Terms & Conditions

1. About Solace

Solace creates handcrafted, bespoke jewellery that may incorporate memorial elements such as ashes, fur, hair, or other keepsakes. Each piece is made individually and with great care.

All references to “we”, “us”, or “our” refer to Solace. References to “you” or “your” refer to the customer.

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2. Eligibility to Purchase

By placing an order, you confirm that:

• You are at least 18 years of age, or have permission from a legal guardian

• You have the legal authority to provide any memorial elements submitted

• All information provided is accurate and complete

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3. Orders & Acceptance

All orders are subject to acceptance by Solace.

An order is not confirmed until:

• Payment has been received in full, and

• We have acknowledged your order via email

We reserve the right to refuse or cancel an order at our discretion, including where memorial materials are unsuitable, unsafe, or incomplete.

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4. Custom & Memorial Items

All Solace jewellery is custom made to order and considered unique and irreplaceable.

By placing an order, you acknowledge that:

• Each piece will vary slightly in appearance

• Exact replication of colour, pattern, or finish is not possible

• Memorial materials naturally affect the final result

These variations are part of the bespoke process and do not constitute defects.

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5. Memorial Materials Handling

We treat all memorial materials with respect and care. However, you acknowledge that:

• Memorial materials are sent to us at your own risk

• We are not responsible for loss or damage during transit to us

• Once incorporated into a piece, materials cannot be removed or reused

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

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6. Pricing & Payment

All prices are listed in New Zealand Dollars (NZD) unless stated otherwise.

Payment must be made in full at the time of ordering. We reserve the right to adjust prices at any time without notice, though confirmed orders will not be affected.

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7. Production Timeframes

Production timeframes are estimates only and may vary due to:

• The complexity of your piece

• Availability of materials

• High order volumes

Delays do not entitle you to cancellation or refund once production has commenced.

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8. Shipping & Delivery

Shipping timeframes are estimates and not guaranteed.

Solace is not responsible for:

• Courier or postal delays

• Incorrect addresses provided by the customer

• Loss or damage once an item is marked as delivered

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

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9. Returns, Refunds & Repairs

Our Refund & Returns Policy forms part of these Terms & Conditions.

Please refer to the Solace – Refund & Returns Policy for full details.

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10. Care & Responsibility

You are responsible for following care instructions provided with your jewellery.

Solace is not responsible for damage caused by:

• Improper care or storage

• Exposure to chemicals, water, or impact

• Normal wear and tear

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11. Intellectual Property

All content on this website, including images, designs, text, and branding, is the property of Solace and may not be copied, reproduced, or used without written permission.

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12. Limitation of Liability

To the maximum extent permitted by law, Solace shall not be liable for any indirect, incidental, or consequential loss arising from:

• The use of our website

• The purchase or use of our products

• Emotional distress associated with memorial items

Nothing in these Terms limits rights provided under the New Zealand Consumer Guarantees Act 1993.

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13. Privacy

Your personal information is handled in accordance with our Privacy Policy.

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14. Governing Law

These Terms & Conditions are governed by the laws of New Zealand, and any disputes shall be subject to the exclusive jurisdiction of New Zealand courts.

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15. Changes to These Terms

We reserve the right to update these Terms & Conditions at any time. The version published on our website at the time of purchase will apply.

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16. Contact Us

If you have any questions about these Terms & Conditions, please contact:

Email: support@solace.co.nz

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Last updated: 16 December 2025

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