Cancellations & refunds.
We understand that circumstances can change. Email support@infinitylife.uk with your order reference if you need help. These terms describe consumer orders; agreed funeral-home trade terms may differ.
Before your kit is dispatched
You can cancel for a full refund at any time before we dispatch your collection kit, including while you are waiting for a pre-order. We do not deduct a cancellation or administration fee from this refund. Email support@infinitylife.uk with your order reference and a clear request to cancel. You do not need an InfinityLife account.
After your kit is dispatched
Our voluntary change-of-mind cancellation offer ends when the collection kit is dispatched. Any statutory cancellation right still applies: dispatching the kit does not automatically end a cooling-off period. Please contact us before sending any ashes if you wish to cancel. Where a statutory cancellation is valid, we explain the refund and any return arrangements; we do not apply an automatic forfeiture of the full order price.
Statutory cooling-off rights
Online service contracts normally have a 14-day cancellation period starting the day after the contract is made. Rules for goods and digital content can differ, including periods measured from delivery of goods. Any longer cancellation period that applies by law is preserved. Where the law requires an express request to start a service during a cooling-off period, or express consent and acknowledgement before early digital supply removes a cancellation right, we must obtain and confirm that separately. A general agreement to these terms does not itself provide that express request or consent. Only lawful, proportionate charges may apply for services properly requested and supplied before a valid cancellation.
Your final, individual photograph
Every photograph is created from the sample supplied and is selected and checked by the studio. Colours, patterns and composition vary with the ashes and the imaging process. There is no customer proof-approval stage or promise that a result will match a website illustration. Once your final photograph is supplied, we do not offer discretionary change-of-mind refunds because you would prefer a different colour, pattern or composition. The personal nature of the experience does not remove your statutory rights.
If something is wrong
Please contact support@infinitylife.uk if the service was not supplied, was not carried out with reasonable care and skill, or the image is faulty or not as described. We assess the problem and provide the remedy required by law, which can include correction, repeat performance, a price reduction or a refund where applicable. We do not use a no-refunds statement to exclude these rights.
How refunds are made
Where a refund is due, we return it to the original payment method without an administration fee. For a cancellation covered by our before-dispatch offer, we issue the refund within 14 days of receiving the cancellation request. Statutory refunds follow the applicable legal time limits, including any rules concerning the return of goods. Your bank may take additional time to display the credit.
Pre-orders, delays and gifts
Pre-orders reserve priority kit dispatch when dispatch begins. There is currently no confirmed dispatch date; we will share a clearer timeline when available. Payment is taken in full. You can cancel for a full refund before kit dispatch, and statutory delivery and cancellation rights remain in place. If we cannot fulfil your order, we will refund it. A gift follows the same policy, and the refund goes to the buyer’s original payment method. The four-week photography turnaround starts when your sample reaches the studio.
A cancellation message you can use
Email support@infinitylife.uk: “To PIXELPARTY GROUP LTD, trading as InfinityLife: I give notice that I wish to cancel my order. Order reference: [reference]. Ordered on: [date]. Customer name: [name]. Customer address: [address]. Date of this notice: [date].” This wording is optional; any clear cancellation notice is acceptable. Please do not include payment-card details or send a sample with your notice.
If a sample is already with us
Tell us immediately if you need to discuss stopping an order after a sample has been sent. We will explain the work already carried out, your applicable rights and safe return arrangements. We do not discard an entrusted ashes sample as a consequence of a cancellation request.