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Refund & Returns Policy

At Solace, every piece is created with deep care and respect. Our jewellery is handcrafted to honour loved ones and may include memorial elements such as ashes, fur, hair, or other keepsakes. Because of the highly personal and bespoke nature of our work, our refund policy differs from standard retail products.

Please read this policy carefully before placing your order.

1. Made‑to‑Order & Memorial Pieces

All Solace pieces are custom made to order and are considered unique, irreplaceable items.

Once production has begun, refunds, returns, or exchanges are not available due to:

  • The personalised design process

  • The use of memorial materials provided by you

  • Health, safety, and ethical handling requirements

  • The impossibility of resale or reuse of memorial components

By placing an order with Solace, you acknowledge and accept that your item is a final sale once work has commenced.

2. Cooling‑Off Period (Before Production Begins)

If you request cancellation before production has started, we may offer a refund minus any non‑recoverable costs, which may include:

  • Design and consultation time

  • Materials already sourced or prepared

  • Payment processing fees

Once memorial elements have been received or the creation process has begun, the order can no longer be cancelled.

3. Memorial Materials Supplied by You

You confirm that:

  • You have the authority to provide the memorial elements

  • The materials supplied are accurate and intentional

  • You understand that small variations in colour, texture, and appearance are natural and expected

Solace is not responsible for dissatisfaction arising from the natural characteristics of memorial materials once incorporated into a finished piece.

Unused memorial materials (where applicable) will be respectfully returned or handled according to your selection at checkout.

4. Faulty or Damaged Items

If your item arrives damaged or with a manufacturing fault, please contact us within 48 hours of delivery at support@solace.co.nz, including:

  • Your order number

  • Clear photographs of the issue

If the issue is confirmed to be a fault in workmanship, Solace will, at its discretion:

  • Repair the item, or

  • Replace the item where possible

Refunds will only be considered if repair or replacement is not feasible.

Normal wear and tear, accidental damage, improper care, or damage caused after delivery are not considered manufacturing faults.

4. Faulty or Damaged Items

If your item arrives damaged or with a manufacturing fault, please contact us within 48 hours of delivery at support@solace.co.nz, including:

  • Your order number

  • Clear photographs of the issue

If the issue is confirmed to be a fault in workmanship, Solace will, at its discretion:

  • Repair the item, or

  • Replace the item where possible

Refunds will only be considered if repair or replacement is not feasible.

Normal wear and tear, accidental damage, improper care, or damage caused after delivery are not considered manufacturing faults.

5. Design Approval & Variations

Each Solace piece is handcrafted. Minor variations in:

  • Colour

  • Stone patterning

  • Resin clarity

  • Placement of memorial elements

are part of the bespoke process and do not constitute a fault.

By approving your design or proceeding with your order, you accept these natural variations.

6. Lost or Delayed Shipments

Solace is not responsible for delays caused by postal or courier services. If an item is lost in transit, we will assist in lodging an investigation with the courier.

Due to the irreplaceable nature of memorial materials, replacement may not always be possible.

7. Contact Us

If you have questions about this policy or need support, please contact:

Email: support@solace.co.nz 

We are committed to treating every order with care, respect, and compassion.

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