Kindred Keepsakes creates custom memorial jewellery using ashes, fur, hair, and other personal inclusions supplied by each customer. Because each piece is individually handmade and personalised, I do not accept returns or refunds for change of mind once an order has been started or created.
I want every customer to feel confident and cared for throughout the process. If there is an issue with your order, please contact me as soon as possible so I can work with you to find a fair solution.
In line with Australian Consumer Law, you are entitled to a remedy if your item is faulty, not as described, or does not meet applicable consumer guarantees. Depending on the issue, this may include a repair, replacement, remake, or refund.
Please note that handcrafted keepsakes may have natural variations. Slight differences in colour, swirl pattern, placement of inclusions, shimmer, bubbles, opacity, or finish are part of the handmade nature of each piece and do not usually indicate a fault.
Returns & Refunds Policy
Design Process, AI Mockups & Approval
During the design process, I may provide AI-assisted mockups to help you visualise the general colour palette, style, inclusions, and overall feeling of your keepsake before it is made.
These mockups are used as a visual guide only. They are not an exact preview or guarantee of the finished piece.
Each keepsake is made by hand using resin and personal inclusions such as ashes, fur, hair, shimmer, colour, opal flakes, or other materials. Because of this, natural variation is expected. The final piece may vary slightly from the mockup in colour, swirl pattern, depth, opacity, placement of inclusions, shimmer, bubbles, finish, and overall appearance.
Screen brightness and device settings may also affect how colours appear.
Before creation begins, you may be asked to approve the general design direction. I will always endeavour to honour the approved design as closely as possible, while allowing for the natural movement and individuality of handmade resin work.
Once a design has been approved and the keepsake creation process has begun, changes may no longer be possible.
Changes, Cancellations & Change of Mind
You are welcome to request changes during the design process before your final design has been approved and before your keepsake has been started.
Minor design adjustments, such as changes to colour direction or general style preferences, are usually included where possible.
If you request a major change after custom planning, mockups, jewellery settings, or materials have already been arranged, additional costs may apply. This may include the cost of new settings, extra materials, or additional custom design work.
If you change your mind before the keepsake has been started, Kindred Keepsakes will assess what stage the order is at and may offer a full or partial refund, depending on whether any design work, custom ordering, materials, or preparation has already taken place.
Once jewellery settings or custom materials have been ordered, any non-refundable supplier or material costs may be deducted from the refund.
Once your design has been approved and your keepsake has begun, change-of-mind cancellations may no longer be available.
After ashes, fur, hair, or other personal inclusions have been embedded into the piece, the keepsake cannot be returned, resold, or remade without creating an entirely new piece. For this reason, change-of-mind returns or refunds are not available after this stage.
This does not affect your rights under Australian Consumer Law. If there is a genuine fault or issue with your keepsake, please contact me so I can work with you on an appropriate solution.