Refund policy

Refund & Returns Policy
Heavenly Gems Limited
Company No. 13105135

We understand that memorial jewellery carries deep emotional meaning. Every piece is handmade with care, precision and respect.

This policy explains how we handle cancellations, returns, exchanges, refunds, repairs and faulty items.

1. Returns Eligibility

Due to the personalised and handmade nature of most of our products, personalised, memorial, engraved or made-to-order jewellery cannot be returned for a change of mind once production, resin work, engraving, setting or personalisation has started.

This includes jewellery made using ashes, hair, fur, breast milk, handwriting, fingerprints, paw prints, engraving, resin colours or any other personal inclusion or custom request.

This does not affect your statutory rights if an item is faulty, incorrect, damaged or not as described.

Personalised / memorial jewellery:
Not eligible for return once made or once production has started, unless the item is faulty, incorrect or damaged.

Faulty, incorrect or damaged items:
Eligible for repair, replacement, exchange or refund where appropriate.

Non-personalised items, if applicable:
Eligible for return within 30 days of delivery, provided they are unused, unworn and returned in their original condition.

2. Cancellations

Orders can be cancelled before ashes or inclusions have been received by us, or before production, engraving, resin work or personalisation has started.

Once we have received ashes or inclusions, or once production has started, the order can no longer be cancelled unless the item is faulty, incorrect, damaged or we agree otherwise in writing.

3. Items Damaged on Arrival

If your item arrives damaged, faulty or incorrect, please contact us as soon as possible at:

hello@heavenlygems.co.uk

Please include:

Your order number
Clear photos of the item
Photos of the packaging, if the item arrived damaged
A short description of the issue

We will assess the issue and work with you to resolve it as quickly as possible.

4. Faults, Repairs and Replacements

If your jewellery develops a fault and the care instructions have been followed, please contact us.

You may be asked to return the item for inspection.

If a manufacturing fault is confirmed, we will offer one of the following where appropriate:

Repair
Replacement
Exchange
Refund

Damage caused by misuse, accidental damage, impact damage, water exposure, chemicals, perfumes, cleaning products or failure to follow the jewellery care instructions is not covered.

5. Returns Process

All approved returns must be sent by post.

Please contact us before returning any item so we can provide the correct return instructions.

Items must be returned in their original condition unless they are being returned because they are faulty, incorrect or damaged.

We recommend using a tracked postal service, as we cannot be responsible for items lost in transit.

6. Return Costs and Return Labels

For non-faulty returns, customers are responsible for return postage.

For faulty, incorrect or damaged items, Heavenly Gems will cover reasonable return postage once the return has been approved.

We do not include return labels in the parcel.

Where a return is approved, the customer is responsible for arranging the return postage unless the item is faulty, incorrect or damaged.

We do not charge a restocking fee.

7. Exchanges

Exchanges may be offered where applicable for non-personalised items, or where an item is faulty, incorrect or damaged.

Personalised, memorial, engraved or made-to-order jewellery cannot be exchanged for a change of mind once production, resin work, engraving, setting or personalisation has started.

8. Refunds

Where a refund is approved, it will be issued to the original payment method.

Please allow 5–10 working days for the refund to be processed after approval.

Original shipping costs are non-refundable unless the item is faulty, incorrect, damaged or where required by law.

9. Jewellery Care

All orders include a Jewellery Care Guide.

Memorial jewellery contains resin and delicate materials and must be handled with care. Damage caused by failure to follow the care instructions is not covered.

This includes damage caused by:

Prolonged exposure to water
Contact with perfumes, chemicals or cleaning products
Impact damage
Improper storage
Wearing during swimming, bathing, cleaning or heavy work

10. Contact Us

For any return, refund, exchange, repair or cancellation requests, please contact:

hello@heavenlygems.co.uk