FOREVER IN STONES LTD
TERMS OF SERVICE
Last Updated: June 2026
These Terms of Service govern all orders placed with Forever in Stones Ltd ("Forever in Stones", "we", "our", or "us"). By placing an order, you confirm that you have read, understood and agree to these Terms.
AUTHORISATION
By placing an order with Forever in Stones Ltd, you authorise us to process and transform the cremated remains supplied to us into remembrance stones using our proprietary process.
You confirm that:
• You have the legal authority to make decisions regarding the cremated remains provided to us.
• The cremated remains supplied belong to the individual or pet identified in your order.
• All information supplied to us is accurate and complete.
Forever in Stones Ltd reserves the right to refuse any order where we reasonably believe that the remains supplied have been incorrectly identified, improperly represented, or where legal authority cannot be established.
OUR PROCESS
Each order is processed individually and separately.
We maintain dedicated workspaces, equipment and procedures to ensure that cremated remains from different clients are never intentionally mixed during production.
The creation of remembrance stones is an irreversible process. Once processing has commenced, the cremated remains cannot be returned to their original condition.
Our process incorporates cremated remains together with carefully selected natural minerals to create durable remembrance stones intended to provide a lasting memorial. The exact mineral composition used during production forms part of Forever in Stones Ltd's proprietary process and remains confidential.
NATURAL VARIATION
Every set of cremated remains is unique.
The mineral composition of cremated remains varies significantly between individuals and pets. As a result, the appearance of the finished stones will naturally vary from one order to another.
Variations may include, but are not limited to:
• Colour and tone
• Texture
• Shape and size
• Surface markings
• Mineral inclusions
• Shadowing and mottling
• Natural veining
• Kiln effects
• Density and finish
Each remembrance stone is individually handcrafted and hand-finished.
Natural variations, minor finishing marks, surface irregularities, air inclusions and visual characteristics arising from the materials and production process are normal features of the product and do not constitute defects.
No two stones will ever be identical.
Certain characteristics may become more or less visible over time as the stones continue to stabilise following production. This is a natural consequence of the materials used and does not affect the integrity, durability or longevity of the stones.
Visual characteristics may include areas of tonal variation, shadowing, mottling, mineral concentrations, surface blemishes, kiln marks, subtle colour changes, and other naturally occurring features resulting from the composition of the cremated remains and the production process. Such characteristics are an inherent part of the product and are not defects.
QUANTITY OF STONES
The number of stones produced from any set of cremated remains will vary.
Factors affecting quantity include:
• The amount of cremated remains provided
• The composition of the remains
• Stone size selected
• Production requirements
Any quantities displayed on our website or marketing materials are intended as general guidance only and are not guaranteed.
SMALLER QUANTITIES OF ASHES
Remembrance stones can be produced from relatively small quantities of cremated remains.
Where only a limited amount of cremated remains is available, Forever in Stones Ltd may incorporate additional natural minerals to achieve the desired quantity of stones.
Where appropriate, this will be discussed with you before production.
DOCUMENTATION
For human remains, we require a copy of the cremation certificate before processing can commence.
For pet remains, alternative documentation may be requested where appropriate.
International clients may also be required to provide additional documentation, including death certificates, legalisation documents, Apostille certification or other paperwork required by the destination country.
It is the client's responsibility to ensure compliance with any import or export requirements applicable to their destination.
COLLECTION, SHIPPING AND DELIVERY
Forever in Stones Ltd uses specialist couriers and other secure transport methods to collect and return cremated remains and completed stones.
Whilst Forever in Stones Ltd will take reasonable care in arranging transportation, delivery services are provided by independent third-party carriers. In the event of loss or damage during transit, Forever in Stones Ltd will investigate the matter and work with the customer and carrier to achieve an appropriate resolution.
Delivery times are estimates only and cannot be guaranteed.
Additional charges may apply for remote locations, international destinations, airports, islands or other areas requiring specialist transportation arrangements.
CANCELLATIONS
You may cancel your order before processing begins.
Where cancellation occurs before any processing activity has commenced, a refund may be issued less any collection, shipping, administration or other costs already incurred.
Once processing has commenced, the order cannot be cancelled and no refund will be available.
QUALITY COMMITMENT
We take pride in the quality of our work and aim to provide every family with a meaningful memorial.
If you have concerns regarding your completed stones, you should contact us as soon as reasonably possible after delivery.
We will review the concerns raised and may request the return of the stones for inspection.
Where appropriate, Forever in Stones Ltd may offer refinishing, repair or remanufacture of the stones at our discretion.
Clients should inspect their order upon receipt and notify Forever in Stones Ltd of any concerns within fourteen (14) days of delivery.
Where Forever in Stones Ltd determines that remedial action is appropriate, we may, at our sole discretion, offer refinishing, repair, or remanufacture of the stones. Such remedies shall constitute the customer's sole remedy in relation to the product supplied. Forever in Stones Ltd may photograph completed stones and associated packaging prior to dispatch for quality control, record keeping and dispute resolution purposes.
REFUNDS
Due to the irreversible nature of the process, refunds are not available once production has commenced.
Refunds will not be provided based upon:
• Natural variations in appearance
• Colour differences
• Surface markings
• Mineral inclusions
• Shape variations
• Texture variations
• Differences between stones within a set
• Personal preference regarding appearance
Nothing in these Terms affects your statutory rights under applicable consumer legislation.
DAMAGED OR INCOMPLETE ORDERS
If your order arrives damaged or incomplete, you must notify us as soon as reasonably possible and provide photographs where appropriate.
We will investigate the matter and work with you to achieve a fair resolution.
LIMITATION OF LIABILITY
To the fullest extent permitted by law, Forever in Stones Ltd shall not be liable for any indirect, consequential, incidental or special loss arising from the use of our products or services.
Nothing in these Terms excludes or limits liability for:
• Fraud or fraudulent misrepresentation
• Death or personal injury caused by negligence
• Any liability which cannot lawfully be excluded
INTELLECTUAL PROPERTY
All intellectual property rights, trademarks, designs, photographs, content, branding and materials belonging to Forever in Stones Ltd remain our property.
No material may be reproduced, copied or distributed without our prior written consent.
GOVERNING LAW
These Terms shall be governed by and interpreted in accordance with the laws of England and Wales.
Any dispute arising from these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
CONTACT DETAILS
Forever in Stones Ltd
Innovation Centre Medway
Maidstone Road
Chatham
Kent
ME5 9FD
0330 133 9553