Returns & Refunds Policy

Last updated: 27th October 2026

At Engraved by Chris, our products are made to order using materials such as wood, slate, acrylic and mirrors.

We want you to be happy with your purchase. This policy explains what happens if an item arrives damaged, is faulty, or you change your mind.

1. Damaged, faulty or incorrect items

Please contact us if your item arrives damaged, is faulty, or is different from what you ordered.

Email us at [Your business email address] and include:

• Your order number.

• A description of the problem.

• Photographs of the item and any damage to the packaging, if possible.

We photograph our products before packing them. These photographs help us check the item's condition before dispatch and investigate any reported problems.

Where appropriate, we would prefer to arrange a replacement first. However, we will discuss the available options with you and respect your legal rights. Depending on the circumstances, you may be entitled to a repair, replacement or refund.

Your legal rights are not affected by this policy.

2. Personalised items

Some of our products can be personalised with a house number supplied by the customer.

Please check the house number carefully before placing your order.

Because these items are personalised, the usual right to cancel an online order simply because you have changed your mind generally does not apply.

However, this does not affect your legal rights if a personalised item arrives damaged, is faulty, is incorrectly personalised because of an error on our part, or does not match the description of the product.

3. Non-personalised items and change-of-mind returns

If you buy a non-personalised item online, you will generally have the right to cancel your order within 14 days of receiving it.

After telling us that you wish to cancel, you will normally have another 14 days to return the item.

To cancel an order, please email [Your business email address] and include your order number.

Unless an item is faulty or another legal exception applies, you will be responsible for the return postage costs if you were told about this before placing your order.

Please take reasonable care of the item while it is in your possession. If it has been handled more than necessary to check its nature, characteristics and functioning, a deduction for any resulting loss in value may be permitted by law.

4. Refunds

If you are entitled to a refund, we will explain the next steps.

Refunds will normally be made using the original payment method, unless we agree otherwise.

We will process refunds within the time limits required by law.

5. Contact us

If you have a question about a return, refund or damaged item, please contact us:

Business name: Engraved by Chris
Email: support@engravedbychris.com
Business contact address: 312 Lanchester Way, Birmingham, B36 9LT

We will do our best to help resolve any issues fairly and in accordance with UK consumer law.