Returns & Refunds Policy

Heartstones® | Heartstones Ltd

Last updated: 25 October 2026

1. Overview

At Heartstones, every order is handled with care and attention. Many of our pieces are individually handcrafted or personalised, often incorporating precious and irreplaceable personal elements.

Alongside our memorial jewellery, we also offer personalised gifts, photo engraving, standard jewellery, keepsakes and selected homeware.

This policy explains your cancellation, return, refund and replacement rights.

It is intended to comply with applicable UK consumer legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Nothing in this policy excludes or restricts your statutory consumer rights.

2. Bespoke & Personalised Products

Many Heartstones products are individually personalised or made to a customer's specifications.

These may include:

• Memorial jewellery containing ashes, hair, fur, breastmilk or other personal elements.

• Jewellery, keepsakes or gifts engraved with personal photographs, names, dates or messages.

• Products made to individually agreed designs or specifications.

• Other clearly personalised items.

Under UK consumer legislation, goods made to a customer's specifications or clearly personalised are generally exempt from the statutory 14-day change-of-mind cancellation right.

This exemption does not depend solely on whether production has begun.

Selecting a standard size, colour, finish or other ordinary product option does not automatically make a product legally bespoke.

We may agree to cancel a personalised order before production begins, but this is at our discretion where no statutory cancellation right applies.

Personalised products remain covered by statutory rights where they are faulty, damaged, misdescribed or otherwise fail to meet applicable consumer standards.

3. Order Cancellations

Standard, Non-Personalised Products

For eligible products purchased online, customers generally have the right to cancel their order without giving a reason.

The cancellation period begins when the order is placed and ends 14 days after the customer, or a person nominated by them, receives the goods.

Different rules may apply to orders delivered in multiple parcels.

To cancel, please email accounts@heartstonesjewellery.com with a clear statement that you wish to cancel.

You may use the cancellation form at the end of this policy, but you are not required to do so.

Bespoke & Personalised Products

Where a product is genuinely made to your specifications or clearly personalised, the statutory change-of-mind cancellation right generally does not apply.

However, we understand that circumstances can change.

Please contact us as soon as possible if you need to request cancellation.

Where production has not begun, we may agree to cancel the order.

If we agree to cancellation, we will confirm any applicable arrangements in writing.

Your statutory rights remain unaffected.

4. Returns of Standard Products

For eligible standard, non-personalised products, customers must notify us of cancellation within the statutory cancellation period.

Following cancellation, goods must normally be returned within 14 days.

Customers may inspect goods as they would in a physical shop, including trying on jewellery to establish its fit and appearance.

We ask that returned items are packaged carefully to prevent damage during transit.

Original packaging is preferred where available but is not an absolute requirement for exercising statutory cancellation rights.

Where permitted by law, a deduction may be made from the refund if the goods have diminished in value because of handling beyond what is necessary to establish their nature, characteristics and functioning.

Customers are responsible for the direct cost of returning change-of-mind purchases, provided this was clearly communicated before purchase.

We recommend using a tracked postal service and retaining proof of postage.

Please contact us before returning an item so we can provide appropriate return instructions.

5. Faulty, Damaged or Incorrect Products

We take great care to ensure that all products meet our quality standards and the descriptions provided.

If your item arrives faulty, damaged, incorrect or not as described, please contact us as soon as reasonably possible.

We may request:

• Your order number or proof of purchase.

• Photographs of the item.

• A description of the issue.

• Additional information reasonably required to assess the problem.

Customers are not required to report faults within 14 days to retain their statutory rights.

Under the Consumer Rights Act 2015, UK consumers have legal remedies where goods are faulty, not as described or not fit for purpose.

These may include:

• A short-term right to reject qualifying faulty goods within 30 days.

• Repair or replacement where appropriate.

• A price reduction or refund where the relevant legal conditions are met.

Where a fault becomes apparent within the first six months, it is generally presumed to have existed at delivery unless we can demonstrate otherwise or an applicable exception applies.

Rights may continue beyond six months, depending on the circumstances.

Where a return, repair or replacement is required because of a fault for which Heartstones is legally responsible, we will cover the necessary reasonable costs in accordance with applicable law.

These rights apply to both personalised and non-personalised products.

6. Memorial Jewellery & Personal Elements

We recognise that memorial jewellery may contain deeply precious and irreplaceable personal elements.

If a memorial piece develops a fault, please contact us before attempting to repair, alter or dismantle it.

Where appropriate, we will assess whether the piece can be repaired safely while preserving the personal elements.

If a replacement is necessary, we will discuss the available options and any requirement for additional personal elements.

We cannot guarantee that personal elements can always be recovered from a damaged or completed piece without alteration or loss.

However, we will take reasonable care and explain the available options before undertaking any work.

Any unused personal elements held by Heartstones will be returned to the customer in accordance with our Terms & Conditions.

Nothing in this section limits our liability or your statutory remedies where a product is faulty or where loss or damage results from a breach of our legal obligations.

7. Ring Sizing

Customers are responsible for selecting and confirming their required ring size.

We may provide ring sizers or sizing guidance to assist.

Certain designs and materials cannot be resized safely.

Where an incorrect size has been supplied by the customer, resizing or replacement may incur an additional charge.

An incorrectly selected size does not, by itself, make a correctly supplied ring faulty.

However, if a ring differs from the size ordered, has been manufactured incorrectly or otherwise fails to meet statutory requirements, your consumer rights remain unaffected.

Where a ring is a standard, non-personalised product, an incorrect size selection does not automatically remove any applicable statutory change-of-mind cancellation right.

8. Handmade Variations

Each handcrafted Heartstone is individually created.

Minor variations in colour, texture, pattern or positioning may occur as a natural result of the handmade process.

These variations are not necessarily manufacturing defects, provided the finished product meets its description, agreed specifications and applicable quality requirements.

If you believe your item differs materially from what was ordered or agreed, please contact us so that we can review your concerns.

9. Normal Wear & Tear

Jewellery and other products require appropriate care.

Normal wear and tear, accidental damage, misuse or damage caused by failure to follow reasonable care instructions are not automatically considered manufacturing faults.

Examples may include:

• Scratches caused by everyday use.

• Damage resulting from impact or excessive force.

• Damage caused by chemicals or unsuitable cleaning products.

• Damage resulting from inappropriate use or storage.

Each concern will be assessed according to the circumstances.

This section does not affect your rights where a product was defective, insufficiently durable or otherwise failed to meet applicable legal standards.

10. Refund Processing

Where a statutory change-of-mind cancellation right applies, we will refund the amount required by law, including the applicable standard outbound delivery charge.

Additional delivery costs resulting from choosing a premium delivery service are not normally refundable beyond the cost of the least expensive standard delivery option offered.

For returned goods, refunds will be issued without undue delay and no later than 14 days after we receive the returned goods or receive satisfactory evidence that they have been sent back, whichever is earlier.

Where an eligible order is cancelled before goods have been dispatched, the refund will be made within 14 days of being informed of the cancellation.

Refunds relating to faulty or misdescribed goods will be processed in accordance with the Consumer Rights Act 2015 and other applicable legal requirements.

Refunds will normally be issued to the original payment method unless an alternative is expressly agreed.

The time taken for funds to appear in your account may depend on your payment provider.

11. Return Postage & Packaging

For eligible change-of-mind returns, customers are responsible for direct return postage costs where this has been clearly communicated before purchase.

We recommend using suitable protective packaging and a tracked postal service.

Where goods are faulty, incorrect or misdescribed, Heartstones will meet applicable legal obligations concerning reasonable return postage and associated costs.

Customers should contact us before returning memorial jewellery containing personal elements so that appropriate packaging and transportation arrangements can be discussed.

Please do not send loose ashes or other personal elements with a return unless this has been agreed in advance.

12. International Orders

Heartstones currently accepts online orders for delivery within the United Kingdom.

International online checkout is temporarily unavailable while we review overseas shipping and customs arrangements.

If international sales are introduced, this policy will be reviewed to account for any additional mandatory consumer protections that apply.

13. How to Request a Return or Refund

To request a cancellation, return, repair or refund, please contact:

Heartstones Ltd
Email: accounts@heartstonesjewellery.com

Please include your order number, the product concerned and a brief explanation of your request.

For damaged or faulty items, photographs may help us assess the issue more quickly.

We will provide the appropriate return instructions and discuss the available resolution.

Return address:

Heartstones Ltd
23 Graig Park Road
Newport
NP20 6HD
United Kingdom

Please contact us before posting any item containing personal elements.

14. Model Cancellation Form

This form is provided for customers wishing to exercise a statutory right to cancel an eligible purchase.

You may use this form, but you are not required to do so. A clear statement by email or post is also acceptable.

To: Heartstones Ltd
23 Graig Park Road
Newport
NP20 6HD
United Kingdom

Email: accounts@heartstonesjewellery.com

I/We hereby give notice that I/we cancel my/our contract of sale of the following goods:

Products ordered: __________________________

Order number (if available): __________________________

Ordered on: __________________________

Received on: __________________________

Customer name: __________________________

Customer address: __________________________

Signature (only if submitted on paper): __________________________

Date: __________________________

Delete or complete fields as appropriate.

This cancellation form applies only where a statutory cancellation right exists. It does not remove or restrict other rights relating to faulty or misdescribed products.

15. Your Statutory Rights

Nothing in this policy excludes, restricts or replaces your rights under applicable UK consumer legislation.

For further information about consumer rights, please visit:

www.gov.uk/consumer-protection-rights

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