Refund policy
Product Guarantee, Returns & Refunds
At Tilly & Co Memorial Jewellery Ltd, every piece of memorial jewellery and keepsake jewellery is individually handcrafted with 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. Because our jewellery is often bespoke, personalised and made using your own precious inclusions, it is important that you read this policy alongside our Terms & Conditions.
Nothing in this policy affects your statutory rights under applicable UK consumer law.
Personalised & Bespoke Items
Our memorial jewellery, ashes jewellery, breastmilk jewellery, pet memorial jewellery and personalised keepsakes are made specifically for you using your chosen design, personalisation and, where applicable, your own precious inclusions.
Many of our products are therefore goods made to your specifications or clearly personalised.
Where the law provides an exemption from the usual 14-day cancellation right for personalised or bespoke goods, that exemption will apply.
This does not affect your statutory rights where goods are faulty, not as described or otherwise fail to meet the requirements of applicable consumer law.
Once production has begun, we are generally unable to accept a change-of-mind cancellation where the law allows the cancellation exemption to apply, particularly where your jewellery has been personalised, materials have been ordered specifically for you, or your memorial inclusions have been incorporated into the piece.
Product Quality & Our Additional Guarantee
We stand behind the quality of our handcrafted jewellery.
In addition to your statutory consumer rights, Tilly & Co provides an additional 12-month guarantee from the date of delivery against manufacturing defects in the finished jewellery.
Where a genuine manufacturing defect is identified, we will assess the item and, where appropriate, offer a repair, replacement or other appropriate remedy.
Depending on the circumstances, this may include:
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Repairing the item where reasonably possible
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Replacing the item with the same or an equivalent design where available
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Offering an alternative solution of comparable value
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Providing a refund where appropriate and where a suitable repair or replacement cannot reasonably be provided
This additional guarantee does not replace or restrict any statutory rights you may have.
Reporting a Problem With Your Order
If you believe your jewellery is faulty or there is a problem with your order, please contact us as soon as reasonably possible after discovering the issue.
We recommend contacting us promptly so that we can investigate the matter and, where appropriate, arrange an inspection of the jewellery.
You do not lose your statutory consumer rights simply because you did not contact us within a particular number of days.
Product Care
Care instructions are provided with your finished order and are also available through our website.
Please follow the care instructions carefully to help protect your jewellery and preserve its appearance.
Damage caused by failing to follow the supplied care instructions may not be covered by our additional 12-month guarantee, although your statutory consumer rights remain unaffected.
What Our Additional Guarantee Does Not Cover
Our additional guarantee does not normally cover damage caused by:
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Accidental damage
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Loss or theft
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Misuse or neglect
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Normal wear and tear
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Improper storage
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Exposure to chemicals
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Perfume or cosmetics
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Hand sanitiser
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Cleaning products
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Excessive moisture or water exposure
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Excessive heat
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Prolonged direct sunlight
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Manual work or activities likely to damage the jewellery
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Failure to follow the care instructions
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Third-party alterations, repairs or modifications
Where damage falls outside our additional guarantee, we will always do our best to help and may be able to offer a paid repair or replacement service.
Nothing in this section limits your statutory consumer rights.
Pendant Chains & Bracelet Components
Chains, bracelet cords, clasps and similar wearable components are subject to normal use and wear.
Where a component is found to have a manufacturing fault, we will assess the issue and provide an appropriate remedy in accordance with your statutory rights and, where applicable, our additional guarantee.
Damage resulting from normal wear, accidental damage or misuse may not be covered by our additional guarantee.
If a replacement component is required outside guarantee coverage, we will be happy to discuss available options and any applicable costs.
Assessment of Faults
In some circumstances, we may need to ask you to return the jewellery to us so that we can inspect it properly.
Please do not arrange a repair or alteration through another jeweller before contacting Tilly & Co, as third-party work may affect our ability to assess the original workmanship.
If we confirm that the issue is a manufacturing fault covered by our additional guarantee or applicable statutory rights, we will discuss the appropriate remedy with you and, where applicable, reasonable return postage costs.
If the issue is found to result from accidental damage, misuse, normal wear and tear or another matter outside our additional guarantee, you may be responsible for return postage and any agreed repair costs.
Handmade Characteristics
Every piece created by Tilly & Co Memorial Jewellery Ltd is individually handcrafted and unique.
Because our jewellery is handmade, slight variations can naturally occur, including:
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Minor air bubbles within resin
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Small variations in pigment or colour
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Natural movement or positioning of inclusions
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Slight differences between photographs, examples and the finished piece
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Natural variations in handmade finishes
These characteristics can be a normal part of the handcrafted process and are not automatically considered manufacturing defects.
However, if you believe something is materially wrong with your jewellery or that it does not conform to what you ordered, please contact us so that we can assess it properly.
Memorial Inclusions & Finished Appearance
Memorial inclusions such as ashes, hair, fur, breastmilk, flowers and other precious materials are naturally unique.
The final appearance of your jewellery can therefore vary depending on the colour, texture, quantity and characteristics of the inclusion provided.
Where you have selected a particular resin, memorial stone or colour, we will make the piece as closely as reasonably possible to the agreed design.
Because each inclusion is unique, we cannot guarantee that every finished piece will look identical to photographs, examples or previous pieces.
Ring Sizing
Customers are responsible for selecting the correct ring size when ordering.
We strongly recommend having your finger professionally measured before ordering, particularly where you are purchasing a bespoke memorial ring.
Where an incorrect size has been supplied by the customer, a change-of-mind refund or free remake is not normally available for a bespoke ring.
Where possible, we may be able to offer resizing or a remake at an additional cost, depending on the design and materials used.
If you believe the ring has been supplied in a size different from the size ordered, please contact us so that we can investigate.
Your statutory rights remain unaffected.
Returns Procedure
Please contact Tilly & Co before returning any item so that we can provide the appropriate return instructions.
Do not send jewellery or memorial inclusions to us without contacting us first.
Where an item needs to be returned for assessment, we will explain the return process and any applicable postage arrangements.
Refunds
Where a refund is legally due or has been agreed, it will normally be made using the original payment method.
Where appropriate, refunds will be processed within the timeframe required by applicable consumer law.
The treatment of postage and other costs will depend on the reason for the refund and the circumstances of the order.
Where a refund relates to a genuine fault or failure to meet applicable consumer requirements, we will deal with reasonable costs in accordance with your statutory rights.
Any postage paid by you for voluntarily sending memorial inclusions to Tilly & Co, where no refund is legally due for that postage, may be non-refundable.
Memorial Inclusions Following Cancellation, Refund or Return
Because your memorial inclusions are precious and often irreplaceable, please contact us before sending or requesting the return of any inclusions following a cancellation, refund or other issue.
Where unused inclusions remain after production, we will return them in accordance with our Terms & Conditions and the circumstances of the order.
Where inclusions have already been incorporated into a finished bespoke item, they cannot normally be removed without affecting or potentially destroying the jewellery.
Your Statutory Consumer Rights
Nothing in this policy is intended to exclude, restrict or limit your rights under applicable UK consumer law.
Depending on the circumstances, you may have legal rights where goods are faulty, not as described, not fit for purpose or otherwise fail to meet the standards required by law.
Where a statutory right applies, we will work with you to provide the appropriate remedy.
If you believe there is a problem with your order, please contact us and we will always aim to resolve the matter fairly and promptly.
Our Approach to Customer Care
We understand that memorial jewellery is much more than an ordinary purchase.
Every piece represents someone, a memory, a much-loved pet or a moment that you want to carry with you.
If something isn't right with your jewellery, please contact me. I will always take the time to listen, understand what has happened and do everything I reasonably can to help.
My aim is not simply to make beautiful jewellery, but to make sure your precious memories are treated with the care, respect and compassion they deserve.
Tilly & Co Memorial Jewellery Ltd
Creating meaningful memorial jewellery and keepsakes with care, compassion and respect.
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