Each KEEPMOMENTS piece is made by hand to order from the material you entrust to us, so it is created individually for one person and cannot be returned or resold once it exists. Because of this, the law treats personalised and made-to-order pieces differently from plain stock accessories. This policy explains, clearly and in full, which return and withdrawal rights apply to your purchase, how to exercise them, and how we handle any material you send to us.
This document is part of, and should be read together with, our Terms of Sale. It is written for purchases on keepmoments.eu by consumers resident in the European Union and the wider EEA.
1. Two product categories
For the purpose of returns and withdrawal, our products fall into two categories, and the rest of this policy treats them separately.
Category A - personalised and consigned-material pieces. These are pieces made to your specifications or clearly personalised for you, and pieces made from material you send to us. The consigned material includes cremation ashes (of a person or an animal), hair or fur, breast milk, flowers or fabric (for example a piece of a wedding dress), and umbilical cord. It also includes any piece that carries engraving, a portrait, or other individual personalisation. Practically every KEEPMOMENTS order falls into this category - for example, a pendant set with ashes, hair or breast milk, or an engraved keepsake.
Category B - plain accessories. These are stock items that contain no consigned material and carry no personalisation, sold on their own - for example, a plain spare chain bought separately from any keepsake piece.
2. Category A - personalised and consigned-material pieces: no right of withdrawal
Pieces made to your specifications or clearly personalised, and pieces made from material you send to us (ashes, hair or fur, breast milk, flowers or fabric, umbilical cord), are excluded from the statutory right of withdrawal under Article 16(c) of Directive 2011/83/EU on consumer rights (goods made to the consumer's specifications or clearly personalised), as transposed into the law of your country of residence. Because each piece is made individually for you from the material you entrust to us, it cannot be returned or resold.
You confirm, at the point of order and before your order becomes binding, that you lose the right of withdrawal for these pieces. We disclose this exclusion to you before you place the order, and your acknowledgement is recorded with the order. This pre-contractual acknowledgement is what makes the exclusion effective; without it, the right of withdrawal would continue to apply.
This exclusion concerns only the right of withdrawal. It does not affect your statutory rights if a piece is faulty or not as described - see section 6.
3. Category B - plain accessories: 14-day right of withdrawal
If you buy a plain accessory that contains no consigned material and carries no personalisation (for example, a plain spare chain on its own), you have the statutory right to withdraw from the contract within 14 days without giving any reason, under Directive 2011/83/EU as transposed into the law of your country of residence.
The withdrawal period is 14 days from the day on which you, or a third party other than the carrier and indicated by you, take physical possession of the goods.
4. How to exercise the 14-day right (Category B)
To exercise the right of withdrawal, you must inform us of your decision by an unambiguous statement. You can do this by sending an e-mail to [email protected], or a letter to:
KEEP MOMENTS LTD, Wapienna 4A/2, 71-790 Szczecin, Poland.
You may use the model withdrawal form set out at the end of this policy, but you are not obliged to. To meet the withdrawal deadline, it is sufficient that you send your communication concerning the exercise of the right of withdrawal before the 14-day period has expired.
5. Consequences of withdrawal (Category B): refund and return
If you withdraw from the contract for a plain accessory, we will reimburse all payments received from you for that accessory, without undue delay and in any event no later than 14 days from the day on which we are informed of your decision to withdraw.
We will make the reimbursement using the same means of payment that you used for the original transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent the goods back, whichever is the earliest.
You must send the goods back, or hand them over to us, without undue delay and in any event no later than 14 days from the day on which you communicate your withdrawal. The deadline is met if you send the goods back before the 14-day period has expired. You bear the direct cost of returning the goods. You are liable only for any diminished value of the goods resulting from handling them other than what is necessary to establish their nature, characteristics and functioning.
Prices shown are the final price payable; no VAT is added or shown, and any refund equals the price you paid.
6. Defects, conformity and complaints
The exclusion of the right of withdrawal for Category A pieces does not affect your statutory rights. Your legal guarantee of conformity - the consumer's right to a remedy for goods that are faulty or not as described, under the consumer-protection law of your country of residence implementing Directive (EU) 2019/771 - remains in full for every product, whether Category A or Category B.
If a piece reaches you faulty or not as described, please contact us at [email protected], or write to KEEP MOMENTS LTD, Wapienna 4A/2, 71-790 Szczecin, Poland, describing the issue. We will examine the matter and provide the remedy to which you are entitled under the applicable consumer law - repair, replacement, an appropriate price reduction, or a refund, as the case requires.
We handle every complaint with care. Each piece is made by hand, with a production time of 3 to 6 weeks, and is often made from material that is irreplaceable; we take this into account when resolving any issue and will keep you informed throughout.
7. Return and handling of the material you send to us
Any unused remainder of the material you send to us - for example ashes, hair, breast milk, flowers or fabric - is always returned to you. We do not discard it by default.
Your material is identified throughout by your order code, so it is never confused with another customer's. We store it securely, restrict access to authorised workshop staff, and use it only to make the piece you ordered. Any unused remainder is returned to you by insured DHL Express. It is securely destroyed only if you expressly ask us to. You may request the return or the destruction of your material at any time.
This applies independently of any right of withdrawal, and therefore applies to Category A pieces as well as Category B.
8. Dispute resolution
If you are not satisfied, please contact us first at [email protected] so that we can try to resolve the matter directly.
Beyond that, as a consumer resident in the European Union or the wider EEA, you have the right to use alternative dispute resolution (out-of-court settlement) under Directive 2013/11/EU on consumer ADR. You may refer an unresolved dispute to a certified consumer ADR body competent in your Member State of residence. A list of certified ADR bodies is maintained by the competent authority in each Member State.
9. Model withdrawal form (Category B)
Complete and return this form only if you wish to withdraw from the contract for a plain accessory (an item without consigned material and without personalisation). This form does not apply to personalised or consigned-material pieces, which are excluded from the right of withdrawal.
To: KEEP MOMENTS LTD, Wapienna 4A/2, 71-790 Szczecin, Poland; e-mail [email protected]
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
- Goods: ________
- Ordered on / received on: ____
- Name of consumer(s): ________
- Address of consumer(s): ______
- Signature of consumer(s) (only if this form is notified on paper): ________
- Date: _________
Seller information
KEEP MOMENTS LTD Private company limited by shares, incorporated in England and Wales. Companies House registration number 11909402. Registered office: 167-169 Great Portland Street, 5th Floor, London, W1W 5PF, United Kingdom. Returns, consigned-material handling and dispatch: Wapienna 4A/2, 71-790 Szczecin, Poland. E-mail: [email protected] | Phone: +48 731 850 700 Director: Michał Jerzy Lew
For consumers in the European Union and the wider EEA, KEEP MOMENTS LTD operates a stable establishment at Wapienna 4A/2, 71-790 Szczecin, Poland, where orders are fulfilled, consigned material is handled, and returns are received. This Szczecin address, together with [email protected], is the EU/EEA contact point for the matters covered by this policy.
Last updated: 15 June 2026