Refunds & Returns Policy

At Ash Keepsakes, every item is handmade to order with the utmost care and respect. Due to the highly personalised and sentimental nature of our work, our refund and return policy reflects both UK consumer law and the bespoke nature of what we create.

🔧 Faulty Items

If your item arrives damaged or becomes faulty due to a manufacturing issue within 12 months of purchase, you are entitled to a repair, replacement, or full refund under the Consumer Rights Act 2015.

To qualify:

• You must notify us within 14 days of noticing the fault.

• You will need to provide photographic evidence of the fault.

• Items showing signs of wear and tear, accidental damage, or misuse are not considered faulty.

We will cover the cost of returning the item if it is confirmed to be faulty.

🎁 Bespoke and Made-to-Order Items

Because our jewellery is handmade to your exact requirements and often includes your loved one’s ashes, hair, handwriting or other personal materials, we do not offer refunds or exchanges for non-faulty items.

However:

• If you contact us before we have started creating your piece, we may be able to accommodate minor changes to colours, styles or engraving at our discretion.

• Once work has begun, we cannot accept cancellations or changes.

📦 How to Request a Refund or Report a Fault

Please email info@ashkeepsakes.co.uk with the following details:

• Your order number

• A description of the issue

• Clear photos of the item and any damage or fault

We aim to respond within 2 working days.

📘 Legal Notes

This policy is in line with the Consumer Rights Act 2015 and applicable UK legislation governing bespoke and custom-made goods.

If you have any concerns or questions, we are always happy to help. Please contact us directly for a compassionate, human approach.