FOREVER IN STONES LTD

TERMS OF SERVICE

Last updated: 1 October 2026

These Terms govern orders placed with Forever in Stones Ltd (“Forever in Stones”, “we”, “our” or “us”). Please read them before placing your order.

Nothing in these Terms excludes or restricts your statutory consumer rights.

AUTHORISATION

By placing an order, you authorise us to process and solidify the cremated remains supplied into remembrance stones using our proprietary process, subject to any applicable cancellation rights.

You confirm that:

You have the legal authority to instruct us regarding the cremated remains.

The remains supplied belong to the individual or pet identified in your order.

All information supplied is accurate and complete.

We may decline or pause an order where identification, instructions or legal authority cannot reasonably be established. We will explain the concern and discuss the appropriate next steps with you.

OUR PROCESS

Forever in Stones creates remembrance stones by solidifying cremated remains through a specialist mineral-binding and kiln-firing process.

Our service is designed to process the full collection of remains supplied, subject to any agreed instructions to reserve a portion.

Cremated remains are the principal material of the stones. Selected natural mineral components and binders support the solidification process. The proportions vary according to the characteristics of the remains and any agreed arrangements for the collection.

Each individual’s or pet’s collection is processed separately. Equipment is cleaned between collections, and identification is maintained throughout the process. We do not combine remains from different individuals or pets.

Preparation includes screening, refinement and controlled kiln treatment. Foreign material identified during preparation is removed.

Processing changes the condition and composition of the material. Once transformation has begun, the remains cannot be restored to their original condition.

Completed stones may be reprocessed into an ash-like granular material under the voluntary option described below. This does not restore the original ashes or remove the mineral components and binders added during production.

Our detailed formulation and production methods are proprietary and remain confidential.

NATURAL VARIATION

Every collection of cremated remains has its own characteristics. The mineral composition varies between individuals and pets, influencing the appearance of the finished stones alongside the production process.

Each stone is individually formed and hand-finished. Variations may include:

Colour and tone.
Texture.
Shape and size.
Surface markings and irregularities.
Mineral inclusions and concentrations.
Shadowing, mottling and veining.
Small pores or air inclusions.
Kiln marks and effects.
Density and finish.

Photographs and samples illustrate possible results. They do not guarantee an identical appearance unless we expressly agree a particular requirement.

Natural variations and minor surface characteristics may be normal features of the stones. This does not exclude responsibility for defects, damage, failure to meet agreed requirements or failure to perform the service with reasonable care and skill.

Please contact us if you have concerns about any characteristic of your collection.

QUANTITY OF STONES

The number of stones produced varies according to:

The quantity of cremated remains supplied.
The composition of the remains.
The size and form of the stones.
The production requirements of the individual collection.

Quantities displayed on our website or in marketing materials are general estimates unless expressly agreed otherwise.

Please discuss any specific requirements with us before production.

SMALLER QUANTITIES OF REMAINS

Remembrance stones can be produced from smaller quantities of cremated remains.

Where additional mineral material is proposed to produce a larger collection, we will explain the arrangement and obtain your agreement before proceeding.

Additional mineral material increases its proportion in the finished stones. The resulting collection will therefore have a different proportion of cremated remains and added minerals from a collection produced using our standard arrangements.

DOCUMENTATION

For human remains, we require a copy of the cremation certificate before processing begins.

For pet remains, we may request appropriate identification or supporting documentation.

International arrangements may require additional documents, including death certificates, permits, legalisation or Apostille certification. Requirements depend on the countries and transport arrangements involved.

We will discuss the documentation required for the arrangements we offer. You must provide accurate information and any documents reasonably required from you.

COLLECTION, SHIPPING AND DELIVERY

We use specialist couriers or other suitable secure transport methods to collect remains and return completed collections.

Transport arrangements and any additional charges will be explained before you commit to them. Charges for remote locations, international destinations or other specialist requirements will require your agreement.

Collection, processing and delivery times are estimates unless we expressly agree a specific deadline. We will notify you of material delays and discuss the available options. This does not affect your statutory rights concerning agreed deadlines or performance within a reasonable time.

If loss or damage occurs during transport arranged by us, please contact us. We will investigate, liaise with the carrier and address the matter in accordance with our responsibilities and your statutory rights.

CANCELLATIONS

Please contact us promptly if you wish to cancel your order.

Under our cancellation policy, you may cancel before processing begins. Any deduction from your payment will be limited to reasonable, evidenced costs directly attributable to your order that cannot reasonably be recovered or avoided, where such deductions are legally permitted. We will explain any proposed deduction.

Once processing has commenced, we do not offer cancellation or refunds solely because you change your mind. Processing changes the remains, and their original condition cannot be restored.

This policy does not exclude any statutory cancellation rights that apply to your contract. Where those rights apply, they take priority over our cancellation policy.

Where your express request or acknowledgement is required to begin work during an applicable statutory cancellation period, we will obtain it separately. Acceptance of these Terms alone will not be treated as that request or acknowledgement.

Any payment due following statutory cancellation will be calculated and refunded in accordance with applicable law.

QUALITY COMMITMENT

We will carry out the service with reasonable care and skill and in accordance with the information and requirements forming part of our agreement.

Please contact us as soon as reasonably possible if you have concerns about your completed collection. We may request photographs or arrange an inspection where necessary.

Where the service or collection does not meet applicable legal requirements, we will provide the remedy required by law. Depending on the circumstances, this may include further work, repair, replacement, a price reduction or a refund.

Your statutory remedies are not restricted to our discretion or to a fourteen-day reporting period.

We may photograph completed stones and packaging before dispatch for quality control, record keeping and dispute resolution. Associated personal information will be handled in accordance with applicable data protection requirements.

REFUNDS

Each collection is individually created from the cremated remains supplied.

Once processing has commenced, we do not offer discretionary refunds for a change of mind or personal preference regarding expected natural variations in appearance.

These variations may include differences in colour, texture, shape, size, surface markings, mineral inclusions and appearance between stones within a collection.

This does not affect any statutory cancellation rights that apply to your contract, or your rights to remedies where the service or completed collection does not meet applicable legal requirements.

RETURN TO GRANULAR FORM

If you are dissatisfied with the solidified form, you may return the complete collection within fourteen days of delivery and request reprocessing into an ash-like granular material.

The returned material will contain the processed cremated remains together with the mineral components and binders added during production. These additions are not separated or removed during reprocessing. The result is therefore not identical to the original ashes.

We do not charge for this voluntary reprocessing service. You will be responsible for return and re-delivery transport costs when using this option, unless we agree otherwise.

Please contact us before arranging a return so that we can confirm suitable packaging and transport arrangements.

Returns must be securely packaged and sent using a suitable tracked and insured specialist courier authorised to carry the contents.

This voluntary option requires the complete collection to be returned. We do not accept partial collections or individual stones under this option.

These conditions do not restrict your statutory rights or require you to pay costs that we must bear when providing a legal remedy.

DAMAGED OR INCOMPLETE ORDERS

Please notify us as soon as possible if your collection arrives damaged or incomplete, preferably within 48 hours of delivery.

Where possible, include photographs of any damage and retain the packaging.

We will investigate and discuss the appropriate resolution with you. Reporting an issue after 48 hours does not remove your statutory rights.

CARE OF THE STONES

Please follow the care guidance supplied with your collection.

Handle the stones carefully and avoid dropping them or exposing them to heavy impacts. Contact us if you have questions about care or placement.

LIABILITY

We are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to use reasonable care and skill.

Nothing in these Terms excludes or limits liability for:

Fraud or fraudulent misrepresentation.
Death or personal injury caused by negligence.
Any other liability that cannot lawfully be excluded or limited.

INTELLECTUAL PROPERTY

Intellectual property rights in our branding, website content, photographs, original designs and proprietary production methods remain ours or those of the relevant rights holder.

Our protected materials may not be reproduced or distributed without permission, except where permitted by law.

This does not prevent you from photographing or sharing images of your own collection.

GOVERNING LAW

These Terms are governed by the laws of England and Wales.

This does not remove mandatory consumer protections applicable in your country of residence or restrict your right to bring proceedings in another court where the law permits.

CONTACT AND RETURNS ADDRESS

Forever in Stones Ltd
Innovation Centre Medway
Maidstone Road
Chatham
Kent
ME5 9FD

Email: support@foreverinstones.co.uk
Telephone: 0330 133 9553

Please contact us before sending any remains or stones to this address.