Returns & Refunds Policy

At Ash & Stone, every piece is made to order and carefully crafted to reflect each client’s chosen inclusions and design. Because of this highly customised process, we have set out the following policies to provide transparency and avoid confusion around returns and refunds.

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Returns

As each item is individually handcrafted and personalised, Ash & Stone cannot accept returns under any circumstances. Every piece is created according to the client’s design selections, which means it cannot be resold or reused. We recommend clients review their choices carefully before placing an order, as changes cannot be made once production has begun.

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Refunds & Cancellations

• Non-Refundable Deposit
  All orders require a 15% non-refundable deposit at the time of purchase. This deposit secures your position in our production schedule and covers the initial processing costs of your order.

• Cancellations Within 24 Hours
  If you request to cancel your order within 24 hours of placing it, you are entitled to a refund of the balance paid, excluding the 15% deposit. This ensures that costs already incurred by Ash & Stone are covered.

• Cancellations After 24 Hours
  Requests made after 24 hours are not eligible for a cash refund. Instead, the full order value will be issued as store credit, which may be applied to future purchases. Store credit is non-transferable and cannot be redeemed for cash.

• After Receipt of Inclusions
  Once we have received your inclusions, your order becomes final. No cancellations, refunds, or credits are available at this stage due to the sentimental and irreplaceable nature of the materials.

• Discontinued Designs
  If a design is discontinued after your order has been placed, and we have not received your inclusions within 3 months, you will receive store credit for the full value of your order.

• Unreceived Inclusions (6-Month Limit)
  Orders without inclusions received within 6 months will be cancelled automatically. In these cases, store credit equal to the original order value will be issued. This credit will remain valid for 24 months from the original order date.

• Cremation Jewellery
  When ordering cremation jewellery, clients are responsible for ensuring all family members are in agreement before placing an order. Due to the deeply personal nature of these items, refunds for change of mind will not be accepted once 48 hours have passed.

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Gift Certificates

• Final Sale
  Gift certificates cannot be returned, refunded, or exchanged once purchased.

• Non-Refundable
  Funds placed on a gift certificate cannot be transferred, withdrawn, or redeemed for cash. Gift certificates may only be used to purchase goods and services directly from Ash & Stone.

• Lost or Stolen Certificates
  Gift certificates should be treated like cash. Ash & Stone does not accept responsibility for lost or stolen certificates. If a certificate is reported lost, stolen, or delivered incorrectly, a replacement may be considered at our discretion, subject to verification.

• Expiry Dates
  Some gift certificates may include an expiry date, which will be disclosed at the time of purchase. Expired certificates cannot be extended, reissued, or refunded.

• Usage Restrictions
  Gift certificates cannot be used to purchase additional gift certificates or exchanged for cash. They are redeemable only at our online store or other designated points of sale.

• Compliance
  By purchasing or redeeming a gift certificate, you agree to these terms. Ash & Stone reserves the right to update or amend these terms at any time.