Refund Policy

Overview

At Remains to be Seen we create unique, handcrafted memorial ornaments that incorporate human ash remains. Each piece is made to order, with care, respect, and attention to detail. Because of the deeply personal and custom nature of these products, we ask that you read the following policy carefully before making a purchase.

Refunds

No Refunds or Exchanges for Change of Mind: Due to the custom, made-to-order nature of our products, we do not offer refunds, returns, or exchanges if you: change your mind, decide you no longer want the item, ordered the wrong item or provided incorrect details. Once your order is confirmed and creation begins, it cannot be cancelled or refunded.

✅ Your Rights Under New Zealand Law: Under the Consumer Guarantees Act 1993, you’re still protected if something goes wrong. You are entitled to a repair, replacement (if you can provide more ashes), or refund if the item arrives damaged (not due to shipping company mishandling), has a fault that makes it unsafe or unusable, is significantly different from what was described or advertised. If you believe your item is faulty, please contact us within 7 days of receiving it, with photos and a detailed explanation. We’ll work with you to resolve the issue as quickly and respectfully as possible.

🔐 Handling of Ash Remains: We treat all ash remains with the utmost care and respect. Any unused ashes will be returned to you (if requested) or respectfully handled according to our stated process. We are not liable for delays or issues caused by incorrect shipping addresses, missed delivery, or delays outside our control (e.g., customs, couriers).

📝 Confirming Your Order: By placing an order with us, you acknowledge and agree that: the item is custom-made and cannot be resold again, you understand the no refund, no return policy, you’ve reviewed and confirmed all personalisation details.

Need help?

📩 Contact Us: If you have questions before placing an order, or if something isn’t right when you receive your item, please contact us — we’re here to help. Remains to be Seen 📧 Email: rtbsnz@gmail.com, Address: Po Box 20209, Christchurch 8543, NZ.