Refund policy

Every Ashes in Gold piece is made to order, by hand, for one family. Because of that, our refund policy is different from a typical store. We have tried to make it simple and fair.

Cancelling before production

You may cancel your order at any time before production begins. Production begins when your entrusted ashes are received and logged at the atelier. If you cancel before that point, we refund the full amount you paid, minus a non-refundable deposit of $250. The deposit covers your entrustment kit, prepaid return materials, and the design and setup work we do for your piece.

If your entrustment kit has already been sent, we ask that you keep it or return it unused. Nothing is required of you.

After production begins

Once your ashes have arrived and work on your piece has started, the piece is made specifically for you and cannot be resold. Orders cannot be cancelled or refunded after this point, except as described below.

If something is wrong

If your finished piece arrives with a defect in materials or workmanship, or does not match the selections confirmed in your order, contact us within 30 days of delivery. We will repair or remake the piece at no cost to you. If we are unable to make it right, we will refund the full purchase price.

Your ashes

In every case, including a cancellation, every unused grain of your loved one's ashes is returned to you, sealed and documented. Nothing is ever discarded or kept.

How to reach us

Email hello@ashesingold.com. A person reads every message, and we will reply personally.

Approved refunds are issued to the original payment method. Your bank may take several business days to post the credit.