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.

1. Returns Eligibility
Due to the personalised nature of our products, returns are not accepted once production has begun, unless the item is faulty or incorrect.

  • Personalised / memorial jewellery: Not eligible for return once made
  • Faulty or damaged items: Eligible for repair, replacement, or refund
  • Non-personalised items (if applicable): Eligible for return within 14 days of delivery

This is in line with UK Consumer Contracts Regulations, where personalised goods are exempt from the standard 14-day cancellation right once production has started.

2. Cancellations
Orders can only be cancelled before ashes or inclusions have been received by us.

Once we have received ashes or begun production, the order cannot be cancelled.

3. Items Damaged on Arrival
If your item arrives damaged, you must contact us within 14 days of delivery.

Please email hello@heavenlygems.co.uk with:

  • Clear photos of the item
  • Photos of the packaging

We will assess and resolve the issue as quickly as possible.

4. Faults & Repairs
If your jewellery develops a fault and 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:

  • Repair the item, or
  • Provide a replacement, or
  • Offer a refund where appropriate

5. Returns Process (Where Applicable)
Where a return is approved:

  • You will be provided with return instructions
  • Items must be returned in their original condition
  • Customers are responsible for return postage unless the item is faulty

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

6. Refunds
Where a refund is approved:

  • Refunds will be issued to the original payment method
  • Please allow 5–10 working days for processing after approval

Original shipping costs are non-refundable unless the item is faulty.

7. 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 care instructions is not covered.

This includes:

  • Prolonged exposure to water
  • Contact with perfumes, chemicals, or cleaning products
  • Impact damage
  • Improper storage

8. Contact Us
For any return, refund, or repair requests, please contact:
hello@heavenlygems.co.uk