Refund policy

Returns & Refund Policy

Last updated: 8 September 2026

At Engraved by Chris, we take care to make each order according to the details provided by the customer. This Returns & Refund Policy explains when returns, refunds and replacements are available.

Nothing in this policy affects your statutory rights as a consumer under applicable UK consumer protection law.

1. Personalised and Engraved Items

Because personalised and engraved products are made specifically to your requirements, personalised or engraved items cannot normally be returned or refunded simply because you have changed your mind.

This includes products personalised with names, text, dates, photographs, images, logos, artwork or other customer-provided details.

Please carefully check all spelling, dates, wording, images and other personalisation details before submitting your order.

This does not affect your legal rights if the product is faulty, damaged, not as described, or does not match the order you placed.

2. Non-Personalised Items

For products that are not personalised or made to your specific requirements, you may have the right to cancel your order within 14 days of receiving the goods, subject to applicable consumer law.

If you wish to return an eligible non-personalised item, please contact us through the Contact Us form on our website within 14 days of receiving it.

Unless the item is faulty, damaged or incorrect, you may be responsible for the cost of returning the item.

Returned goods should be unused and in their original condition, where reasonably possible.

3. Damaged Items

If your order arrives damaged, please contact us through the Contact Us form on our website as soon as possible after delivery.

Please provide details of the damage and, where possible, photographs showing the condition of the item and packaging.

Where an item has been damaged before or during delivery, we will assess the issue and, where appropriate, offer you either:

  • A replacement; or

  • A full refund.

We may ask for photographs or other information to help us investigate the issue.

4. Incorrect or Faulty Engraving

If there is an error with the engraving or personalisation that was caused by Engraved by Chris, please contact us through the Contact Us form on our website as soon as possible.

This may include:

  • Incorrect spelling where the order was submitted correctly.

  • Incorrect personalisation.

  • The wrong design or image being used.

  • An engraving that does not match the order placed.

  • A significant manufacturing or engraving defect.

Where the issue is our responsibility, we will offer you either:

  • A replacement; or

  • A full refund.

If the error resulted from incorrect information, spelling, artwork or instructions supplied by the customer, the item may not qualify for a refund or replacement on that basis.

5. Items That Are Not as Described

If you receive an item that is materially different from the product described or ordered, please contact us through the Contact Us form.

We will assess the issue and, where appropriate, provide a suitable remedy, which may include a replacement or refund.

Your statutory consumer rights apply in these circumstances.

6. How to Request a Return, Refund or Replacement

To request a return, refund or replacement, please use the Contact Us form on the Engraved by Chris website.

Please include:

  • Your order number.

  • Your name.

  • Details of the issue.

  • Photographs where relevant, particularly for damaged or incorrect items.

We will review your request and let you know what happens next.

7. Refunds

Where a refund is approved, we will process the refund using the original payment method where reasonably possible.

The time taken for the refund to appear in your account may depend on your bank or payment provider.

Where a refund is provided because an item is faulty, damaged, incorrect or otherwise does not meet your legal consumer rights, we will not seek to exclude or restrict any refund or other remedy to which you are legally entitled.

8. Return of Goods

Where a return is agreed or legally required, we will provide instructions on how the item should be returned.

Please do not send an item back without contacting us first, as this may delay the processing of your return or refund.

9. Customer-Provided Information and Artwork

You are responsible for checking all personalisation information before placing your order, including:

  • Names and spelling.

  • Dates.

  • Messages or other text.

  • Photographs and images.

  • Logos and artwork.

  • Other instructions relating to your order.

We are not responsible for errors contained in information or artwork supplied by the customer where the product has been made in accordance with that information.

10. Statutory Rights

This policy does not limit or exclude any rights you may have under UK consumer protection law.

Where a product is faulty, not as described, not fit for purpose, or otherwise fails to meet applicable legal requirements, you may have additional legal rights and remedies.

Engraved by Chris

Website: engravedbychris.com