Terms & conditions
Version 1.1 - Last updated: 7 July 2026
This version is prepared for publication on ilosya.com and applies to orders placed via Ilosya.
1. Identity of the trader
Ilosya is a trade name of DevelopTrend.
DevelopTrend, trading under the name Ilosya, is established at Verlengde Poolseweg 16, 4818 CL Breda, The Netherlands.
Chamber of Commerce number: 20158964
VAT number: NL002196079B82
Email: support@ilosya.com
Website: ilosya.com
2. Definitions
In these Terms and Conditions, the following terms have the meanings set out below:
• Ilosya: DevelopTrend, trading under the trade name Ilosya;
• customer: any natural person or legal entity placing an order via ilosya.com;
• consumer: a natural person acting for purposes outside their trade, business, craft or profession;
• product: any item offered by Ilosya, including cremation pendants, memorial jewellery, chains, accessories and gift cards;
• personalised product: a product made or adapted according to the customer's specifications, including products with a photograph, fingerprint, handwriting, paw print, text, date or other personal engraving;
• personal file: any file or image provided by the customer for personalisation, including photographs, fingerprints, handwriting, paw prints, texts, illustrations and other images.
3. Applicability
These Terms and Conditions apply to all offers, orders, deliveries and agreements via ilosya.com and all related language versions.
By placing an order, the customer agrees to these Terms and Conditions.
For consumers, these Terms and Conditions apply only to the extent that they do not derogate from mandatory consumer protection law to the detriment of the consumer.
If additional product or promotional terms apply alongside these Terms and Conditions, they will be made available before or during the ordering process.
4. Offers and product information
Ilosya describes the products offered as completely and accurately as possible.
Product images, example engravings and lifestyle images are for illustrative purposes. Minor deviations in colour, engraving, positioning, finish, dimensions, material structure or screen display do not constitute a defect, provided such deviations are reasonable and do not affect the normal use of the product.
Because many products are manually prepared and personalised, every final product may be unique.
The customer is responsible for checking the product choice, colour, size, chain length, text, date, font, uploaded file and other personalisation details before placing the order.
5. Formation of the agreement
The agreement is formed once the customer has completed the order and Ilosya has confirmed the order, unless Ilosya refuses the order for valid reasons or requires additional information in order to fulfil it.
Ilosya may refuse or suspend an order if:
• payment has not been received;
• the submitted files are unsuitable or incomplete;
• the order contains incorrect or incomplete information;
• there is suspected fraud, misuse or violation of laws or regulations;
• the product is unavailable.
If an order cannot be fulfilled, Ilosya will contact the customer and, where appropriate, offer an alternative, replacement or refund.
6. Prices, taxes and payment
All prices on the website include VAT unless expressly stated otherwise.
Any shipping costs, payment method surcharges or other additional costs are shown before the order is completed.
Orders are processed only after payment has been received or confirmed by the payment provider.
Ilosya may change prices. For orders already confirmed, the price agreed at the time of ordering applies, unless there is an obvious error that the customer should reasonably have recognised.
7. Personalisation and submitted files
For personalised products, the customer is responsible for the accuracy and usability of submitted texts, names, dates, photographs, fingerprints, handwriting, paw prints and other files.
Ilosya may technically edit submitted files for production, including cropping, scaling, improving contrast, removing backgrounds, optimising lines and positioning. These edits are intended to make the product suitable for engraving or production.
Ilosya reviews submitted files before production. If Ilosya expects that a file will not produce a good final result, Ilosya may ask the customer for a better file or additional information.
The customer remains responsible for the content of submitted files and guarantees that they do not infringe third-party rights and do not contain unlawful, discriminatory, offensive or otherwise inappropriate content.
Ilosya may refuse personalisation if, in Ilosya's opinion, it conflicts with laws or regulations, third-party rights or the values of Ilosya.
8. Production, delivery times and cancellation
Personalised products are made or adapted specifically for the customer.
Orders placed on business days before 12:00 PM (CET), fully paid and supplied with usable files, are usually personalised and dispatched on the same business day. This is a production target and not an absolute delivery guarantee.
If submitted files are unsuitable, information is missing or further coordination is required, production and delivery times may be extended.
Cancellation of a personalised product is no longer possible once production or preparation of the personalisation has started.
For non-personalised products, cancellation may be possible as long as the order has not yet been dispatched.
9. Delivery and shipping
Ilosya delivers orders to the delivery address provided by the customer or via the delivery method chosen by the customer.
The customer is responsible for providing correct and complete address details, email address and any additional delivery information.
Delivery times are indicative unless a binding delivery date has been expressly agreed.
The risk of loss or damage to the order remains with Ilosya until the product has actually been received by the consumer or by a third party designated by the consumer, other than the carrier.
If the customer chooses a carrier not offered by Ilosya, the risk passes to the customer once Ilosya has handed over the product to that carrier, to the extent permitted by law.
10. Missing shipments and transport damage
If a shipment does not arrive or is received damaged, the customer must notify Ilosya as soon as possible via support@ilosya.com.
Ilosya may ask the customer to reasonably cooperate with an investigation by the carrier, for example by providing photographs, statements or additional delivery information.
An investigation into a missing shipment can only be started while the relevant carrier still applies an investigation period. Ilosya therefore asks the customer to report a missing shipment as soon as it is noticed.
If the investigation shows that a shipment was lost during transport or was not delivered to the consumer, Ilosya will provide an appropriate solution. Because many products are made specifically for the customer, Ilosya will generally choose free replacement or reproduction.
If replacement or reproduction is not reasonably possible, or where required by law, Ilosya may offer another appropriate solution, including repair, credit or refund.
11. Cremation pendants, filling and use
Cremation pendants are supplied empty as standard, unless expressly agreed otherwise.
After delivery, the customer is responsible for carefully filling, closing, wearing, storing and caring for the cremation pendant.
Where applicable, Ilosya supplies a filling kit and instructions. It is important to follow these instructions carefully.
Damage caused by incorrect filling, excessive glue, incorrect sealing, dropping, impact, opening, forcing, contact with harsh chemicals or careless use is not covered by the commercial warranty, unless there is a statutory defect.
12. Right of withdrawal
Consumers generally have a statutory cooling-off period of 14 days after receiving a product purchased online.
Products made to the consumer's specifications or clearly personalised are excluded from the right of withdrawal, to the extent permitted by law. This includes personalised cremation pendants and products with a photograph, fingerprint, handwriting, paw print, name, date, text or other personal engraving.
Non-personalised products may be withdrawn within 14 days of receipt, provided that the product is returned complete, undamaged and, insofar as reasonably possible, in its original condition.
Digital gift cards may, where legally required, be withdrawn within 14 days as long as they have not been used or redeemed. If the customer expressly agrees to immediate digital delivery and acknowledges that the right of withdrawal may thereby be lost, the right of withdrawal may expire to the extent permitted by law.
Where the right of withdrawal applies, the consumer may exercise it via the withdrawal function on the website, via support@ilosya.com or by any unequivocal statement indicating that the consumer wishes to withdraw from the agreement.
13. Returns and refunds
After withdrawal, the consumer must return the product within 14 days, unless otherwise agreed.
The cost and risk of return shipping in the case of withdrawal are borne by the consumer, unless Ilosya states otherwise or the law provides otherwise.
Ilosya may withhold reimbursement until the product has been received or until the consumer has provided evidence that the product has been returned.
In the case of a valid withdrawal, Ilosya will refund the purchase amount and the standard outbound shipping costs. Any additional costs for a more expensive shipping method than the standard method will not be refunded.
If a returned product has diminished in value due to use beyond what is necessary to establish the nature, characteristics and functioning of the product, Ilosya may charge this depreciation to the extent permitted by law.
14. Legal conformity
Ilosya guarantees that products conform to the agreement, the specifications stated on the website and the reasonable expectations that a consumer may have.
The statutory rights of consumers always remain applicable and are not limited by these Terms and Conditions or by a commercial warranty.
If a product does not conform to the agreement, the consumer is entitled to an appropriate statutory remedy, such as repair, replacement or, where applicable, refund.
15. Commercial warranty
In addition to statutory rights, Ilosya offers a commercial warranty of 12 months on material and manufacturing defects of the product and 90 days on the quality of the engraving.
This commercial warranty does not affect the statutory rights of the consumer.
The commercial warranty does not cover:
• normal wear and tear;
• scratches, dents or damage caused by wearing or use;
• discolouration or wear caused by perfume, cosmetics, chlorine, salt water, cleaning agents or other chemicals;
• damage caused by dropping, impact, pulling, bending or forcing;
• damage caused by incorrect filling, opening, closing or sealing;
• damage caused by contact between a pendant and other jewellery or hard objects;
• damage caused by modifications or repairs by third parties;
• errors in texts, dates or files submitted by the customer.
For a warranty claim, Ilosya may request photographs, order details and a short description of the issue.
16. Complaints
Complaints can be submitted via support@ilosya.com.
Ilosya aims to respond to messages within 24 hours on business days and to handle complaints substantively within 14 days.
If a complaint requires more time, Ilosya will inform the customer within a reasonable period.
Customers are asked to describe a complaint as fully as possible and, where relevant, include photographs or other supporting evidence.
17. Privacy, personal files and AI
Ilosya processes personal data and personal files in accordance with the Privacy Policy and Cookie Policy of Ilosya.
Photographs, fingerprints, handwriting, paw prints and other personalisation files submitted by the customer are used only for performance of the agreement, customer service, warranty, repairs, quality control and repeat orders requested by the customer.
These files are never used for AI training, machine learning, commercial datasets, facial recognition, biometric analysis, profiling or sale to third parties.
Files may be retained for as long as reasonably necessary for warranty, repairs, customer service, quality control, repeat orders requested by the customer, dispute handling or legal obligations.
18. Marketing use and reviews
Personalised designs, photographs, handwriting, fingerprints, paw prints and other personal files will not be used for marketing, website, social media or advertising without the customer's prior consent where recognisable personal data or images are visible.
Ilosya may invite customers to leave a review after delivery. A review is published or processed only in accordance with the applicable privacy policy and the terms of the review platform used.
19. Intellectual property
All rights to the website, texts, product photos, designs, images, logos, trade names and other content of Ilosya belong to Ilosya or its licensors.
It is not permitted to copy, distribute, modify or commercially use Ilosya content without prior written permission.
The customer guarantees that submitted files do not infringe intellectual property rights, portrait rights, privacy rights or other third-party rights.
The customer indemnifies Ilosya against third-party claims arising from files or instructions submitted by the customer, to the extent permitted by law.
20. Gift cards
Ilosya gift cards are valid for 2 years from the date of issue, unless mandatory law requires a longer validity period.
Gift cards can be used for purchases on ilosya.com and do not entitle the holder to payment in cash.
A gift card cannot be used to purchase a new gift card, unless Ilosya allows otherwise.
Ilosya is not liable for loss, theft or unauthorised use of a gift card, unless this results from an attributable failure by Ilosya.
21. Liability
Ilosya is liable in accordance with the law.
To the extent permitted by law, Ilosya is not liable for indirect damage, consequential damage, loss of profit, missed savings, emotional damage or damage caused by incorrect use of the product.
Nothing in these Terms and Conditions limits or excludes liability for damage that may not be excluded or limited by law, including liability in cases of intent or deliberate recklessness.
22. Force majeure
Ilosya is not obliged to fulfil obligations if performance is temporarily or permanently prevented by circumstances beyond its reasonable control.
Force majeure includes, among other things, disruptions at carriers, payment providers or platforms, internet outages, fire, theft, water damage, illness, staff shortages, government measures, war, strikes, natural disasters, import or export restrictions and other unforeseen circumstances.
If force majeure continues for longer than is reasonably acceptable, either party may terminate the agreement for the part not yet performed, without any right to additional compensation.
23. Changes and obvious errors
Ilosya may amend these Terms and Conditions. The most recent version will be published on the website.
For orders already placed, the terms applicable at the time of ordering apply, unless a change is necessary under mandatory law.
Obvious errors or mistakes in prices, product information, texts or images do not bind Ilosya if the customer could reasonably have understood that an error had occurred.
24. Governing law and disputes
Agreements with Ilosya are governed by Dutch law.
For consumers, this choice of law does not affect the protection provided by mandatory law of the country in which the consumer resides.
The parties will first try to resolve disputes by mutual consultation.
If a dispute cannot be resolved by mutual consultation, it may be submitted to the competent court.
25. Final provisions
Together with the Privacy Policy, Cookie Policy, Return & Refund Policy and Shipping Policy, these Terms and Conditions form the legal framework for orders via Ilosya.
If any provision of these Terms and Conditions is invalid or unenforceable, the remaining provisions remain fully effective. The parties will replace the invalid provision with a valid provision that reflects the purpose and intent of the original provision as closely as possible.
In the event of differences between translations of these Terms and Conditions, the Dutch version prevails.