Every KEEPMOMENTS piece is made by hand to order, individually for you, from material you entrust to us. Because of this, your right to return or cancel depends on what you have ordered, and we want that to be entirely clear before you buy. This policy explains exactly which of our pieces can be returned, which cannot, and how your statutory rights apply. Your legal rights where an item is faulty or not as described are not affected by anything set out below.
The two categories of product
This policy treats our products as two distinct categories, because the law treats them differently.
Category A - personalised and consigned-material pieces. These are pieces made to your specifications or clearly personalised, and pieces made from material you send to us. This includes any piece incorporating cremation ashes (of a person or of an animal), hair or fur, breast milk, flowers or fabric (for example a piece of a wedding dress), or umbilical cord, as well as any piece carrying an engraving, a portrait, or other personalisation. Each of these is made individually for you and cannot be reproduced or resold.
Category B - plain accessories. These are plain stock items sold on their own, with no consigned material and no personalisation - for example, a plain spare chain bought by itself. These are not made to order and are not individualised.
The rest of this policy deals with the two categories separately.
Category A - personalised and consigned-material pieces: no right to cancel
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 to cancel under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. 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 understand and accept that the right to cancel does not apply to these pieces. We disclose this exclusion to you before you place the order so that your decision is fully informed.
This exclusion concerns only the right to cancel an unwanted order. It does not affect your rights if the piece is faulty or not as described. Those rights are explained below under "Faulty goods, conformity and complaints".
Category B - plain accessories: your 14-day right to cancel
If you have bought a plain accessory in Category B (a plain item with no consigned material and no personalisation), you have the statutory right to cancel the contract within 14 days without giving any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
How long you have
The cancellation period ends 14 days after the day on which you, or a third party other than the carrier and indicated by you, take physical possession of the goods.
How to cancel
To exercise the right to cancel, you must inform us of your decision by a clear statement. You can do this by e-mail to [email protected], or by post to KEEP MOMENTS LTD, Wapienna 4A/2, 71-790 Szczecin, Poland. You may use the model cancellation form set out at the end of this policy, but you are not obliged to do so.
To meet the cancellation deadline, it is enough for you to send your statement that you wish to cancel before the 14-day period has expired.
Refund and return of the goods
If you cancel, we will reimburse all payments received from you for the returned accessory, using the same means of payment you used for the original transaction, and you will not incur any fees as a result of the reimbursement. We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed of your decision to cancel.
We may withhold the reimbursement until we have received the goods back, or until you have supplied evidence of having sent the goods back, whichever is the earlier.
You must send the goods back, or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation. The deadline is met if you send the goods back before the 14-day period has expired. You will bear the direct cost of returning the goods.
You are responsible only for any diminished value of the goods resulting from handling them other than what is necessary to establish their nature, characteristics and functioning.
Return and handling of unused consigned material
This section applies in addition to everything above, and it applies even to Category A pieces, because it is independent of any right to cancel.
Any unused remainder of the material you send to us - ashes, hair or fur, breast milk, flowers or fabric, umbilical cord - is returned to you. Throughout the process the material is identified by your order code, so that it is never confused with that of another customer. We store it securely, access is restricted to the workshop staff working on your piece, and any unused remainder is returned to you by insured DHL Express together with your finished piece, or separately on request.
We securely destroy unused material only if you expressly ask us to. You may ask us at any time to return the material to you or to destroy it. Cremation ashes and other biological material are irreplaceable, and we treat them with the care that this deserves.
Faulty goods, conformity and complaints
Nothing in this policy affects your statutory rights. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. These rights apply to all our pieces, including personalised and consigned-material pieces, and they are not affected by the exclusion of the right to cancel for Category A.
If you believe a piece is faulty or not as described, please contact us by e-mail at [email protected], or write to us at KEEP MOMENTS LTD, Wapienna 4A/2, 71-790 Szczecin, Poland, describing the problem. We will examine the matter and provide the remedy to which you are entitled under the Consumer Rights Act 2015, which may be a repair, a replacement, a price reduction or a refund, as the law provides.
Because each piece is handmade over a production period of three to six weeks, and because consigned material is irreplaceable, we handle every complaint individually and with care. Where a remedy involves the material you sent us, we will agree the next steps with you before taking any action.
Resolving disputes
We would always prefer to resolve any concern with you directly, so please contact us first at [email protected] and give us the opportunity to put things right.
Alternative dispute resolution is a process by which an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. In line with the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, we confirm that, if we are unable to resolve a complaint with you through our own internal complaints procedure, we will inform you in writing whether we agree to refer the matter to a certified alternative dispute resolution provider. We are not obliged to use, and do not undertake to use, an alternative dispute resolution scheme, but you remain free to pursue any remedy available to you under the law of England and Wales.
Model cancellation form
Complete and return this form only if you wish to cancel the contract for a plain accessory (an item with no consigned material and no personalisation). This form does not apply to personalised or consigned-material pieces, which are excluded from the right to cancel.
To: KEEP MOMENTS LTD, Wapienna 4A/2, 71-790 Szczecin, Poland; e-mail [email protected]
I/We [] hereby give notice that I/We [] cancel my/our [] contract of sale of the following goods []:
- Goods ordered: _______
- 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: ___
[*] Delete as appropriate.
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
Prices shown on this website are the final price payable. We do not add or show VAT. Any import duties or taxes that may apply to cross-border deliveries are indicated at checkout or are borne in accordance with the applicable rules. Any refund equals the price you paid.
Last updated: 15 June 2026