Last updated: 30/10/2025
1. Introduction
These terms and conditions (“Terms”) apply to all sales of goods made by Eternal Whispers Keepsakes (“we / us / our”) via our website (https://www.eternalwhisperskeepsakes.com) to customers in the United Kingdom. By placing an order you agree to be bound by these Terms.
2. Definitions
“Goods” means the items offered for sale on our website.
“Customer” means you, the person ordering Goods from us.
“Order” means your request to purchase Goods from us accepted by us in accordance with clause 4 below.
3. Information about us
Eternal Whispers Keepsakes, Exmouth, Devon, UK.
Email: eternalwhisperskeepsakes@gmail.com
Phone: 07966 933565
We are a sole trader
4. How the contract is formed
4.1 When you place an Order you will receive an acknowledgement of your Order by email. This acknowledgement does not mean we have accepted your Order.
4.2 Our acceptance of your Order occurs when we email you to confirm that the Goods have been dispatched, at which point the contract between us is formed.
4.3 If we are unable to supply the Goods (for example they are out of stock) we will inform you by email and you will be offered a refund or alternative. No contract will be formed until we send you this email.
5. Goods
5.1 We aim to describe our Goods accurately on the website. Colours, textures and finishes may vary slightly from those shown.
5.2 All Goods supplied by us are subject to availability.
5.3 We reserve the right to cancel or refuse any Order at our discretion.
6. Price and payment
6.1 Prices for Goods are shown on the website at the time you place your Order. All prices are inclusive of UK VAT (where applicable) unless otherwise stated.
6.2 We reserve the right to change the price of Goods at any time, but any change will not affect Orders for which we have already sent a dispatch confirmation.
6.3 Payment must be made at the time of placing the Order via the payment methods offered on the website.
6.4 You are responsible for ensuring the payment details you provide are correct and valid; you are responsible for any financial charges that may arise from failed or declined payments.
7. Delivery
7.1 We will deliver the Goods to the address you specify in your Order.
7.2 Estimated delivery times are [state lead time, e.g. “3-5 working days”] after dispatch, unless a longer period is stated on the website for that particular item.
7.3 Risk of damage to or loss of the Goods passes to you when we deliver them to you (or when you or a nominated person takes possession).
7.4 Title to the Goods passes to you once we have received payment in full.
7.5 If you fail to take delivery or provide adequate instructions we may charge you for storage or redelivery.
8. Returns, refunds and cancellations
8.1 If you are a consumer (not buying for business) you have rights under the UK’s distance-selling laws. You have a 14 calendar day cancellation period from the day after you (or someone you nominate) receives the Goods, during which you can cancel the Order without giving a reason.
8.2 To exercise your right to cancel you must inform us in writing (email to eternalwhisperskeepsakes@gmail.com) before the cancellation period expires.
8.3 You must return the Goods to us at your cost within 14 calendar days of informing us of cancellation. You are responsible for any diminished value of the Goods if they are handled more than necessary to establish their nature, characteristics and functioning.
8.4 We will refund you (including standard delivery cost paid by you) within 14 calendar days of receiving the returned Goods or evidence that you have returned them. We may hold the refund until we receive the Goods.
8.5 Exceptions: personalised or bespoke items (which have been customised to your specifications) are exempt from the right to cancel once the production process has begun. We will clearly indicate when this applies.
8.6 If the Goods arrive faulty or damaged you must inform us within [x] days. We will offer repair, replacement or refund as appropriate under your statutory rights.
9. Statutory rights
Nothing in these Terms will affect your statutory rights. Goods must be of satisfactory quality, fit for purpose and as described, under the Consumer Rights Act 2015.
10. Limitation of liability
10.1 Subject to clause 9, our liability to you is limited to the purchase price of the Goods.
10.2 We are not liable for any losses that are not a foreseeable consequence of a breach of this contract.
10.3 We do not exclude liability for death or personal injury caused by our negligence, or for fraudulent misrepresentation.
11. Intellectual property
All intellectual property rights in our website and the Goods remain with us or our licensors. You may not reproduce any content from our website without our written consent.
12. Faults and warranty
If the Goods develop a fault within [e.g. 30 days] and this is not due to misuse, we will (at our discretion) repair or replace or refund you. If the fault arises later you may still have a claim under your statutory rights.
13. Force majeure
We will not be liable if we are prevented from performing our obligations due to circumstances beyond our control (such as natural disasters, strikes, power failure, etc.).
14. Variation
We may revise these Terms from time to time. The version applicable to an Order is the one appearing on the website at the time you placed your Order.
15. Governing law and jurisdiction
These Terms are governed by English law and the parties submit to the non-exclusive jurisdiction of the English courts.
16. Contact details
Eternal Whispers Keepsakes
Email: eternalwhisperskeepsakes@gmail.com
Phone: 07966 933565
Address: Exmouth, Devon. Please email for more information
