Return policy for personalized products
At Loved & Cherished Memory Bears, we’re dedicated to creating beautiful, unique keepsakes that you’ll treasure. Because each item is handmade and personalized specifically for you, our returns policy is tailored to reflect this bespoke nature.
Non-Returnable Items
Bespoke & Custom Orders: Due to the highly personalized nature of our memory keepsakes, all orders are exempt from the standard right to cancel or return. Because these items are handcrafted using your unique fabrics, they cannot be resold. Once the “first cut” has been made into your clothing, the order is considered final. This is in line with UK consumer law, where the right to cancel does not apply to goods made to your specifications or clearly personalized.
Before You Order
- Understand Uniqueness: Please remember that due to the varying nature of fabrics you supply, the final keepsake may not look exactly like the example photos on our website. Each piece is unique, and variations in appearance are natural and unavoidable.
- Questions Welcome: If you have any concerns about your order or our process, please contact us before placing your order. We’re here to help!
Cancellations & Change of Mind
- Before Work Begins: If you change your mind before we start work on your order (before we begin cutting your fabric), we offer a full refund, excluding any postage costs already incurred.
- After Work Begins: Once we have started crafting your bespoke keepsake, we cannot offer refunds or exchanges for a “change of mind.”
- The Beauty of Handmade: Every bear is a unique work of art. Slight variations in the final look are part of the charm of a handcrafted, repurposed keepsake, and are what make your treasure one-of-a-kind.
- Once Work Has Commenced: No refunds can be given once we have started creating your item.
Delivery Information
- Delivery Address: We will deliver your completed keepsake to the address you provide during checkout.
- Bears containing ashes, I DO NOT recommend sending these to a different country due to the ashes showing up on the X-rays. Unfortunately I’ve known items to be cut up and tested due to the X-ray showing a different ‘substance’ within the bear.
What to do if there is a problem with your order?
Our quality guarantee covers the 14 days following delivery. After this period, we cannot offer a refund or exchange.
- Contact Us Immediately: Please message us within 48 hours of delivery to explain the issue.
- Wait for Instructions: Do not return an item until we have discussed the next steps with you.
- Returning the Item: Faulty items must be returned within 7 days via a tracked service (postage is the sender’s responsibility).
- Our Resolution: We will always aim to repair your keepsake first. if a repair isn’t possible, a refund will be issued within 14 days.
- Exclusions: We cannot offer refunds or repairs for items that have been used or damaged after delivery.
Product Safety Information (Important Disclaimer)
- Keepsake, Not a Toy: Our memory bears and animals are ornamental items only and are NOT toys. They cannot be individually CE tested because the external materials are supplied by you. By ordering from us, you agree that your item is sold as an ornamental item only.
- Choking Hazard: Due to their design, our keepsakes may have small buttons, tags, ribbons, or other embellishments that can cause a choking hazard. They do not comply with toy safety guidelines.
- Moving Joints: Some bears/animals have moving joints attached with buttons and thread, requiring careful handling.
- Display Safely: Keepsakes must be displayed out of reach of children and should not be used for play. We are not liable for any damage or misshaping caused by them being played with.
Payment
- Payment is to be made on full and upfront for your order via the website including return postage and packaging.
