Returns & Refunds/Cancellation Policy
OUR BREASTMILK KEEPSAKE COLOR GUARANTEE AND POLICY:
Your breastmilk is preserved to ensure your piece lasts a lifetime. Your precious keepsakes should not discolor due to preservation of the inclusion.
If a breastmilk piece is going to discolor due to a milk preservation error, it will happen within the first 3 months. For this reason, we offer a 3 month guarantee on our breastmilk keepsakes.
It is very important to follow all of our keepsake care instructions such as not bathing or showering with your jewelry on, not exposing pieces to direct sunlight or prolonged heat, chemicals, or submerging it in water. Your breastmilk jewelry is coated in a high quality jeweler's resin which is a hard plastic. Mistreatment and improper care of your precious jewelry can lead to discoloration or warping of the piece.
We offer a 3 month guarantee on our milk keepsakes. If your keepsake becomes discolored before 3 months from the time your order was finished, we will be happy to examine the piece. If in our professional opinion, the milk jewelry has discolored as a result of a milk preservation error and not due to improper jewelry care, we will remake the piece for you at the cost of shipping. We reserve a small amount of milk from all orders in case of an emergency for up to 6 weeks (unless specifically directed to keep your spare milk) and your spare milk will be used to replicate your piece. After 6 weeks the remaining milk will be discarded and you would be required to provide more milk for your replacement.
CHANGES TO ORDERS:
Any requests to change an order must be done within a 24 hr time frame after your milk is received. Once the 24 hr time frame has passed we do allow changes until your piece has been started (for an additional fee), please contact us to inquire about changes you wish to make. Settings are custom ordered and wooden molds are custom made we DO NOT keep a stock in! We order all settings and carve each piece after the 24 hour time frame. If a change of size is needed for Sterling silver and stainless steel only a $25 fee will be applied after the 24hrs. If a change in wooden carving is requested after 24 hours there is a $40 fee. Solid Gold settings cannot be changed after the 24 hr period! This is due to ordering each setting individually, we do not keep a stock in hand.
Please be aware that by purchasing a keepsake from Tree of Hope Creations and sending in your inclusions that you give permission to and free Tree of Hope Creations, owner, Megan Stevens, and all estate and associates of Megan Stevens from any liability of your inclusions. We recommend that you DO NOT send the very last of any of your inclusions and that you reserve some at home. For inclusions that you send, we are released from ALL liability or legal pursuit for any accidents or loss to your inclusions including a fire, flood, studio robbery, Act of God, or other accidents. Your order and sending of inclusions implies your agreement and understanding of this policy. ANY CHANGES MADE WILL EFFECT YOUR TURN AROUND TIME. You are also agreeing that your inclusion and piece may be used for marketing purposes.
BECAUSE EACH PIECE IS HANDCRAFTED, WE DO NOT ACCEPT ANY RETURNS OR EXCHANGES. PLEASE BE 100% ON RING SIZE BEFORE ORDERING. IF A DIFFERENT SIZE IS NEEDED THERE WILL BE FEES BEFORE ORDER IS SENT OUT! IF FOR SOME REASON YOU ARE NOT SATISFIED WITH YOUR KEEPSAKE, PLEASE REACH OUT TO US AND WE WILL DO OUR BEST TO RESOLVE THE ISSUE. ANY DAMAGE THAT OCCURS DURING SHIPPING MUST BE REPORTED TO THE MAIL CARRIER IMMEDIATELY!
Upon receiving your order, you have THREE (3) days to contact Tree of Hope Creations regarding an exchange or remake of your creation. We DO NOT offer refunds of any kind. When contacting us regarding concerns, please send clear photos and a detailed description of your issue to email@example.com.
Each complaint is judged by the creator on a case by case basis. We will not remake or accept a return on a ring for incorrect sizing on the customers error, we order our jewelry custom to each order and do not keep a stock, a new setting will be subject to a fee and the stone may have to be remade depending on the ring design, in this case it will be considered a brand new order as this is extra work on our end. Our creations are all hand carved and individually made for each order, so if a new design/change is requested there will be a fee associated with this as well. We offer exchanges or remakes when an item has a clear fault beyond the normal range of handmade variations. Note that variations such as small air bubbles within the piece, mold lines, evidence of hand forming and hand sanding, bead caps not sitting 100% flush, breastmilk flakes and other small imperfections are all within the normal range of handmade jewelry. By purchasing from Tree of Hope Creations, you understand that your piece will not be 100% “flawless” and that is what makes each piece unique.
Exchanges or remakes are not covered by Tree of Hope Creations if it has been longer than three days since you received your jewelry and failed to promptly notify us of your concerns or if the designer has determined that your jewelry concerns fall within the normal range of handmade variations. If a change is determined, you must send your jewelry back to us and have it in our hands within 10 days from date issue was addressed with us of reporting the faulty jewelry to us.
Tree of Hope Creations is not, under any circumstances, responsible for loss and/or damage in shipping. We do not take responsibility for other businesses and their handling such as the United States Postal Service and other mail carriers.
If you have shipped your inclusions and we have begun the process of preserving your milk or creating your piece, there is no refund available. If you have not sent your items in yet, you have FIVE (5) Days from your purchase date to cancel your order with a 20% convenience fee deducted from the total cost of your order. After 5 days past your order date, orders are non-refundable whether you send in your items or not. This is because so many of our designs require us ordering and creating supplies for your design such as wooden setting, sized ring settings, necklace setting, ect.
Gift cards purchased from us are non-refundable no exceptions. Gift card purchases never expire.
We typically make an additional stone for your ring when creating the original stone. This is to ensure that we get the most perfect stone gets placed in your jewelry. If the second stone we make is flawless we store it for 6 months just incase of an emergency *Lost Ring, Shipping Issues, Catastrophic Events* so that we can easily make you another without you having to worry. If the stone does not come out flawless it gets added to the additional heart that we send home. We do not make additional stones every time and if you choose for us not to or would like to ensure that we do please contact us. After the 6 months we contact you to see if you would like for us to ship the additional stone home or keep it. ***ONCE AGAIN THIS IS NOT DONE EVERY TIME AND CAN ONLY BE GARANTEED TO BE DONE IF YOU REQUEST***
BROKEN OR FLAWED SETTINGS
Handmade Settings will have normal variations in each piece we make such as curved lines, hand hammered metal lines around stone edges, micro paved stones that are set evenly, this is due to most of our settings being made by hand and not by machine. but some flaws may not be common. If you notice a flaw that draws away from the beauty of your piece please email us at firstname.lastname@example.org with a detailed description as well as photos attached. We will review the order through a case by case order to determine if the flaw is of normal variation ( you have 3 days from the time you received your piece to do so).
If the piece was broken due to a fault in production we will be happy to repair it for free for 60 days from the date you received your original order (You are responsible for shipping costs). After the 60 day mark any repairs are subject to a repair fee. The fee is determined case by case and how much work is needed to repair the piece.
Please note that the 60 day free repair is only valid on the original order you placed and not on any free items you received as a result of repair.
STONE RING RESETTING OR REPLACEMENT
If your inclusion stone falls out of a ring setting and you are able to locate the stone, we will repair it for free for 60 days from the time you received your original order (you are responsible for shipping charges). After the 60 day mark a $10 (plus shipping) resetting fee will be in place even if you still have the original stone. If the stone is lost we can make and set a new stone (you may need to ship more milk if it has been longer than 6 weeks).
Please contact us through email, email@example.com or through our Facebook page to set up the repair BEFORE shipping the jewelry. You are responsible for shipping the jewelry and any costs associated with shipping.