Refund, Returns & Cancellations Policy
(Personalised Keepsake Jewellery)
Refunds, Returns & Cancellations
At Mia’s Keepsakes & Memories, all items are handmade to order using personal inclusions such as hair, fur, ashes, fabric, or other sentimental materials.
Because every item is custom-made and uniquely personal, we do not accept returns or offer refunds once production has begun — except in the case of a fault or damage.
This policy is in accordance with the UK Consumer Contracts Regulations, which exclude personalised goods from the right to cancel.
Order Cancellations
Orders may be cancelled only if production has not yet started.
Once work has begun — including preparation, handling of inclusions, or creation of the piece — the order cannot be cancelled.
If you need to request a cancellation, please contact us as soon as possible after placing your order. We cannot guarantee cancellation once an order has been submitted.
Faulty or Damaged Items
If your item arrives damaged or faulty, please contact us within 48 hours of delivery with:
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Your order number
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A description of the issue
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Clear photos of the item and packaging
If a fault is confirmed, we will offer a repair or replacement.
Refunds are only offered where a repair or replacement is not possible.
Inclusions Responsibility
Once inclusions have been received and incorporated into your jewellery, they cannot be returned under any circumstances.
We strongly recommend customers ensure they are comfortable sending inclusions before placing an order.
Refund Processing (if applicable)
Any approved refunds will be processed to the original payment method within 7–10 working days.