Refund policy

Every Held Dear pendant is made to order from the drawing or photo you send us. Because each piece is personalised and cannot be resold, our refund rights work in stages that follow your order. Please read the stage that matches where your order is.

Stage 1 — Before we send your digital proof

After you order, we email you a digital proof (a preview of your pendant) within 3 business days of receiving your image.

  • At any time before we send that proof, you may cancel for a full refund, no questions asked.
  • Just reply to your order confirmation email and ask to cancel.

Stage 2 — Proof sent, awaiting your approval

Once we send your proof, you get:

  • 2 free revisions — tell us what to change and we'll send an updated proof.
  • 14 days to approve the proof or request a revision.

If we don't hear from you:

  • After 14 days we send a reminder email.
  • If there is still no response 28 days after the proof was sent, we treat the order as unwanted and issue an automatic full refund, then cancel the order.

You can also ask to cancel for a full refund at any point during Stage 2, as long as you have not yet approved the proof.

Stage 3 — After you approve the proof

Once you approve the proof, we begin hand-crafting your pendant.

  • Because the piece is personalised and made specifically for you, approved orders cannot be cancelled or refunded once production has started.
  • This does not affect your rights where an item arrives faulty, damaged, or not as described (see Stage 4 below).

Stage 4 — Damaged, faulty, or a quality issue (30-day guarantee)

Every pendant is hand-checked before it ships, and we stand behind our craftsmanship with a 30-day quality guarantee.

If your pendant arrives damaged, faulty, or not as described, or if it tarnishes, breaks, or develops a manufacturing fault within 30 days of delivery, contact us with a photo where relevant and choose one of:

  • a re-craft — we remake your pendant from scratch (about 5 weeks: ~15 business days to remake + ~10 business days shipping; a new hand-made piece, not a spare), or
  • a full refund.

This guarantee covers genuine quality issues. It does not cover accidental damage, misuse, or normal wear and tear — small marks and a natural patina are normal for silver and stainless steel jewelry and are not faults.

If your parcel is lost in transit, please contact us within 14 days of the expected delivery date and we'll re-craft or refund.

How refunds are paid

Approved refunds are made to your original payment method, usually within 5–10 business days of approval.

Contact

Questions about a refund? Email us at helddear.life@proton.me with your order number and we'll help.