At Ash & Stone, we believe your keepsake should last generations. While each piece is handmade with care, natural materials and metals have inherent properties and limitations. Below is our warranty and guarantee policy, created to give you confidence and transparency.

• We offer a two‑year warranty from the date of delivery, covering manufacturing defects in workmanship or materials (not caused by wear, misuse, or accidents).
  
• “Manufacturing defects” may include metal porosity, structural issues from casting, or separation in settings (unless caused by external damage).
  
• If a defect is found within the warranty period, we will repair or replace the piece at no additional cost to you (shipping costs may apply - see “Shipping & Repairs”).
  
• Repair work done by our workshop carries a six‑month warranty from the date of repair, on that specific repair.

• Normal wear and tear: scrapes, minor scratches, thinning, natural aging or patina, minor bending, or surface dulling of metal.
  
• Accidental damage, misuse or abuse - such as bending or forcing parts, dropping, pulling, mishandling, or improper storage.
  
• Chemical or environmental damage - exposure to harsh chemicals (solvents, bleach, strong acids, chlorine, perfume, etc.), extreme heat, or corrosive substances.
  
• Any alterations or repairs by third parties void warranty coverage.
  
• Loss, theft, or disappearance of the keepsake or its parts.

• Because each keepsake is custom-made using your personal inclusions (ashes, hair, fingerprint impressions, pet prints, etc.), we cannot offer refunds once the creation process has begun.
  
• If your piece has a major manufacturing fault, we will provide a replacement or repair under this warranty or in compliance with applicable consumer law.
  
• If you detect a defect outside the warranty period, we may offer repair services at your expense, based on a case-by-case quote.

• If your keepsake qualifies under warranty, we’ll cover reasonable postal costs for return shipping (within certain limits depending on location).
  
• Repair or replacement timelines vary depending on the severity of the issue, but we aim to complete them as promptly as possible.
  
• Items being submitted for assessment should include your proof of purchase and a description of the issue.
  
• We are not liable for damage or loss in transit (insured shipping is strongly encouraged).
  
• We cannot accept cash-on-delivery (C.O.D.).

• We work exclusively with solid, precious metals: Sterling silver, oxidised silver, brass, bronze, copper, 9 K / 14 K yellow, rose or palladium white gold, and platinum.
  
• There are no gold‑filled or plated layers in our pieces. Every component is solid.
  
• These metals are durable, but they still respond to the environment, wear, and care. Following our care guidelines (avoid corrosives, clean gently, store safely) helps preserve your keepsake’s beauty.

• This warranty is in addition to your legal rights under Australian Consumer Law. Your statutory rights are not limited or modified by this policy.
  
• If an item is faulty or not as described, you are entitled to remedies, including repair, replacement, or refund, depending on whether the fault is major or minor.

Before starting a claim, please take a moment to read our Warranty Coverage Guide (PDF).

It explains what is and isn’t covered under warranty so you can check whether your issue fits within the covered category.


Get in Touch

Send us an email with:

• Your order number
• Clear photos of the issue
• Clear photos of the whole piece from angles; back, front and sides
• A short explanation of what happened

This process aims to give us enough information to assist you as quickly as possible.

Pay the Shipping Deposit

If your issue appears to be covered, we’ll ask for a shipping deposit - $40.00 AUD for Australian orders and $30.00 AUD for international orders.

This deposit covers:

Australian orders
Shipping costs to receive and return your keepsake to you
Once paid, we’ll email you a return shipping label (for Australian clients only)

International orders
Shipping costs to return your keepsake to you
Once paid, we’ll email you return instructions for mailing your keepsake back to us.


Send Your Keepsake Back

Post your keepsake - and inclusions if needed - to our workshop using the return label or mailing instructions we provide.

Once it arrives, we’ll complete your assessment and prepare a detailed report within two weeks.


What Happens Next

If your issue is covered under warranty:

• Your shipping deposit is refunded
• Cost to return your keepsake to us is reimbursed up to $30.00 AUD (international orders only)
• Your repair is completed at no cost
• Repairs are finished within 3 weeks

If your issue is not covered under warranty:

• The shipping deposit isn’t refunded
• Any other shipping fees are not reimbursed (international orders only)
• We’ll send you a quote for the repair
• You can choose whether to go ahead
• If you decide not to proceed, we’ll return your keepsake to you