Return policy for personalised products
At Loved & Cherished Memory Bears, we’re dedicated to creating beautiful, unique keepsakes that you’ll treasure. Because each item is handmade and personalised specifically for you, our returns policy is tailored to reflect this bespoke nature.
Non-Returnable Items
Due to the custom nature of our products, we do not accept returns or offer refunds for personalised items unless they are faulty. This is in line with UK consumer law, where the right to cancel an order does not apply to goods made to your specifications or clearly personalised.
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!
Cancelling Your Order
- Before Work Begins: If you change your mind before we start work on your order (e.g., before we begin cutting your fabric), we can offer you a full refund, excluding any postage costs already incurred. Please notify us as soon as possible via email at info@lovedandcherished.uk.
- 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.
- International Orders (if applicable): For overseas orders, you are responsible for any import duties, taxes, or other fees imposed during or after shipping. These charges are outside of our control.
What If Your Order Arrives Damaged or Faulty?
We take great care in crafting and packaging your keepsake. However, if your order arrives damaged or if you believe it is genuinely faulty:
- Contact Us Immediately: Please contact us as soon as possible at info@lovedandcherished.uk to explain the issue.
- Do Not Return Without Instruction: Please do not send the damaged or faulty item back to us without first contacting us. We will guide you on the next steps.
- Return within 7 Days: It’s your responsibility to ensure we receive the faulty item back within 7 days of you reporting the fault.
- Return Postage: You are responsible for the cost of return postage. We strongly recommend obtaining a proof of postage receipt from the Post Office, as we cannot take responsibility for items lost in transit back to us.
- Resolution: Once we receive and confirm the faulty state of the item, we will first aim to repair it. If a repair isn’t possible, we will issue a refund within 14 days. We are committed to working directly with you to resolve any issues and ensure you’re happy with your keepsake.
- Used or Customer-Damaged Items: We cannot refund or exchange items that have been used or damaged by the customer.
Sending Your Clothing to Us
- Tracked Delivery Recommended: We strongly recommend sending your clothing to us via a tracked courier service. We do not accept responsibility for any items that are lost in transit to us.
- Packaging: If you need to send an item back to us (e.g., for a fault), please return it in the same condition and, if possible, in the original box/packaging it was sent to you. We cannot accept responsibility for the loss of clothing or items returned without proof of 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.
