Refunds & Warranty
Refund Policy
Each piece is handmade using the inclusions you send. Once I begin working with your inclusions, the process is permanent and cannot be reversed without damaging the piece.
For this reason, refunds are not possible once work has begun.
If you cancel before work begins, a full refund is available.
Orders cannot be refunded once the finished piece has shipped.
For information about Collection Kits, sending inclusions, tracking, and delivery, please see our Shipping Policy.
Warranty
Every piece comes with a lifetime craftsmanship warranty.
This warranty covers defects arising from the creation or assembly of the jewellery piece.
The warranty does not cover:
- accidental damage, breakage, or wear‑and‑tear
- incorrect ring size or material chosen at checkout
- tarnish on non‑solid‑gold items
- loss of the item
- items altered or set by jewellers other than Moments Remain
- damage caused by improper care, storage, or exposure to substances outside the jewellery care instructions
- natural ageing of materials as described in the Materials Guide and Jewellery Care Guide
All jewellery must be cared for according to the care guidelines provided. Some keepsake materials and finishes are sensitive to water, chemicals, heat, and abrasion. Damage resulting from not following the care instructions is not considered a craftsmanship issue.
Natural ageing of metals and keepsake stones is expected and is outlined in our Materials Guide and Jewellery Care Guide. These guides explain how each material behaves over time and how to care for your jewellery. Ageing or changes consistent with these guides are not considered craftsmanship issues.
If something happens outside warranty coverage, I’m always happy to help with repairs or discounted replacements where possible.
Returns & Exchanges
Because each piece is created specifically with your inclusions and cannot be disassembled without damage, exchanges are only possible before work begins.
Once I begin working with your inclusions, exchanges are no longer possible.
Due to the personalised nature of keepsake jewellery created using customer-supplied inclusions, completed pieces are not eligible for exchange.
Items that have shipped cannot be exchanged.
Cancellations
If you cancel before work begins, there is no fee.
If you cancel after your inclusions have been received but before work has begun, the cost of returning your inclusions is your responsibility.
Orders cannot be cancelled once work has begun or once the finished piece has shipped.
Repairs
If your keepsake stone becomes cloudy or lightly marked over time, it can often be refreshed. More information is available in our Jewellery Care Guide, and you are always welcome to contact the studio for support.
Customers are responsible for postage costs when sending jewellery to the studio for repair.
I will always assess repairs with care and let you know the best path forward.
Statutory Rights
Nothing in this policy affects your statutory rights under applicable consumer protection legislation.