Eternity's Touch

1. Warranty Coverage

Our keepsakes are warranted to be free from defects in materials or workmanship for one year from the date of purchase, except chains, which carry a 30-day warranty.

Within the applicable warranty period, we will repair or replace a qualifying product at no cost to the customer.

If the original product is no longer available, including where it has been discontinued, we may replace it with an alternative product of equal or greater value.

2. What the Warranty Covers

Examples of issues that may be covered by warranty include:

• product defects;
• product defects;
• broken bail;
• crack in metal;
• broken ring band;
• internal production errors;
• incorrect engraving caused by us;
• incorrect font style caused by us; and
• incorrect orientation, where it differs from the approved order preview.

3. What the Warranty Does Not Cover

Examples of issues not covered by warranty include:

• order entry errors;
• incorrectly selected product;
• engraving errors made by the customer;
• incorrect Secure PIN information;
• general use, normal wear, or aging;
• allergic reactions;
• discoloration due to environmental factors;
• neglect, abuse, accident, or improper care;
• worn rhodium plating due to use;
• third-party cleaning, polishing, adjusting, repair, alteration, or other work;
• damage caused by chemicals, perfumes, lotions, moisture, sweat, pools, hot tubs, bathing, or similar exposure; and
• product loss, theft, or loss of stones, diamonds, gemstones, or submitted materials except where required by law.

If you believe you may be allergic to a specific metal, we recommend considering alternative metal offerings such as surgical stainless steel or allergen-sensitive sterling silver where available.

4. Adjustments Outside Warranty

If an issue is not covered by warranty, we may still be able to help through a paid adjustment, repair, replacement, or restoration.

Examples may include engraving changes, stone swaps, replating, polishing, or other work that can be completed safely.

Fees may apply for labour, materials, shipping, provider costs, or other costs associated with the requested work.

5. Making a Warranty Claim

To submit a warranty claim, visit Warranty and enter your Secure PIN if prompted. Fill in as much information as possible to help us identify your product and understand what needs to be addressed.

If your item was placed directly through a funeral home, please contact the funeral home to submit the request on your behalf.

You may be asked to provide:

• your name;
• shipping address;
• email address;
• phone number;
• original order number;
• Secure PIN;
• number of items being submitted;
• product details;
• description of the warranty concern; and
• photos or supporting information, where relevant.

An agent will review the request and advise whether the item appears to qualify for warranty service.

6. Repair or Replacement Assessment

After a warranty request is submitted, we may assess the issue before the product is shipped back or after we receive the product.

If the item qualifies under warranty, we may provide return paperwork and a return waybill at no cost to the customer.

If the item can be repaired, we will repair it. If the item cannot be repaired and qualifies under warranty, we will replace it at no cost to the customer.

If the item is outside warranty or does not qualify under warranty, we will contact you to discuss available options, which may include paid repair, replacement, restoration, or return of the item at the customer's expense.

We recommend using a courier or traceable post for all products or materials sent to us.

7. Third-Party Work

Keepsakes that have chains of alternate metals applied or changed from the ones provided, or that have been cleaned, polished, adjusted, repaired, altered, or otherwise worked on by a third-party jeweller or other third party, may have their warranty voided.

If you have concerns with a keepsake or would like adjustments made, please contact us first so we can coordinate appropriate service and help avoid damage to the keepsake, fingerprint, personalization, or other incorporated material.

8. Product-Specific Warranty Terms

9. Lifetime Restoration

We offer Lifetime Restoration to help restore eligible keepsakes after long-term wear.

To submit a regular restoration plan request, visit Lifetime Restoration and enter your Secure PIN if prompted. Fill in as much information as possible to help us identify your product and understand what needs to be addressed.

To submit a vermeil restoration plan request, visit Gold Vermeil Restoration and enter your Secure PIN if prompted. Fill in as much information as possible to help us identify your product and understand what needs to be addressed.

If your item was placed directly through a funeral home, please contact the funeral home to submit the request on your behalf.

You may be asked to provide your name, shipping address, email address, phone number, original order number, number of items being submitted, product details, and a description of the requested restoration.

Standard Lifetime Restoration generally requires payment of to-and-from shipping fees only, unless additional work, parts, or services are required.

Vermeil Lifetime Restoration may require a replating fee in addition to shipping fees.

Once submitted, you may receive restoration paperwork, a restoration authorization number, and return shipping instructions.

When the item arrives, we will confirm whether it can be restored. If there are concerns, we will contact you with next steps.

10. Items That May Not Qualify for Restoration

Some items may not qualify for restoration. These may include, but are not limited to:

• titanium items;
• stainless steel items;
• knives;
• lighters;
• golf ball markers and divot tools;
• leather items; and
• guitar picks.

If you have concerns about an item, please contact us and we will assess whether we can help.

11. What Restoration May Include

Standard restoration may include:

• engraving restoration, if required;
• jewelry cleaning; and
• rhodium plating for sterling silver and white gold products.

Vermeil restoration may include:

• engraving restoration, if required;
• inspection and structural assessment;
• deep cleaning and surface preparation; and
• full gold re-plating, also called re-vermeiling.

12. Country-Specific Warranty Rights

The rights in this section apply where the laws of the relevant country, province, state, or region apply to you.

If there is a conflict between a general section of this plan and a country-specific section that applies to you, the country-specific section applies to the extent of the conflict.

13. Related Policies

This plan should be read together with our:

• Global Terms and Conditions;
• Global Privacy Policy; and
• Global Shipping Policy.

14. Changes to This Plan

We may update this plan from time to time by making the updated version available on our website or application and updating the "Last updated" date.

The plan in effect at the time you place an order will generally apply to that order, unless a change is required by law or you agree to a different plan.

15. Language

Where we make these terms available in more than one language, the versions are intended to be equivalent and should be read together consistently.

If you have questions about a translated version of these terms, please contact us.