Hooves and Paws 2022 – Terms and Conditions

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Images and Marketing

We may occasionally photograph completed orders and use these images on our website, social media or other marketing materials.

If you would prefer photographs of your finished jewellery or keepsake not to be used for promotional purposes, please let us know when placing your order or contact us as soon as possible afterwards.

We respect your privacy and will not use or publish your personal details or private order information for marketing purposes.

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Availability

All products and orders are subject to availability. While we keep a selection of our settings and materials in stock, some items, including certain ring styles and other jewellery settings, may need to be obtained from external suppliers.

If a chosen item becomes unavailable or a supplier is unable to fulfil our order, we will contact you and offer the option of choosing an alternative, waiting for the item to become available, or cancelling the affected order for a full refund where appropriate.

Where an item needs to be specially sourced for your order, we may not place the supplier order until your inclusion has been received. Any delay in sending your inclusion may therefore affect the availability of your chosen setting.

We recommend sending your inclusion as soon as reasonably possible after placing your order to help avoid delays or disappointment.

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Sending Your Inclusions

Customers are responsible for packaging and posting their inclusions (such as horse hair, pet fur, human or animal ashes, or other memorial materials) securely and safely to Hooves and Paws 2022.

We strongly recommend using an appropriate tracked postal service and retaining proof of postage. Hooves and Paws 2022 cannot accept responsibility for inclusions that are lost, delayed or damaged while being sent to us.

Guidance on preparing and packaging your inclusion for postage can be found on our website on our How to Order Page.

Customers are responsible for ensuring that the correct postage has been paid. If an item arrives with insufficient postage and we incur additional charges, these costs may be passed on to the customer. We reserve the right to delay completion or dispatch of an order until any outstanding postage charges have been paid.

Delivery of Completed Orders

Completed orders are normally dispatched using Royal Mail Tracked 24 or Tracked 48, depending on the service selected or appropriate for the order.

Orders will be sent to the delivery address provided by the customer at checkout. It is the customer's responsibility to check that this information is correct and up to date before completing their order.

Hooves and Paws 2022 cannot be held responsible for orders that are delayed, returned or delivered incorrectly as a result of an incorrect or incomplete delivery address supplied by the customer.

Once an order has been dispatched, delivery times are determined by the postal service and are outside of our direct control. We will, however, assist customers with postal enquiries where appropriate.

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Product Guarantee, Returns & Refunds

Every Hooves and Paws 2022 piece is individually handmade and created with care and attention to detail. As our jewellery and keepsakes are personalised and made using your own unique inclusions, each piece is special and individual to you.

Personalised and Bespoke Orders

Many of our products are made specifically for you and incorporate personal inclusions such as horse hair, pet fur, ashes or other memorial materials.

Where an item is made to your specifications or is clearly personalised, the usual 14-day cancellation right for online purchases does not apply under Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

This does not affect your statutory rights. If your item is faulty, not as described or not fit for purpose, you may still be entitled to a repair, replacement, price reduction or refund in accordance with applicable consumer law.

Care and Maintenance

Care instructions are provided with every order and are also available on our website.

Customers are responsible for following the care instructions provided, these can be found on the website under 'Jewellery Care'.

Damage resulting from incorrect care, misuse, accidental damage or failure to follow the recommended care instructions may not be covered by our product guarantee.

Damaged or Faulty Items

If you believe your item has arrived damaged or has developed a fault, please contact Hooves and Paws 2022 as soon as possible and provide photographs where requested.

We may ask you to return the item to us so that we can inspect it and determine the cause of the damage or fault.

Where an item is found to have a manufacturing fault, we will work with you to provide an appropriate resolution in accordance with your statutory rights. Where appropriate, this may include repair, replacement or refund.

If damage has occurred as a result of accidental damage, misuse, inappropriate care or normal wear and tear, any repair or replacement may be chargeable. We will discuss any applicable costs with you before carrying out chargeable work.

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Handmade Characteristics

Our jewellery and keepsakes are handmade rather than mass-produced. Small variations in colour, shape, inclusions and finish may therefore occur and form part of the individual character of a handmade piece.

Occasionally, very small surface bubbles or other minor imperfections may be visible within resin. Where these do not affect the strength, function or intended appearance of the item, they are considered a natural characteristic of the handmade process rather than a manufacturing defect.

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Ring Sizes

Customers are responsible for providing the correct ring size when placing an order.

As rings are made or ordered specifically for the size requested, we cannot normally offer an exchange or refund simply because an incorrect ring size has been provided by the customer.

If you are unsure of your ring size, please contact us before ordering and we will be happy to advise you on the best way to obtain an accurate measurement.

This does not affect your statutory rights where a ring is faulty, incorrectly made or otherwise does not conform to the contract.

Thank you for your understanding and for taking the time to read these terms. As every piece is made with care and is uniquely personalised, following these guidelines helps me ensure your order is handled as safely and carefully as possible.