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.
Shipping Policy
Once your finished piece has been handed to the postal service, it is in their care.
If you would like protection against loss or damage during transit, shipping insurance can be added at checkout. If an insured parcel is lost or arrives damaged, the carrier will cover the cost of replacement through their claim process.
Customers are responsible for the cost of sending inclusions to Moments Remain. Please note that the permitted method of sending depends on your inclusion type — see the Shipping Policy for full details, including important information for customers sending human cremated remains.
Warranty
Every piece comes with a lifetime warranty covering craftsmanship issues.
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
All jewellery must be cared for according to the care guidelines provided. Resin and inclusion‑based pieces 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.
Items that have shipped cannot be exchanged.
Cancellations
If you cancel before work begins, there is no fee.
If you cancel after sending your inclusions, the cost of returning your inclusions to you is your responsibility. Returns will be arranged using an appropriate method for your inclusion type.
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 cover the cost of postage when sending items in for repair.
I will always assess repairs with care and let you know the best path forward.