Refund policy
Refund & Return Policy
At The Memory Collective, every piece we create is a handcrafted tribute to your story — made with your unique inclusions, and handled with the utmost care and respect. Because of the custom and sentimental nature of our work, please read our policy below before placing your order.
Order Cancellations
- 🤎 Within 24 hours: You may request a refund minus a 20% non-refundable booking and handling fee.
- 🤎 After 24 hours: Orders cancelled after this period will be eligible for store credit only.
- 🤎 After inclusions have been received: Orders cannot be cancelled or refunded once inclusions have been received and production has begun.
Returns & Refunds
Due to the personalised and made-to-order nature of our jewellery, we do not accept returns or offer refunds for change of mind. Each piece is one-of-a-kind and made specifically for you, using your own precious materials.
We encourage you to carefully read product descriptions and FAQs before placing an order. If you’re unsure about anything, please reach out to us — we’re here to help.
Our Warranty Promise
We offer a 6 month warranty from the date your order is delivered. This warranty covers any defects in craftsmanship or materials that arise through no fault of your own.
What’s Covered:
- 🤎 Separation or failure of components due to faulty craftsmanship
- 🤎 Manufacturing defects (e.g. porosity, cracks, or poor joins)
- 🤎 Discolouration or flaws in the preservation resin due to a production fault
- 🤎 Issues with settings or bezels caused by improper fixing
What’s Not Covered:
- 🤎 Natural ageing of inclusions such as breastmilk, placenta, ashes, hair or fabric
- 🤎 Wear and tear from regular use
- 🤎 Scratches, dents, knocks, or accidental damage
- 🤎 Tarnishing of silver or gold due to exposure or oxidation
- 🤎 Damage from improper care or exposure to harsh chemicals
- 🤎 Changes to stone appearance caused by UV or chlorine/salt water
Our warranty does not cover claims arising from a misinterpretation or misunderstanding of the design menu selections. All customisation options are clearly defined, and clients are responsible for selecting options accurately, as these choices will determine the final keepsake design.
If your piece is damaged outside of warranty, we do offer paid repair services — please reach out and we’ll do our best to restore your keepsake.
Your Rights Under Australian Consumer Law
This warranty is provided in addition to the rights and guarantees you are entitled to under the Australian Consumer Law.
Under the law, you're guaranteed that any product you purchase is:
- 🤎 Of acceptable quality
- 🤎 Matches its description
- 🤎 Fit for purpose
If a product fails to meet these guarantees and the issue is considered a major failure, you are entitled to a replacement, repair, or refund. For minor issues, we will repair the product within a reasonable time.
Learn more at www.accc.gov.au.
How to Make a Warranty Claim
- 🤎 Email us at hello@thememorycollective.com.au within the 6-month period
- 🤎 Include your full name, order number, a description of the issue, and clear photos
- 🤎 We’ll assess your claim and advise you of an outcome within 14 business days
If your claim is approved, we’ll cover the cost of repair or replacement. Standard order timeframes apply (generally 6–12 weeks) and may vary depending on stock availability.
Return Address:
PO Box 248
New Lambton, NSW
2305
If a fault is confirmed under warranty, we will reimburse reasonable return shipping costs — up to $15 AUD for Australian orders and $30 AUD for international returns. Items must be securely packaged and sent with tracking. Customers are responsible for shipping if the issue is not covered under warranty. Alternatively if a product arrives faulty or deviating from the advertised description, we will supply a prepaid return shipping label to assist with the return process.
Gift Certificates
- 🤎 Valid for 3 years from the date of purchase
- 🤎 Cannot be refunded, exchanged for cash, or transferred
- 🤎 Must be used in full; remaining balances stay on the certificate for future use
- 🤎 Treat gift certificates like cash — lost or stolen certificates cannot be replaced
Jewellery Care Instructions
- 🤎 Remove jewellery before swimming, showering, or applying lotions/perfume
- 🤎 Avoid contact with chemicals (cleaners, bleach, chlorine, sunscreen, oils, etc.)
- 🤎 Resin is water resistant, not waterproof — extended exposure can damage your stone
- 🤎 Store in a dry, shaded place — ideally in its original pouch or packaging
- 🤎 Do not leave your jewellery in the sun or heat
- 🤎 Clean gently with a soft, dry cloth (no silver dips or abrasives)
It is impossible for us to list every exposure — please use good judgement and treat your keepsake with care for its best longevity.
Have Questions?
We’re always here to support you throughout your keepsake journey.
Email: hello@thememorycollective.com.au
Instagram: @thememorycollectiveau
Thank you for trusting us to hold your most cherished memories.
With warmth,
The Memory Collective