Where an item needs to be returned because it is faulty or does not conform to the contract, I will deal with the return in accordance with your statutory rights.
Please contact me before sending any jewellery, ashes or other items back.
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Your statutory rights
Nothing in this policy removes or restricts any rights you have under UK consumer law.
Where your legal rights provide a remedy, those rights take precedence over this policy. UK consumer law does not allow a business to exclude responsibility for faulty or misdescribed goods.
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Contact
info@heavenskeepsakes.co.uk
Heaven’s Keepsakes
Sweet Pea Way
Emersons Green
Bristol
BS16 7QE