Return policy for personalised products
Loved & Cherished does not accept returns for personalised items unless they are faulty. This is because these items are bespoke and made to order. When you order through a website, you have a statutory right to cancel your order and receive a full refund for the price paid for the product, under the Consumer Protection (Distance Selling) Regulations 2000, however this right does not apply to any personalised products, or any products that have been tailored to your specific requirements.
Before you place your order
- Be aware that the final product may not look exactly like the pictures on the product pages, due to the different natures of the fabrics.
- If you are not happy with your order for any reason please get in touch straight away to discuss it.
- If you change your mind at any point before I commence work on your order and after you have posted your package to me, let me know as soon as you can. I can offer you a full refund (Excluding Postage costs). However, once I have commenced work on your item no refund can be given.
After Loved & Cherished commences work on your order
- No Refunds After Work Begins: Once we have commenced work on your item no refund can be given. (e.g., cutting the fabric),
- Some of the keepsake bears and animals can vary quite a lot in appearance depending on the material used (how stretchy it is for example) and we cannot guarantee that your keepsake will look identical to the photographs on our website.
Deliveries – We will arrange for the products you purchase to be delivered to the delivery address you specify during the checkout process.
If we accept an order from over-sea’s, you may be liable to pay import duties or other taxes. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).
What do I do if my order arrives damaged? – If any item you receive from us arrives damaged, please contact us as soon as possible. We will then advise you on the best course of action. We cannot take back bespoke keepsake bears, animals or cushions unless the item is actually faulty. Please do not return a damaged order to us without contacting us first. I cannot refund or exchange used or customer damaged items.
It is your responsibility to ensure we receive the item back within 7 days of reporting a fault. After receiving the item[s] back and us confirming the faulty state, All return postage is the responsibility of the purchaser and we recommend that you obtain a proof of postage receipt from the Post Office. we will proceed to resolve the problem by repairing the item. If this option is not possible, a refund will be issued within 14 days. We want you to be happy with your finished keepsake and since each item is handmade to order, we work with you directly to resolve any issues.
Return of an order – If for any reason, you need to return your order back to us, we do kindly ask that it is sent back to us in the same condition it was received and in the same box/packaging it was sent to you. Loved & Cherished Memory Bears will not accept any responsibility for the loss of clothing or returned items.
Reporting a Missing Item – We recommend that clothing is sent via tracked courier, we do not accept responsibility for any items which are lost in transit.
PRODUCT & SAFETY INFORMATION (DISCLAIMER)
Can I give a memory bear / animal to a child as a toy? *No, sorry* due to the external material been supplied by yourselves they can not be individually CE checked. By ordering from me you have agreed to have read this info and agreed that your item has been sold to you as a ornamental item only. Due to the design of them they have small buttons, tags, ribbons etc that can cause a choking hazard so they are not approved or comply with guidelines that make these items safe to be used as a toy. Some bears/animals have moving joints and these are attached with a button and thread, therefore, it needs to be treated very carefully. They must be displayed out of reach of children and not be used for play. I am not liable for any damage or misshaping caused by being played with.
