Refund Policy

Returns, Refunds & Deposits Policy – Engravory
Last updated: June 2025

We are committed to delivering high-quality, personalised products and services. Please read the following carefully to understand our refund, cancellation, and deposit policies.

Cancellations

• Orders can be cancelled at least 3 days before the scheduled delivery or collection date by emailing: kirsty@engravory.com

• Custom orders with deposits are non-refundable, as agreed during the ordering process.

Refunds
Due to the handmade and customised nature of our products, refund requests are assessed on a case-by-case basis.
 
We do not offer refunds for:

• Personal preference or change of mind (e.g. “I didn’t like the design”)

• Digital downloads, once the file has been accessed or delivered

• Custom or personalised items, unless faulty or damaged

If your item arrives damaged or incorrect, please:

• Contact us within 48 hours of delivery at kirsty@engravory.com

• Include clear photos of the item and packaging

• Retain all original packaging for inspection

Approved refunds will be processed within 7–10 working days to the original payment method.
Refunds cannot be issued to an alternative account.


Delivery Disputes & Damage
All items are carefully packaged and photographed before dispatch.
Orders are shipped with tracking. In case of delivery issues:
 

• Royal Mail investigations for missing items begin 14 working days after the expected delivery date.

• We will assist in filing a claim if your parcel is lost or damaged in transit.
   

Under UK consumer law, we are responsible for the condition of the goods until received by you.

Digital Products
Digital downloads are non-refundable once delivery has started.
By purchasing a digital item, you agree to waive your 14-day cancellation right under the Consumer Contracts Regulations.

Custom Orders
We do not accept returns or provide refunds for:
 

• Items made to your brief

• Custom engraving

• Made-to-order or personalised products
   

Exceptions may apply only if the item arrives damaged or faulty, in which case Section 2 applies.

Deposits & Payment Terms

• Custom orders require a 50% non-refundable deposit at time of booking.

• Orders placed within 3–5 days of collection must be paid in full upfront.

• No orders will be processed until payment is received.

• Final balances must be paid before dispatch or collection.

• We accept payment via Square online or invoice only. We do not accept cash.

Contact
If you have any questions about refunds, cancellations, or deposits, please contact:
kirsty@engravory.com