Terms & conditions
Please read these ordering terms before continuing to payment. They explain the experience you are arranging and the care of the sample you entrust to us.
Who we are
InfinityLife is a trading name of PIXELPARTY GROUP LTD, registered in Scotland under company number SC854567. Our website is infinitylife.uk. For support, cancellations, complaints, data protection or deletion requests, contact support@infinitylife.uk.
The experience you are ordering
Your checkout total covers the collection kit, included UK sample postage, specialist photography of one small ashes sample, one final high-resolution digital photograph, its Certificate of Authenticity and return of the submitted sample. Optional additions are included only when you choose them and they appear in your order total.
Permission to arrange the experience
By agreeing to these terms, you confirm that you are authorised to arrange this experience, either yourself or with the permission of the family or person responsible for the ashes. Only someone authorised to supply the ashes should send the sample. For a gift, arrange this permission before any sample is sent; the recipient does not need to be contacted by us.
A final photograph, unique to the sample
Every photograph is created from the sample supplied for its order. Colours, details and composition depend on the sample and our imaging and lighting process. The studio selects and checks one final photograph. There is no customer proof-approval stage or guarantee of particular colours or a match to website imagery. Website illustrations are not customer results. This does not limit your rights if the service or delivered image is faulty or not as described.
Payment and pre-orders
The full checkout total is paid when you place your order. A pre-order reserves priority collection-kit dispatch when dispatch begins. There is currently no confirmed kit-dispatch date. We will email you when a clearer timeline is available and again when your kit is sent. You may cancel for a full refund at any time before kit dispatch. Pre-order status does not remove your statutory delivery or cancellation rights. The four-week photography turnaround begins when the studio receives your sample, not on the purchase date or kit-dispatch date. Gift pre-orders follow the same timeline.
Sending and returning the sample
Use the labelled vial, packaging and instructions supplied with your collection kit. Send only the requested small amount and keep the remainder safely at home. We use the delivery address entered at checkout for the collection kit and return of the submitted sample. Contact us before sending if the return address needs changing.
Gifts and funeral-home orders
Gift collection kits go to the buyer to give personally. Confirmations, order updates and the finished digital photograph go to the buyer. For trade orders, the funeral home is the payer and receives order communications; the family contact and delivery details remain with the order.
Certificates and private access
The Certificate of Authenticity links the final photograph to the sample reference recorded by the studio. It is not a DNA or biological identity test. The photograph and certificate are supplied digitally. Keep your private access link secure; an InfinityLife account is optional.
Cancellations, refunds and your rights
You may cancel for a full refund before your collection kit is dispatched. After dispatch, our voluntary change-of-mind cancellation offer ends, but any statutory cancellation rights continue to apply. Kit dispatch alone does not remove a statutory cooling-off right. Once your final photograph is supplied, we do not offer discretionary refunds because you change your mind or would prefer a different appearance. Your rights if the service or digital photograph is faulty, not supplied or not as described remain unaffected. See our cancellations and refunds policy, or email support@infinitylife.uk with your order reference.
Your photograph and download access
Save a copy of your photograph and certificate after delivery. We provide download access for at least 12 months after the photograph is issued. This is not a permanent archival service. We will contact you before a planned removal that would end your download access. Our privacy policy explains how we review and retain photographs and order records.
The terms that apply to your order
These ordering terms are version 2026-11-11.2. New orders record this version when you agree at checkout. A later policy change does not retrospectively remove the rights or promises attached to an earlier order.