Our Promise to You

At Loving Ashes, we understand that these pieces are much more than products; they are sacred tributes to a life well-lived. We handle your loved one’s ashes and your order with the highest degree of reverence, care, and professionalism.

1. The Bespoke Nature of Your Tribute

Every piece we create is custom-made and deeply personal, handcrafted specifically to immortalize your loved one. Because of this unique, irreversible creation process, all sales are considered FINAL.

We dedicate ourselves fully to creating your order exactly as requested. We therefore cannot accept returns, offer exchanges, or issue refunds for:

  • Change of Heart: Decisions made after the creation process has begun.

  • Ordering Errors: Mistakes in selection (e.g., style, color) made during the order placement.

  • Subjective Disappointment: Dissatisfaction that is not related to a manufacturing defect or physical damage.

We kindly ask that you review all order details with care and assurance before confirming your final purchase.

2. Our Replacement Guarantee: Assurance Against Transit Damage

While we package every piece to travel securely, we recognize that the journey can sometimes be unpredictable. Our guarantee is simple: We will ensure your beautiful tribute arrives intact.

If your commissioned piece is broken, cracked, or structurally damaged when you open the package upon delivery, we will create a replacement piece for you at no charge.

How to Request a Replacement (Our Compassionate Procedure):

  1. Immediate Notification: Please notify us within five (5) calendar days of the confirmed delivery date. We need this small window to manage claims with the courier.

  2. Gentle Documentation: To process the replacement quickly, we require documentation. Please take clear photos that respectfully show:

    • The damage to the commissioned piece itself.

    • The inner protective packaging materials.

    • The outer shipping container/box (showing any signs of external impact).

  3. Reach Out: Please send the photos and your order number immediately to: info@lovingashes.co.za / 083 789 9871

  4. Our Action: Upon reviewing the evidence, we will promptly and carefully begin crafting a new, identical tribute for you and arrange for its secure delivery.

3. Contact Information

Your trust is paramount. For any questions about this policy or to notify us about a damaged arrival, please connect with our compassionate support team:

Thank you for allowing Loving Ashes to be part of honoring your loved one’s memory.