Terms & Conditions
These terms and conditions set out the basis on which we will fulfil the order you have placed through our sales partners. By placing your order through one of our sales partners, you are deemed to have understood and accepted these terms. The supplier of the goods featured is Anubis Memorials Ltd, ("Anubis Memorials", "we", or "us"). You may contact us through the sales partner with whom you placed your order or by email at email@example.com
2. Cancellation Policy
You can cancel your order at any time up until production has begun and receive a full refund. We regret that it will not be possible to offer any refund after we have begun production of a jewellery item. It is not possible to remove ashes or other memorial items from resin once it has been cast and these items will have been made specifically for you. It may be possible to offer a partial refund for memorial casts but this will entirely depend on how far into the production process we have proceeded and will need to be considered on an individual case by case basis. Any refunds will be made through the sales partner with whom you placed your order.
3. Returns, Replacements & Refunds
When you receive your item, in the unlikely event that you are not completely satisfied, we will do all that we can to rectify the issue. Please contact our sales partner with whom you placed your order or Anubis Memorials directly by email within 3 days of receipt of your order to advise us of your concerns.
All our memorial and keepsake items are individually handcrafted using memorial materials such as ashes or are casts of an individual. As such these items are strictly nonreturnable, unless faulty. We cannot offer exchanges or refunds unless the product does not match the order received by Anubis Memorials, or the product is faulty. If your item is faulty or damaged as a result of a manufacturing issue it will be replaced or refunded. It is not possible to remove ashes or other memorial materials from resin once it has been cast. Any refunds will be made through the sales partner with whom you placed your order.
We cannot under any circumstances, accept returns that have been damaged by the customer. This includes items that are broken, scratched and show signs of wear and damage caused by customer misuse.
Our memorial items and keepsakes come complete with a one-year limited warranty against manufacturing faults should they arise. The warranty begins on the date that items are delivered to our sales partner through whom you placed your order. The warranty does not cover loss of an item, damage caused by accidents, inappropriate use or wear and tear. Please see our Care Guides for more information on how to keep your items in the best condition. Repairs to items other than by Anubis Memorials will void the warranty whether or not damage has been caused by this repair or attempted repair.
Chains are not covered by our returns and replacements policy and are excluded from all guarantees and warranties listed throughout our website unless they are found to be faulty upon receipt. Chains that are inclusive of the price are offered as a free gift and are not subject to the Consumer Contracts Regulations 2013.
All items are subject to stock availability. We will inform you as soon as possible if any of the products in your order are not available and will back order them for you wherever possible.
Prices can change without notice due to ever changing precious metals costs, and Anubis Memorials reserves the right to review our prices regularly. However, once your order has been accepted by one of our sales partners, the price will not change. Prices shown in our pricing lists, catalogues and on our website are our Recommended Retail Price and are inclusive of VAT. Please confirm up to date prices with our sales partner when placing your order.
Anubis Memorials does not make any direct sales and orders should be placed through businesses such as a Funeral Directors or Jewellers who we are working in partnership with. They will take payment in full when you place your order and will handle the administration of your order for you. Anubis Memorials cannot accept direct payments and will not receive any details of customer payment methods.
9. Processing times and delivery of your order
We aim to process all orders within 4-6 weeks on receipt of confirmed order details from our sales partners. Our items are made individually to order and exact processing times may vary accordingly. In the unlikely event that we believe we may not be able to process your order within this time frame, we will contact the sales partner with whom you placed your order. Once completed, your order will be delivered directly to the sales partner who has handled your order.
10. Memorial materials
We work with dignity and respect and all memorial materials such as ashes, hair and fur are kept separate and stored safely. They are clearly labelled and we work on each memorial item or keepsakes separately and individually. We never discard any ashes or other memorial materials and any we do not use will be safely returned to you. We recommend that you store any surplus memorial materials safely in case they are needed for future orders such as in the case loss of irrecoverable damage.
11. Feedback and Complaints
We always welcome feedback from our customers as it enables us to improve our service. You can submit feedback through the sales partner who handled your order or by contacting us directly by email at firstname.lastname@example.org. In the unlikely event we should receive a complaint about any part of our service, we will respond in writing.
12. Our Right to Vary Terms and Conditions
Anubis Memorials reserves the right to revise and amend our terms and conditions regularly and without notice at any time.
17. Cancellations by us
We reserve the right to cancel any order with or without notice that does not comply with our terms and conditions. We may also need to cancel an order in other circumstances that fall beyond our reasonable control. This would include but is not limited to circumstances such as when an item is no longer available, long term illness or customer abuse.