Refund policy

REFUND, RETURNS & CANCELLATION POLICY

Golden Thistle Memorials
Last Updated: 21 August 2026

Thank you for choosing Golden Thistle Memorials.

Many of the keepsakes I create are personalised or made especially for each customer. This policy explains your rights regarding cancellations, returns, refunds and problems with your order.

If you have any questions, please contact:

Email: goldenthistlememorials@yahoo.com
Website: www.golden-thistle-memorials.co.uk

1. Personalised and Made-to-Order Goods

Many Golden Thistle Memorials products are created specifically for an individual customer.

This can include keepsakes incorporating:

Photographs
Paw or nose prints
Names
Dates
Personal messages
Custom engraving
Customer-approved memorial designs

Where an item is made to your specifications or is clearly personalised, the normal statutory right to cancel an online purchase simply because you have changed your mind may not apply.

This does not affect your legal rights where an item is faulty, damaged, not as described or otherwise does not conform to the contract.

2. Cancelling an Order Before Personalisation

If you wish to cancel an order, please contact me as quickly as possible at:

goldenthistlememorials@yahoo.com

If work has not begun and the item has not been specially ordered, personalised or created for you, I will confirm whether the order can be cancelled.

For personalised or bespoke goods, your statutory change-of-mind cancellation rights may not apply.

Where an item is not personalised or bespoke and statutory cancellation rights apply, you will normally have 14 days after receiving the goods to notify me that you wish to cancel.

You will then normally have a further 14 days to return the goods.

Nothing in this policy is intended to restrict your statutory consumer rights.

3. Returns of Non-Personalised Goods

Where statutory cancellation rights apply to a non-personalised product, please contact me before returning it.

Unless the goods are faulty, damaged or incorrect, you will normally be responsible for the cost of returning the item.

Goods should be returned securely packaged and, where reasonably possible, in their original condition.

You are responsible for taking reasonable care of goods while they are in your possession.

I recommend obtaining proof of postage when returning an item.

4. Faulty, Damaged or Incorrect Orders

I take great care when creating and packaging every Golden Thistle Memorials keepsake.

If your order arrives damaged, is faulty, is not as described or you believe you have received an incorrect item, please contact me as soon as reasonably possible at:

goldenthistlememorials@yahoo.com

Where possible, please include:

Your name
Order number
A description of the problem
Clear photographs showing any damage, fault or incorrect item
Photographs of the packaging where the parcel has been damaged during delivery

Providing photographs can help me investigate the issue quickly, but this does not affect your statutory rights.

Depending on the circumstances and your legal rights, an appropriate remedy may include:

Repair
Replacement
Price reduction
Refund

Where goods are faulty or otherwise do not conform to the contract, your rights are governed by applicable UK consumer law, including the Consumer Rights Act 2015.

5. Errors Following Proof Approval

Customers are asked to carefully check their digital proof before approving production.

If the finished item accurately reflects the final proof approved by the customer, I will not normally be able to offer a refund or free replacement because the customer later notices an error that was visible on and approved in that proof.

For example, this may include an incorrect:

Name
Date
Spelling
Message
Photograph selection

However, if Golden Thistle Memorials makes an error and the finished product does not match the approved proof or agreed specification, please contact me so that I can put this right.

Nothing in this section limits your statutory rights where goods are faulty, not as described or otherwise do not conform to the contract.

6. Jewellery Box Personalisation

Where offered, customers may add a personalised engraved message to a jewellery presentation box for an additional £5.

The wording submitted for engraving will form part of the personalised order.

Where a proof is supplied for the engraving, please check the wording carefully before approval.

Personalised jewellery boxes are personalised goods and may not be eligible for a change-of-mind return.

Your statutory rights in relation to faulty or incorrectly produced goods remain unaffected.

7. Refunds

Where a refund is due, it will normally be returned using the original payment method unless otherwise agreed.

For eligible cancelled distance purchases, refunds will be made within the timescales required by applicable consumer law.

Where a refund depends upon goods being returned, I may wait until the goods have been received back or until you provide evidence that they have been returned, whichever happens first, where permitted by law.

Where applicable, the refund of the original delivery charge will be dealt with in accordance with your statutory rights.

8. Exchanges

Because many Golden Thistle Memorials products are personalised or made to order, exchanges may not always be possible.

For eligible non-personalised products, please contact me to discuss whether an exchange is available.

This does not affect your statutory rights where goods are faulty, damaged or not as described.

9. Purchases Made in Person

Different change-of-mind rights generally apply to goods purchased in person at events, markets, fairs or other face-to-face sales.

Unless I have offered an additional returns policy, I am not normally required to provide a refund simply because you have changed your mind about an item purchased in person.

This does not affect your statutory rights where goods are faulty, not as described or otherwise fail to conform to the contract.

Personalised products ordered in person may also be subject to the provisions relating to personalised and made-to-order goods.

10. Returning Goods

Before returning an item, please contact:

goldenthistlememorials@yahoo.com

I will provide the appropriate return instructions where required.

Please package returned goods securely to reduce the risk of damage during transit.

Where you are responsible for arranging a return, I strongly recommend obtaining proof of postage and using an appropriately insured or tracked service for valuable items.

Where Golden Thistle Memorials is legally responsible for reasonable return costs, appropriate arrangements will be discussed with you.

11. Your Statutory Rights

Nothing in this Refund, Returns & Cancellation Policy is intended to exclude, restrict or replace any rights you have under applicable UK consumer law.

Goods supplied by Golden Thistle Memorials must meet the standards required by law, including being as described, of satisfactory quality and fit for purpose where applicable.