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Terms of service

Terms of Service

Upon payment, the client acknowledges that they are entering into a service agreement with Ash & Stone. This agreement relates to the provision of customised, handcrafted memorial jewellery services, not a standard product purchase. By proceeding, clients confirm their understanding and acceptance of the following terms and conditions.

General Terms of Service

  1. Application of Terms
    These terms and conditions apply to all transactions with Ash & Stone unless explicitly varied in writing by the business owner. This includes, but is not limited to, orders, offers, enquiries, correspondence, and agreements.

  2. Exclusive Application
    Only Ash & Stone’s terms and conditions apply to all business dealings unless otherwise agreed in writing.

  3. Acceptance of Alternate Terms
    Alternative terms are only binding if explicitly accepted in writing by Ash & Stone.

  4. Order Modifications
    Once inclusions (such as ashes, hair, or other personal materials) have been received, orders cannot be altered.

  5. Ring Sizing
    Ash & Stone memorial rings cannot be resized. Clients are solely responsible for providing the correct ring size at the time of ordering.

  6. Non-Refundable Deposit
    All orders require a non-refundable deposit of 15% of the order value (excluding shipping). Cancellations within 24 hours of order placement are refunded minus this deposit.

  7. Store Credit
    Cancellations requested after 24 hours but before inclusions are received may be issued as store credit equal to the order value. Store credit is non-transferable and cannot be redeemed for cash.

  8. Non-Refundable Cancellations
    Once inclusions have been received, cancellations are not eligible for a refund or store credit. If inclusions are not received within 6 months of order placement, the order will be cancelled, and store credit will be issued for the order value. Store credit issued under these circumstances expires 12 months from the original order date.

  9. Client Risk
    Clients wear and use their jewellery at their own risk. Ash & Stone is not responsible for loss, theft, or damage (including scratches, dents, or wear) once the jewellery has been delivered. Such occurrences do not entitle the client to compensation.

Client Responsibilities

  1. Clients are responsible for sending their inclusions to Ash & Stone after placing an order.

  2. Shipping costs to our studio in New South Wales, Australia, are not included in the order price. Clients are responsible for all postage costs.

  3. Clients are advised not to send the last of any inclusions, as lost mail cannot be recovered.

  4. Clients are responsible for all customs duties, import taxes, and fees incurred during delivery.

  5. Our memorial rings cannot be resized. Any attempts to resize them after delivery void all warranties.

  6. Keepsake designs cannot be amended after inclusions are received. Clients are responsible for finalising design choices at the time of ordering.

  7. Clients must carefully select their design preferences. Ash & Stone is not liable for misunderstandings of chosen options.

  8. Inclusions must be sent in a timely manner. If inclusions are not received within 6 months, the order will be cancelled and store credit issued. If a chosen design is discontinued before inclusions are received, store credit equal to the order value will also be issued. Store credits expire 12 months from the original order date.

Production & Timeframes

  1. Ash & Stone guarantees that only the inclusions provided by the client will be used in creating the commissioned piece.

  2. Extensive precautions are taken to ensure the safe handling and storage of inclusions.

  3. In the rare event that inclusions are lost while in our care, Ash & Stone will notify the client with full transparency.

  4. Production timeframes provided are estimates only. Ash & Stone is not bound by specific deadlines and cannot be held liable for delays. Delays do not constitute grounds for cancellation or compensation.

  5. Production begins only after the order is paid in full and inclusions or required details (such as ring size) have been received.

  6. Production is deemed complete once the order is dispatched.

  7. For orders containing multiple items, Ash & Stone may hold completed pieces until the entire order is ready. Clients may request partial dispatches, but additional shipping fees may apply.

  8. As each item is handmade, slight variations in appearance, texture, or finish are to be expected.

  9. Ash & Stone cannot guarantee the exact appearance of inclusions once incorporated into metal. Subtle differences in texture, tone, or distribution of ashes and other materials are natural and do not qualify as faults.

Care & Limitations

  1. Ash & Stone works exclusively with sterling silver, bronze, copper, solid 9K/14K gold (yellow, rose, palladium white), and platinum. Each of these metals has natural properties that require care.

  2. Sterling silver, bronze, and copper may tarnish or develop a natural patina over time. This is a normal chemical reaction and not considered a defect. Tarnish or patina can often be maintained with appropriate jewellery care and polishing.

  3. Solid gold and platinum are more resistant to tarnish but may still show wear, scratches, or small dents with daily use. These are considered normal signs of wear.

  4. Clients are advised to avoid exposing jewellery to harsh chemicals, cleaning agents, chlorine, or abrasive substances, as these can damage or discolour metal.

  5. Jewellery should be removed when swimming, exercising, cleaning, or engaging in heavy manual activities to minimise risk of damage.

  6. Damage caused by neglect, misuse, or failure to follow care instructions is not covered under warranty.

Repairs & Workmanship Warranty

  1. Ash & Stone provides a 24-month warranty against defects in materials and workmanship from the date of delivery.

  2. This warranty does not cover normal wear and tear, tarnishing, patina, scratches, or damage caused by misuse, accidents, or failure to follow care instructions.

  3. Any faults must be reported within 5 business days of receiving the jewellery. Faults will be reviewed by Ash & Stone before any repair or replacement decision is made. If deemed faulty, the piece will be repaired or replaced at Ash & Stone’s discretion.

  4. To report a fault, clients must email hello@ashandstone.com.au within 5 business days of receipt, providing:

    • Photos of the issue

    • A description of the fault

    • Proof of purchase

  5. Faults reported after 5 business days may be considered normal wear and tear, or the result of improper care, and may not be covered.

Pricing & Offers

  1. Ash & Stone does not run sales, discounts, or promotions.

  2. All listed prices include GST but exclude insurance, freight, and delivery charges, which are calculated separately at checkout.

  3. Prices are subject to change without notice, except where payment has already been received.

  4. Pricing is determined by factors including the cost of metals and gemstones, labour, material expenses, currency fluctuations, transport charges, and other business costs.

  5. Once payment is received, the agreed price remains fixed for that order.

Agreements

  1. An agreement is formed once an order and payment have been received by Ash & Stone.

  2. An agreement is considered complete when the order has been dispatched.

  3. Statements or representations made by Ash & Stone staff are not legally binding unless confirmed in writing by the business owner.

Changes to Terms of Service

Ash & Stone reserves the right to amend these terms at any time by publishing updates on our website. It is the client’s responsibility to review these terms periodically. Continued use of our services after changes are published constitutes acceptance of the revised terms.