Worldwide Professional DNA Preservation Jeweller. Current waitlist turnaround is approximately 2-3months from receiving your DNA sample
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Worldwide Professional DNA Preservation Jeweller. Current waitlist turnaround is approximately 2-3months from receiving your DNA sample
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REFUNDS AND REPAIRS

At Tender Foot Jewels, we take great care in creating unique and sentimental pieces using your personal DNA materials, such as breastmilk, ashes, and hair. Due to the highly customized nature of our jewelry, we have specific refund policies to ensure fairness for both our customers and our artisans.

1. General Refund Policy

  • No Refunds for Custom Orders: Each piece is handmade and personalized, making it non-refundable once production begins.
  • Refunds Before Production: If you request a cancellation before sending DNA materials or before production has started, you may receive a partial refund, deducting processing fees and material costs.

2. Refund Eligibility

Refunds may be considered in the following cases:

✅ Manufacturing Defect – If your jewelry has structural defects (e.g., cracks, poor resin curing, or setting flaws), please contact us with photos/videos within 48 hours of receiving your item.

✅ Wrong Item Sent – If you receive a piece different from what you ordered, we will offer a replacement or refund upon return of the incorrect item.

✅ Order Not Received – If your item was never delivered due to an error on our part, we will issue a full refund or resend the item at no additional cost.

🚫 Refunds Will Not Be Issued If:

❌ You change your mind after production has started.

❌ Your piece does not look "exactly as expected" due to natural variations in color, texture, or the preservation process.

❌ DNA materials were not sent within the required timeframe, leading to order cancellation.

❌ The piece was damaged due to mishandling, exposure to harsh chemicals, or improper care after delivery.

3. Repair or Replacement Instead of Refund

If your jewelry arrives damaged due to shipping, we will offer a repair or replacement at our discretion. Customers may be required to return the damaged piece for assessment before a replacement is issued.

4. Processing Time & Fees

  • Approved refunds are processed within 30 business days to the original payment method.
  • Any processing fees (e.g., PayPal, credit card fees) will be deducted from the refund amount.

5. Refunds

We love what we do! If for any reason you are not entirely in love with your keepsake, please reach out and contact us.

In the rare event that you are not satisfied with your keepsake, we ask that you contact us directly via email, and we will do our very best to achieve outstanding customer satisfaction. At Tender Foot Jewels, delivering unique and bespoke jewelry pieces that last is our priority. As each item is made to order, refund(s) for change of mind or incorrect purchases are not permitted. Returns are not permitted for bespoke, engraved, stamped, or customized items.

All engraved items of jewelry are specifically for final sale and have been engraved according to customer specifications. Tender Foot Jewels is not liable for errors that are the result of customer instructions or specifications.

6. Faulty Items and Repairs

Each piece of jewelry has gone through multiple rounds of quality control before being sent out to a customer. However, manufacturing faults do happen, and we always ensure the issue is resolved within a quoted timeframe. If you believe the jewelry to be faulty after wearing it, the item can be sent back for appraisal. You must adhere to all care instructions, or we will not honor a refund if the item has been damaged due to negligence on your part.

If you believe you have received a faulty product, please get in touch with us right away to notify us of the fault and include the below information:

  • Your invoice number
  • Your full name and address
  • Photographic evidence of the fault along with a brief description

After a careful assessment by our qualified jewelry team, we will advise you on the next steps.

Please make sure each jewelry piece that is being returned is packaged safely to avoid damage during transit. Damaged goods due to poor packaging are the responsibility of the sender, and Tender Foot Jewels has the right to refuse the item and send it back to the customer at their expense.

Please note that wear and tear and normal use is not considered a fault. Each jewelry piece is delicate and unique in nature and should be handled carefully and accordingly. Please refer to our Care Instructions and Product Care Information. We encourage you to treat your jewelry with due care, as general wear is not covered by warranty. Although diamonds, gemstones, and composite stones are durable, they can be chipped, scratched, or broken. Such damages are not covered under warranty. Gemstones, diamonds, and composite stones that have come loose or been lost due to damage are similarly not covered under warranty.

On a case-by-case basis, some repairs may incur a fee, and a quote will be provided for approval before repair(s) can go ahead.

Please note that all true handmade jewelry can sometimes feature fine micro hairline marks, especially when choosing softer metals. We will do everything possible to eliminate hairline marks on your precious keepsake, but some may still appear.

For any refund requests, please complete our Refund Request Form and contact us at [your email/contact info]. We appreciate your understanding and support in creating meaningful keepsakes.