Returns Policy

For all types of returns, you must follow the guidelines below

Contact our Customer Care Team by telephone at 01200 401070 or email help@belovedpets.co.uk with your Details, Order number, Date of Purchase, Goods purchased, and reason for return.

Cooling off period – for customers who have placed orders online goods may be returned during the cooling off period which is 14 days, starting on the day after receipt of the goods. All such goods must be returned in an ‘as new’ condition, complete with packaging. Goods that have been personalised,  bespoke, or that have had ashes transferred into them cannot be returned. You have 14 days to return the goods from the date you notified us. Goods that do not comply with these conditions may not be returned. Where goods are returned in accordance with these provisions, we will reimburse as soon as possible after inspection and we will credit back and confirm within 14 days of receipt of goods. If the value of the goods has been reduced (by marks, scratches, or any other slight form of damage), we reserve the right to reduce the level of refund in line with the reduction in value of the goods. Where possible, try to return the goods in the original packaging to help protect the product. It is your responsibility to pack the goods (either within the original packaging or new different packaging) in a way that will protect the goods during transport.

Faulty Items – Outside of the cooling off period you can return a product to us if it was damaged or faulty when you received it. We do not accept returns unless there was a defect in the goods at the time of receipt or we have agreed in correspondence that you may return them. If goods arrive to you in a damaged or defective condition you should refuse the delivery or inform us within 3 days of the delivery, we cannot accept claims for missing or damaged items after this time. We will replace faulty or damaged goods at no charge.

Please ensure you follow the procedure for the return of goods set out above. If you do not, we may be unable to identify you as the sender of the goods in order to complete the returns process and refund or replace your item.

Pet Cremation Services and Packages Purchases

  • Pet Cremation Package Purchases differ slighter to normal goods and we have listed them below
  • If you have purchased a cremation package, no collection has been confirmed and you wish to cancel, you are entitled to a full refund.
  • If you have purchased a cremation package, a collection has been confirmed and you wish to cancel, a charge of £50 will be applied to your refund
  • If a collection of your pet has been made you are no longer entitled to any form of refund.

Jewellery Purchases

A receipt valid within 30 days of purchase must be presented to receive a full refund. We cannot offer a refund or exchange without a valid receipt.

Please be aware that Bespoke made Keepsake Jewellery containing ashes or hair cannot be exchanged or refunded – unless the item is faulty or damaged.

We want you to be absolutely delighted with your Memorial Jewellery however as each product is custom made we cannot offer a return unless:

  • the product does not match the order, or
  • the product is faulty

If the product(s) delivered does not match your order please contact us via email help@belovedpets.co.uk outlining the problem and we will arrange the return of the said goods, or simply call us on 01200 401070. Please remember to indicate your original invoice number and the name your order was placed under.

If the goods have a problem relating to the quality of the product such as a manufacturing fault, then a photograph as well as a description of the problem should be emailed to help@belovedpets.co.uk for our customer services team to assess.

A refund will be offered only when an order is cancelled prior to any work being undertaken. If you need to cancel an order you should contact customer services on 01200 401070 as soon as possible. Due to the short turnaround times we try to work to, your order may have already gone into production. If an order has been placed by the customer and subsequently produced a refund will not be offered upon cancellation as the goods are obviously custom-made using the ashes supplied by the customer.