Furever Loved

Warranty

The warranty does not cover pieces that have engraving errors made by the customer, pieces that are discolored due to environmental factors, pieces that are discolored due to allergic reactions, pieces that have been abused or neglected by the customer, or worn rhodium plating due to use. We also offer a Restoration Plan for products outside of the warranty period, or for those items that do not qualify for a Warranty claim. Additionally, outside of the first year, repairs to damage or worn pieces will be quoted based on standard jewelry repair costs.

Due to the personal nature of our keepsakes, we do not accept returns for refunds. We are happy to render any adjustments to your piece for a fee to cover our labor costs, such as a change to an engraving, a stone swap, or plating.

Examples of defects covered by our warranty include, but is not limited to:

• Product defects
  • Broken bail
  • Crack in metal
  • Broken ring band
• Internal errors
  • Incorrect engraving
  • Incorrect font style
  • Incorrect orientation (as per order preview)

Examples of defects not covered by our warranty include, but is not limited to:

• Order entry errors
  • Incorrectly selected product
  • Engraving errors made by the customer
  • Providing the incorrect Secure PIN
• General use
  • Allergic reactions
  • Discoloration due to environmental factors
  • Neglect or abuse

If you believe you might be allergic to a specific metal, we recommend you consider our alternative metal offerings such as surgical stainless steel or allergen-sensitive sterling silver.

Repair / Replace

Upon receipt of your product, we will perform an assessment to determine if the item can be repaired. This assessment, at our discretion may be determined before the product is shipped back. If the item submitted cannot be repaired and it qualifies under warranty it will be replaced with no cost to the customer. If the item is outside of warranty or does not qualify under warranty you will be contacted to discuss next steps. If the product you originally ordered is not available, such as it has been discontinued, we, at our discretion, may select an alternative product of equal or greater worth for replacement. Items returned outside of warranty for repair will be required to be returned and sent at the customers expense, items that qualify for warranty will be provided a waybill for return. We recommend using a courier or traceable post for all returned products.

Please note keepsakes that have chains of alternate metals applied, or changed from the ones provided, along with any work done i.e. cleaning, polishing, adjusting etc by a third party jeweler will void any warranty. If you have concerns with your Keepsakes or would like adjustments made, please reach out to us first to coordinate with our in house goldsmith to avoid any damage to the keepsake itself or any of the fingerprint or additional personalization.

Serenity Collection items

With the nature of the glass used to craft these items, they are able to be included into our standard warranty as listed above. Please follow the above steps for any warranty claims for repair to a Serenity Collection Pendant, Pebble or Sphere.

Serenity Swirl Collection

Unfortunately, this collection is crafted from a different style of glass then the standard Serenity Collection and these items are considered fragile, and non-repairable.

Each of these items is hand crafted, and there can be some minor variability from catalog photos, or from piece to piece. However, we do stand behind our products so if you are not satisfied please reach out to us. Although we are unable to melt these items down to attempt repair, if you have access to additional remains and it is approved based on your Warranty claim we would be happy to re-craft the item for you.

Memorial Diamond Collection

In collaboration with Algoradanza Remembrance Diamonds this unique collection brings both the beauty and timelessness of precious metals and diamonds together. A unique representation of the personal memorialization of fingerprint jewelry, and the physical representation of your loved one in diamond form crafted from your loved ones cremated remains (or hair) makes this a truly one of a kind keepsake.

This unique collection does include the use of prongs to firmly secure your memorial diamond, into the bail of your chosen keepsake within this collection. With the nature of these keepsakes, we do suggest you thoroughly inspect the item upon its arrival. We take great care in the quality and craftsmanship of your item, and we provide a 1 Year Manufacturer Warranty for our items to be free from defects.

If upon initial receipt and inspection of your Memorial Diamond Collection item you feel like the precious metal components are not of quality or contain damage, we ask you to contact us immediately for repair.

Product defects for this collection can include, but are not limited to:

• Broken or damaged prong (advised within 48 hours of receipt)
• Any cracks in the metal itself (pendant portion)

Internal errors for this collection can include, but are not limited to:

• Incorrect engraving
• Incorrect font style
• Incorrect orientation (as per order preview)

Examples of defects not covered by our warranty include, but is not limited to:

• Order entry errors
  • Incorrectly selected product
  • Engraving errors made by the customer
  • Providing the incorrect Secure PIN
• General
  • Allergic reactions
  • The discoloration of the precious metals caused by chemicals, make-up, immersion in pools and hot tubs, or bathing
  • Wear to the metal or prongs over time
  • Prongs catching, wearing out, or bending over time due to everyday wear or normal damage, allowing a diamond/gemstone to fall out
  • The loss of a diamond/gemstone caused by damage from everyday wear or from other damage
  • Neglect or abuse

Warranty also excludes coverage for wear and tear, loss of diamonds/gemstones, product loss, or theft. Coverage also excludes damage or loss caused by a failure to have a third party complete preventative inspections of the material and prongs every 6 months, or to obtain the repairs required to preserve the integrity of the jewelry.

Nothing in the above warranty is intended to exclude or restrict the consumer's rights under applicable law.

Making a warranty claim

If your product qualifies under warranty, please contact us with your order number and the name of the product under warranty. We will work to make it right. You may be required to submit additional information such as pictures of the product. You must receive a Return Merchandise Authorization form (RMA) from us to include with your return. If any item is received without an RMA, it cannot be processed. Don't worry, we will assist you through the entire process.

Items may be shipped back by alternative carrier at a different service level than the original product at our discretion. Qualifying warrantied products are shipped back with no charge to you.

For any items that do not qualify for warranty, however, you would still like to submit for quote and repair please contact us and we will advise next steps.

Restoration plan

We understand that your keepsake is important to you, and your memory of your loved one. That is why we developed a plan to restore your pendant purchase after long-term wear to keep its luster and beauty for years. We also have care instructions that help you maintain the luster of your purchase.

To process your pendant for our restoration plan, please a href="../Contact/">contact us with your request, order number, and product requiring restoration. You must receive a Return Merchandise Authorization (RMA) from us to include with your return. If any item is received without a RMA, it cannot be processed. Don't worry, we will assist you through the entire process. You will be required to pay for, in advance, the cost of the restoration and the return shipping. We will let you know the charges before you ship the product.

Our restoration plan includes:

• All engraving restorations, if required
• Jewelry cleaning
• Rhodium plating for sterling silver and white gold products

If your product cannot be restored, we will return the item to you and refund the restoration fee to you.

There may be some products that do not qualify for our Restoration Plan due to the nature of the metal. Such items may include titanium, stainless steel, knives, lighters, golf ball marker & divot tool, bookmarks, guitar picks and our money clip. If you do have concerns about one of these items please do contact us, and we will assess your case to see how we can help.