Refund & Returns Policy — Yma O Hyd Memorial Jewellery

Bespoke & Made-to-Order Items
Every piece is handcrafted for you, so bespoke items can't be returned or exchanged once we've begun making them, unless they arrive faulty or damaged (see below). If you change your mind before we've started your piece, email us and we'll cancel your order and refund you in full. Please double-check all names, dates, sizes and inscription text at checkout, as we can't accept returns for personalisation errors made when ordering.

Your inclusions (ashes, hair or fur)
Any unused inclusions are always returned to you with your finished jewellery. If you cancel before we've started, we'll send them back to you promptly free of charge. We recommend sending your kit by Royal Mail Tracked using the prepaid label provided, and we'll confirm safe arrival by email as soon as it reaches us.

Faulty or Damaged Items

If your item arrives faulty, damaged, or not as described — personalised or not — please contact us within 30 days of delivery at Emily@ymaohyd.co.uk with photos of the issue. We'll offer a repair, replacement, or full refund, including return postage costs.

How to Start a Return

Email Emily@ymaohyd.co.uk with your order number and reason for return. We'll confirm eligibility and next steps within 2 business days.

 

Refund Timing

Refunds are processed within 14 days of us receiving the returned item, back to your original payment method.

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This policy does not affect your statutory rights under UK consumer law.