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© 2018 Keepsake by Ryo. Acra Registered Unique Entity Number (UEN): T16LL0254J.
Defect/Warranty Activation and Refund Policy
Process
In the event of defect, kindly take a picture of the affected area and send it to us via email at hello@keepsakebyryo.com. We will assist you with a diagnosis of the affected area accordingly. In the event that recasting is necessary, kindly send back the item to us together with the warranty card and a note specifying the defective area. An email will be sent to you once we receive your defective item and rectification will be carried out immediately. Upon completion of the item, an email will be sent to you for the collection of your item. You can choose for us to mail you your item or collect the rectified item, via our meeting point at Blk 546 Jurong West Street 42 Singapore 640546 Void deck area every Friday from 7pm-9pm.
Refunds will be made on a case by case basis subjected to the sole discretion of the company as unscrupulous competitors have been known to buy a 1000 items and ask for refund the moment we incur cost to manufacture those items. Till date we have never rejected any legitimate request for refund/remake. All items made with 18k solid gold or 14k solid gold will not be entitled to a refund, however we will assist you with defect rectification works, if any. Your breastmilk inclusion will be retained for a period of 1 month upon the date of dispatch for defect rectification purposes. All excess umbilical cord, hair and other inclusions will be returned together with the completed item. For warranty activation after the 1st month from the date of dispatch, kindly send us breastmilk inclusion to remake your item.
Defect/Warranty Coverage
We provide repairs and one to one replacement for hardware and worksmanship defects within 14 days notice upon the dispatch of item. A warranty of 1 year will be given on the discolouration of breastmilk components from the date of dispatch. Do note that the item is made of resin and all resin will become slightly yellow over time due to UV exposure. Breastmilk discolouration is when patch of reddish brown spots occur, as bacteria do not decay uniformly. Please note that we will not be liable for any misplacement, abuse, accident, wear & tear and improper usage of the item. As the items are handmade, we reserve the right to ascertain if the defect is eligible for repair/one to one replacement. The rectification process will take approximately 14 weeks and we email you upon completion of your defective item. There will be no additional delivery charges for defective items. All DIY KITS are not entitled to refunds and remakes as we are not involved in the making process hence we cannot control the outcome of the product.
Return Shipping
Kindly send your item(s) to "My Mail Box 884038 Singapore 919191". You will be responsible for paying for your own shipping costs for returning your item. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. In the event of lost parcel, kindly show us the proof of lost parcel from your shipping company and we will proceed to recast your item for you.
Blacklist
In cases where there is a difference in expectation of a handmade item in comparison to a machine made item, abuse of staff and unscrupulous competitors, we reserve the right to offer a full refund on a case by case basis and restrict present and future service (Blacklist) at any point of time to any customer found with expectations beyond the possibilities of a handmade product or with intention to abuse. Such expectations and intentions are determined by the company at its sole discretion. Blacklisted customers will also be restricted from purchasing any items in the future. Also, all breastmilk inclusion will not be returned to protect the interest of the company as the treatment process is top secret.
Gifts/ Accessories
If the item was marked as a Gift/Free Accesories when purchased and shipped directly to you, you’ll not be entitled to any form or Defect/Warranty Activation.
(Upon purchasing you will be deemed to accept all of the above policies without reservations.)
PERSONAL DATA PROTECTION POLICY
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SECTION 1 - WHAT DO WE DO WITH YOUR INFORMATION?
When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address. When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system. Email (if applicable): Upon purchasing you will be deemed to grant us permission to send you emails for the confirmation of purchase, the receipt of your inclusions, the shipping of your product and other correspondence for all purpose related to the making and delievery of your product.
SECTION 2 - CONSENT
How do you get my consent?
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for reasons related to the making and delivery of your ordered product only.
How do I withdraw my consent?
If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at hello@keepsakebyryo.com or mailing us at:
Keepsake by Ryo
My Mail Box 884038
Singapore 919191
But do note that by doing so, we may not be able to contact you or use your personal information example: address, for the purpose of delivery and your product may not reach you accordingly.
SECTION 3 - DISCLOSURE
We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.
SECTION 4 - SHOPIFY
Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.
Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.
Payment:
If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted. All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.
PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers. For more insight, you may also want to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy).
SECTION 5 - THIRD-PARTY SERVICES
In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us. However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.
For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers. In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.
As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act. Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.
SECTION 6 - SECURITY
To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed. If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.
SECTION 7 - COOKIES
Here is a list of cookies that we use. We’ve listed them here so you that you can choose if you want to opt-out of cookies or not.
_session_id, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc).
_shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visits
_shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer.
cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart.
_secure_session_id, unique token, sessional
storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.
PREF, persistent for a very short period, Set by Google and tracks who visits the store and from where
SECTION 8 - AGE OF CONSENT
By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.
SECTION 9 - CHANGES TO THIS PRIVACY POLICY
We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.
If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.
QUESTIONS AND CONTACT INFORMATION
If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at hello@keepsakebyryo.com or by mail at
Keepsake by Ryo
[Re: Privacy Compliance Officer]
My Mail Box 884038
Singapore 919191
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TERMS AND CONDITIONS
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OVERVIEW
This website is operated by Keepsake by Ryo. Throughout the site, the terms “we”, “us” and “our” refer to Keepsake by Ryo. Keepsake by Ryo offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.
By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.
Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. These Terms of Service are considered an offer together with the purchase of your desired item, acceptance is deem given through your act of purchasing in the form of payment made.
Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.
Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.
SECTION 1 - ONLINE STORE TERMS
By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.
You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).
You must not transmit any worms or viruses or any code of a destructive nature.
A breach or violation of any of the Terms will result in an immediate termination of your Services.
SECTION 2 - GENERAL CONDITIONS
We reserve the right to refuse service to anyone for any reason at any time.
You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.
You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express written permission by us.
The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.
SECTION 3 - ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION
We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk.
This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.
SECTION 4 - MODIFICATIONS TO THE SERVICE AND PRICES
Prices for our products are subject to change without notice.
We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.
We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.
SECTION 5 - PRODUCTS OR SERVICES (if applicable)
Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to exchange only according to our Defect/Warranty Activation Policy.
We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any color will be accurate.
We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.
We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected. Only warranty provided will be covering any discolouration of the breastmilk component only with a validity period of 6 months from the delivery of your product.
SECTION 6 - ACCURACY OF BILLING AND ACCOUNT INFORMATION
We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.
You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.
For more detail, please review our Defect/Warranty Activation Policy.
SECTION 7 - OPTIONAL TOOLS
We may provide you with access to third-party tools over which we neither monitor nor have any control nor input.
You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.
Any use by you of optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).
We may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms of Service.
SECTION 8 - THIRD-PARTY LINKS
Certain content, products and services available via our Service may include materials from third-parties.
Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties.
We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.
SECTION 9 - USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS
If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.
We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.
You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libelous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e-mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.
SECTION 10 - PERSONAL INFORMATION
Your submission of personal information through the store is governed by our Personal Data Protection Policy. Please view our Personal Data Protection Policy accordingly..
SECTION 11 - ERRORS, INACCURACIES AND OMISSIONS
Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).
We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.
SECTION 12 - PROHIBITED USES
In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.
SECTION 13 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY
We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free.
We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.
You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you.
You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.
In no case shall Keepsake by Ryo, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.
SECTION 14 - INDEMNIFICATION
You agree to indemnify, defend and hold harmless Keepsake by Ryo and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.
SECTION 15 - SEVERABILITY
In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.
SECTION 16 - TERMINATION
The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.
These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.
If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).
SECTION 17 - ENTIRE AGREEMENT
The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.
These Terms of Service and any policies or operating rules posted by us on this site or in respect to The Service constitutes the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).
Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.
SECTION 18 - GOVERNING LAW
These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of Singapore.
SECTION 19 - CHANGES TO TERMS OF SERVICE
You can review the most current version of the Terms of Service at any time at this page.
We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.
SECTION 20 - DURATION OF MAKING THE PRODUCT
You agreed that the duration for making of your product can reach up to a maximum of 4 months. The average duration ranges from 2 to 14 weeks. Waiting times may be longer during holiday periods, and depending on the complexity of your order. The waiting period can also be affected by a myraid of other factors such as low hardware stock and holiday periods. Please understand that each piece is individually handcrafted and will usually be re-cast if the piece is not up to the maker's personal standards.
SECTION 21 - CHANGES TO ORDER AFTER CONFIRMATION
You agree that a $30 administrative fee will be charged for any changes made. Do note that upon receiving your inclusions, we will send a confirmation email upon receiving your inclusions and no changes can be made after that.
SECTION 22 - INCLUSION DELIVERY
You have agreed that all inclusions will be delivered through mail/registered mail only to the address of My Mail Box 884038, Singapore 919191. Upon completion of your handmade product, the item will be delivered to you via registered mail only. You will not hold Keepsake by Ryo liable for any loss occurred during the delivery process.
SECTION 23 - DISCOUNTS, PROMOTIONS, AND LUCKY DRAW
You have agreed that all discounts/promotions/lucky draw cannot be used in conjunction with other discounts/promotions/lucky draw.
SECTION 24 - FREE GIFTS, FREE ACCESSORY AND ANY OTHER FREE ITEMS
You have agreed that all free gift, is given by the drafter on a goodwill basis and by no means alter your desire to purchase any item. As free gifts are given subjected to availability, Keepsake by Ryo reserve the rights to replace/remove/swap any free gifts provided.
SECTION 25 - PICTURES OF FINISHED PRODUCTS
You have agreed to allow Keepsake by Ryo, to take pictures of your finished product for marketing purposes, through any form that the drafter prefer.
SECTION 26 - RETENTION OF INCLUSION/INCLUSIONS
You have agreed upon purchase that all inclusions sent to "Keepsake By Ryo" will be deemed as given to "Keepsake by Ryo" and "Keepsake by Ryo" will have all rights to keep the inclusions and used it for the purpose of making the Jewellery, defect rectification and warranty activation or whichever purpose that they deemed fit. You have agreed that under no circumstances will the inclusions be returned back to you.
All breastmilk inclusion will be treated and retained by Keepsake By Ryo for a period of 1 month upon dispatch of your item before being disposed away. Excess Hair, umbilical cord, placenta and other inclusions may be returned back upon completion together with the purchased item at the discretion of "Keepsake by Ryo" if there is any remaining after making and defect rectification of the ordered jewellery.
SECTION 27 - DELIVERY/ SHIPPING POLICY
All completed items will be shipped using trackable mail for both local (Singapore) and international customers. The tracking number and shipping company official website will be emailed to you upon dispatch of your item. For orders with items under the "Heirloom" collection, shipping will be done by registered mail for local customers and registered airmail with receipt acknowledgement for international customers, to ensure absolute safety on your purchase. The shipping waiting period for local customers range from 3-5 working days, while international customers range from 3–14 working days. We are not responsible for shipping issues arising due to improper/incorrect input of address. In the event of lost parcel, kindly sent us a screenshot of the lost parcel confirmation by the shipping company and we will make arrangement to resend/remake for all non-heirloom items.
In the unlikely event that the package is delivered to the customer chosen address and signed or marked delivered by the shipping/delivery company. If you the customer then disputes he/she has actually received the package the dispute will then be between yourself and the courier/shipping company as if we try to assist as we have done in the past the courier/shipping company will simply refer to the tracker and point out it was signed/delivered.
So the customer will have to take up this dispute with the courier/shipping company and request a "denial of service" receipt which shows us that the courier/shipping company acknowledges and accepts they were at fault somehow and the parcel was either lost or stolen, once you get this and forward to us we will remake and ship again.
SECTION 28 - CONTACT INFORMATION
Questions about the Terms of Service should be sent to us at hello@keepsakebyryo.com.
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(Upon purchasing you will be deemed to accept all of the above policies without reservations.)
