Terms of service
These Terms govern your use of helddear.life and your purchase of products from Held Dear, operated by Mondaylabs Ltd, registered in England and Wales (company no. [COMPANY NUMBER]). By placing an order you agree to these Terms.
1. About our products
Every pendant is custom-made to order from a drawing or photo you provide. Because each piece is unique and personalised, please read these Terms — especially section 7 (Cancellation) — carefully before ordering.
2. Eligibility
You must be at least 18 years old (or the age of majority where you live) to place an order. By submitting an image you confirm you have the right to use it and to allow us to reproduce it as a pendant.
3. Orders & acceptance
Your order is an offer to buy. A contract is formed when we send your order confirmation. We may decline or cancel an order (with a full refund) if we cannot fulfil it.
4. Prices & payment
Prices are shown in US dollars and include free US shipping. Payment is taken at checkout through our payment providers.
5. The proof process
After you order we email a digital proof within 3 business days. You get 2 free revisions and 14 days to approve. We begin hand-crafting only after you approve. Timelines are described in our Shipping Policy.
6. Your image & content licence
You keep ownership of the artwork you submit. You grant us a licence to use it solely to create your pendant and proofs. We will only use your drawings or finished-piece photos for marketing if you have given consent at checkout, and you can withdraw that consent at any time (see our Privacy Policy).
7. Cancellation & your right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard 14-day right to cancel does not apply to goods that are made to your specifications or clearly personalised (regulation 28(1)(b)). All Held Dear pendants are personalised in this way.
In practice this means:
- You may cancel for a full refund any time before you approve your proof.
- Once you approve the proof, your order is in production and cannot be cancelled or refunded, except where the goods are faulty, damaged, or not as described.
Full details, including the proof timeline and our automatic refund if you don't respond, are in our Refund Policy.
8. Faulty or damaged goods
Nothing in these Terms affects your statutory rights. If an item arrives faulty, damaged, or not as described, you are entitled to a remedy under the Consumer Rights Act 2015 — see our Refund Policy for how we handle re-crafts and refunds.
9. Limitation of liability
To the extent permitted by law, our liability for any order is limited to the amount you paid for it. We do not exclude or limit liability where it would be unlawful to do so (including for death or personal injury caused by negligence, or for fraud).
10. Acceptable use
Do not submit images that are unlawful, infringe someone else's rights, or that you do not have permission to use. We may decline any image at our discretion.
11. Changes to these Terms
We may update these Terms from time to time. The version in force is the one published on this page when you place your order.
12. Governing law
These Terms and any dispute arising from them are governed by the laws of England and Wales, and the courts of England and Wales have non-exclusive jurisdiction. If you are a consumer resident elsewhere, you keep the benefit of any mandatory consumer protections of your country of residence.
13. Contact
Mondaylabs Ltd · helddear.life · helddear.life@proton.me