Every KEEPMOMENTS piece is made by hand to order, individually for you, from material you entrust to us. Because of this, whether a piece can be returned 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 we handle returns and faults. Your rights where an item arrives faulty or not as described are not affected by anything set out below.
No statutory cooling-off period
Online purchases in the United States are not subject to a statutory cooling-off or cancellation period. There is no general legal right to return an item simply because you have changed your mind. The returns set out in this policy are offered by us under our own stated terms, and they are explained in full below so that you know exactly where you stand before you order.
The two categories of product
This policy treats our products as two distinct categories, because they are handled differently.
Category A - personalized and consigned-material pieces. These are pieces made to your specifications or clearly personalized, 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 personalization. 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 personalization - for example, a plain spare chain bought by itself. These are not made to order and are not individualized.
The rest of this policy deals with the two categories separately.
Category A - personalized and consigned-material pieces: non-returnable
Pieces made to your specifications or clearly personalized, and pieces made from material you send to us (ashes, hair or fur, breast milk, flowers or fabric, umbilical cord), are made individually for you and cannot be returned, exchanged, or resold. There is, in any event, no statutory cooling-off period for online purchases in the United States.
We disclose that these pieces are non-returnable at the point of order, before your order becomes binding, so that your decision is fully informed. When you place an order for a Category A piece, you confirm that you understand and accept that it cannot be returned once we have begun making it.
This exclusion concerns only the return of 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 pieces and complaints".
Category B - plain accessories: our 14-day returns policy
If you have bought a plain accessory in Category B (a plain item with no consigned material and no personalization), we offer a voluntary return within 14 days of the day you receive the item, subject to the conditions in this section.
To be eligible for a return, the item must be unused, unworn, and in its original condition, with any original packaging. To arrange a return, please contact us first by e-mail at [email protected], stating your order details, so that we can confirm the return and give you instructions for sending the item back.
You bear the cost of returning the item to us. The return address is:
KEEP MOMENTS LTD, Wapienna 4A/2, 71-790 Szczecin, Poland.
Once we have received the returned accessory and confirmed that it meets the conditions above, we will refund the price you paid for that accessory, in U.S. dollars, to the original payment method, without undue delay. We do not refund any original shipping charge for the order, and we do not cover the cost of return shipping.
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 return policy.
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 pieces and complaints
Nothing in this policy limits any remedy available to you under applicable law where a piece is defective. If a piece arrives faulty, damaged, or materially not as described, you are entitled to a remedy regardless of the categories above. This applies to all our pieces, including personalized and consigned-material pieces, and it is not affected by the fact that Category A pieces are otherwise non-returnable.
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 an appropriate remedy, which may be a repair, a replacement, or a refund, as the circumstances and the applicable law require.
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. In our experience the great majority of questions are settled quickly this way.
This policy and any sale made under it are governed by the laws of England and Wales, as the law of the seller, without depriving you of the protection of any mandatory consumer-protection rules of the state in which you reside that would otherwise apply. If a concern cannot be resolved informally, you remain free to pursue any remedy available to you under the applicable law.
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, in U.S. dollars. 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