Product Returns Policy
We would be sorry to see you go but if, for any reason, you did wish to cancel your order you are able to do so within the cooling off period of 14 days from your order being placed. However, this does not apply if we have already begun creating your personalised order. If you have already used the printing kit supplied a charge will be applied for the kit and delivery, however, if you have not yet used the printing kit, you can return this in full at your own cost for a full refund. Refunds will be issued in no more than 14 calendar days.
We put a lot of care and attention into everything we make and hope you will be delighted with your purchase, but should a problem occur, please contact us so we can help resolve it. Please check your purchase carefully when you receive it. In the unlikely event it is faulty or damaged upon delivery then please contact us within 7 days of receipt so we can rectify this.
Please note, all Token of Love products are personalised, bespoke or made-to-order to your specific requirements, and as such are non-refundable, unless faulty or supplied incorrectly. To limit the possibility of disappointment we recommend you check your order details very carefully, particularly any engraving request. We also advise you to ensure you are happy with your prints or artwork before returning. You should note that fingerprints from young children will be less defined than fingerprints from older children. We recommend taking fingerprints from children 12 months plus. For younger children we recommend you purchase one of our hand and footprint designs.
Incorrect goods: If you receive goods which do not match those ordered, e.g. an incorrect product or engraving, then please contact us within 7 calendar days of receipt to arrange return. Providing that we determine that an error on our part has occurred, then we will arrange for replacement goods at no additional cost to you.
Faulty goods: In the unlikely event that goods are received faulty or damaged, then please contact us within 7 calendar days of receipt to arrange return. If fault is found within 30 days of your piece being delivered, the customer has the right to reject and receive a full refund. Token of Love has the right to reject a refund if no fault is found.
If fault is found between 30 days – 6 Months assuming it has been delivered with fault. Token of Love will asses the product and if fault is not due to misuse of the product Token of Love has 1 attempt to repair or replace your piece. After this a refund or part refund will be issued at the request of the customer.
After 6 months the customer will need to prove fault at the time of delivery. If no agreement is made the customer may need to take Token of Love to court to prove otherwise.
We guarantee our work for one year, so in the unlikely event your jewellery requires repair, please contact us. This guarantee does not extend to damage caused by obvious misuse, to lost or stolen goods, or to general wear and tear such as worn leather or surface scratches. We are also able to help with repairs to jewellery purchased more than a year ago, but there will be a charge for the repair in this instance.
Should a refund be agreed, then once your return is received and inspected, we will send you an email to notify you that we have received your returned item and to notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. This may take several days to show up on your account, depending on your bank.