Terms of service

1. About us and these terms

These terms apply whenever you buy from ymaohyd.co.uk. By placing an order you agree to them.

• Who we are: Yma O Hyd Memorial Jewellery Ltd, a company registered in England and Wales, number 17040462.
• Registered address and workshop: 39 Heol Las, Ammanford (Rhydaman), SA18 3EB.
• Email and phone: Emily@ymaohyd.co.uk, 07899419884.
• Who can buy: we sell to consumers and deliver to addresses in the United Kingdom only.

These terms do not affect your legal rights as a consumer.

2. Placing an order, prices and payment

When you place an order you are making an offer to buy. Our contract with you starts when we email you to confirm we have accepted it. We may decline an order, for example if a price is wrong or we cannot make the piece you describe. If we do, we will tell you and refund anything you have paid.

Prices are in pounds sterling and include any VAT that applies. Delivery within the UK is free. You pay when you order, using the payment methods shown at checkout.

Please check your order carefully, including sizes, names, dates and any wording, before you pay. If you spot a mistake after ordering, email us as soon as you can.

3. Bespoke pieces and your inclusions

Every piece is handmade to order for you. We do not hold finished stock. "Inclusions" means the ashes, hair, fur or other keepsake you send us to be set into your piece.

• Your confirmation: by sending inclusions you confirm you are entitled to provide them and, where they belong to someone else's family, that you have permission.
• How we handle them: we work on one order at a time. Your inclusions are labelled when they arrive and kept in a separate, labelled container until your piece is finished.
• Unused material: we return everything we do not use, with your finished piece, by Royal Mail Special Delivery.
• Natural variation: organic materials look different once set. Colour, texture and tiny bubbles in the resin can vary from our photos. This is normal for a handmade piece, and does not make it faulty.
• Permanent setting: once your inclusions are sealed in the piece they cannot be removed.

We will always take reasonable care of what you send. We cannot replace the sentimental value of your inclusions. If anything is lost or damaged while in our care, we will tell you straight away and talk to you about how to put it right.

4. Making and delivery

After you order, we post you a free collection kit, usually within 1 to 2 working days. Use the prepaid Royal Mail Tracked label in the kit to send your inclusions to us. We email you when they arrive.

We aim to finish your piece within 2 to 4 weeks of receiving your inclusions. If you need it for a particular date, such as a funeral or anniversary, tell us when you order and we will do our best.

We send finished pieces and any unused inclusions by Royal Mail Special Delivery, free within the UK. A signature is needed on delivery, and we email you the tracking number when it ships. Your piece becomes your responsibility once it is delivered to you.

If we expect a delay, we will tell you and agree a new date with you. Delays outside our control, such as courier problems, do not affect your legal rights.

5. Cancelling, returns and refunds

Because your piece is made to your order, UK law does not give you the usual 14-day right to cancel. We still want to be fair, so:

• Before we start work: you can cancel at any time and we will refund you in full. Email us as soon as you can. If we already have your inclusions, we will return them promptly by Royal Mail Special Delivery.
• After we start work: we cannot cancel, refund or exchange your piece, unless it is faulty or damaged (section 6).
• Standard, non-personalised items: you can return these within 14 days of delivery for a full refund, if they are unused, unworn and in their original packaging. Return postage is free.

To start a return or cancellation, email Emily@ymaohyd.co.uk with your order number. We confirm next steps within 2 business days. We refund to your original payment method within 14 days of agreeing the refund, or of receiving a returned item.

6. Faulty or damaged items and your legal rights

Your piece must be of satisfactory quality, fit for its purpose and as we described it. If it is not, you have rights under the Consumer Rights Act 2015.

• Within 30 days of delivery: you can reject a faulty item and get a refund.
• Within 6 months: you can ask for a repair or replacement. If that fails or is not possible, you can ask for a refund or a price reduction.
• Within 30 days, our promise: email Emily@ymaohyd.co.uk with photos. We will offer a repair, a replacement or a full refund, and we pay return postage.

Small natural differences in how inclusions look once set (section 3) are not faults. These terms never limit your statutory rights.

7. Our responsibility to you

We are responsible for losses you suffer that are a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for losses that were not foreseeable when you ordered.

We are not responsible for inclusions that are lost or damaged in the post on their way to us. We strongly recommend the prepaid Royal Mail Tracked label in your kit. Once we email you to confirm safe arrival, they are in our care (section 3).

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit. We sell to consumers only, and do not accept responsibility for loss of profit or business losses.

8. Using our website

The name Yma O Hyd, our logo, product photographs and website content belong to Yma O Hyd Memorial Jewellery Ltd. Please do not copy or use them without our written permission, other than for your own personal use.

We look after your personal information as described in our Privacy Policy. Your story is yours. We never share your name, photos or messages without your permission, and that includes using a review or photo of your piece on our website or social media.

9. Complaints, governing law and contact

If something is wrong, please tell us first at Emily@ymaohyd.co.uk or 07899419884, quoting your order number. We aim to reply within 1 to 2 business days and to put things right fairly. If we cannot settle a complaint, we will tell you about an approved alternative dispute resolution provider. You can also get free advice from Citizens Advice.

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in your local courts. If we change these terms, the version in force when you ordered applies to your order.

Yma O Hyd Memorial Jewellery Ltd, 39 Heol Las, Ammanford, SA18 3EB. Company number 17040462.