Refund policy

Product Guarantee, Returns & Refunds

At Tilly & Co Memorial Jewellery Ltd, every piece of memorial jewellery and keepsake jewellery is individually handcrafted with great care, attention, and respect for the precious inclusions entrusted to us.

We take immense pride in the quality of our workmanship and want you to be delighted with your finished piece. However, due to the bespoke nature of our products, it is important that you read the following information carefully.

Personalised & Bespoke Items

All of our memorial jewellery, ashes jewellery, breastmilk jewellery, and personalised keepsakes are custom-made to order using your own inclusions and personal specifications.

As such, these items are exempt from the standard 14-day cancellation period under Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which applies to personalised and bespoke goods.

Once production has begun, cancellations, returns, or refunds cannot be accepted unless the item is found to be faulty.

Product Care

Care instructions are provided with every order and are also available on our website.

It is the customer's responsibility to read and follow all care guidance provided. Failure to follow these instructions may affect the longevity of your jewellery and could impact warranty claims.

Our Product Guarantee

We proudly stand behind the quality of our handcrafted memorial jewellery and provide a guarantee against manufacturing defects.

If your item is found to have a manufacturing fault through no fault of your own, we will first assess the issue and, where possible, offer a repair.

If a repair is not possible, we will provide:

  • A replacement of the same design where available.

  • An alternative item of equal value if the original design has been discontinued.

  • A refund where no suitable repair or replacement solution can be offered.

This guarantee applies for up to twelve months from the date of delivery, in accordance with your rights under the Consumer Rights Act 2015.

Any concerns regarding your order should be reported as soon as possible and preferably within 30 days of receipt to allow us to investigate and resolve the matter promptly.

Pendant Chains & Bracelet Components

Chains, bracelet cords, and similar wearable components are subject to normal everyday wear and are not covered under our guarantee unless found to be faulty upon delivery.

Should a chain or bracelet component become damaged through general use, we are happy to assist with replacement options at a reduced cost wherever possible.

Accidental Damage

Our guarantee does not cover:

  • Accidental damage

  • Loss or theft

  • General wear and tear

  • Improper storage

  • Water or chemical damage

  • Damage caused by failure to follow care instructions

  • Third-party alterations or repairs

If your jewellery becomes damaged outside of warranty coverage, we will always do our best to assist with repair options where possible. Repair charges may apply.

Assessment of Faults

In some cases, we may request that a damaged item be returned to us for inspection.

Where a manufacturing fault is confirmed, we will reimburse reasonable return postage costs and provide an appropriate resolution.

If the damage is found to be the result of accidental damage, misuse, or normal wear and tear, the customer will be responsible for:

  • Return postage to us

  • Any applicable repair charges

  • Return postage back to the customer

Handmade Characteristics

Every piece created by Tilly & Co Memorial Jewellery Ltd is individually handcrafted and completely unique.

Due to the nature of handcrafted resin memorial jewellery, slight variations may occur between pieces, including:

  • Minor air bubbles

  • Small pigment variations

  • Natural movement within resin designs

These characteristics are a normal part of the handmade process and do not affect the strength, durability, or beauty of the finished piece. They are therefore not considered defects.

Ring Sizing

Customers are responsible for ensuring the correct ring size is selected when ordering memorial rings.

We strongly recommend using a professional ring sizing service or referring to our Ring Size Guide before placing your order.

As all rings are custom-made, refunds, exchanges, or remakes cannot be offered where an incorrect size has been supplied by the customer.

Refund Information

Where a refund is agreed, the original cost of posting inclusions to Tilly & Co Memorial Jewellery Ltd is non-refundable.

Refunds will only be issued to the original payment method used when placing the order.

Returns Procedure

Items must not be returned without prior authorisation from Tilly & Co Memorial Jewellery Ltd.

Unauthorised returns may be refused or held until any outstanding postage or redelivery charges have been settled.

If you experience any issue with your order, we kindly ask that you contact us as soon as possible so we can work with you to achieve a fair and timely resolution.

Our aim is always to provide exceptional customer service and create memorial jewellery that honours your precious memories with the care and respect they deserve.