Returns & Refunds
General cancellation, return and refund information for standard and personalised products.
Last updated 20 September 2026
We hope you love your order. This policy explains our general approach and does not limit any rights you have under consumer law.
Changing your mind about standard products
For eligible products bought online, you may tell us that you wish to cancel within 14 days after receiving the goods. You then have a further 14 days to send the goods back. Please contact us before returning anything so we can provide the correct return instructions.
Returned goods should be securely packaged and kept in their original condition as far as reasonably possible. You may examine an item as you would in a shop, but we may reduce a refund if handling beyond that has reduced its value. Unless the product is faulty or we agree otherwise, you are responsible for return postage.
Personalised and made-to-specification products
The change-of-mind cancellation right may not apply to goods made to your specification or clearly personalised for you, such as a laser engraving created from your photograph, name or unique design. We will make this clear before purchase where it applies. This exception does not affect your rights if the product is faulty, damaged or not as described.
Faulty, damaged or incorrect items
Contact us as soon as possible with your order number, a description of the issue and clear photographs where appropriate. Depending on the circumstances and your legal rights, we will arrange a repair, replacement, price reduction or refund and will cover reasonable return costs where required.
Refund timing
For an eligible change-of-mind return, we will issue the refund within 14 days after receiving the goods back or receiving acceptable evidence that they were sent back, whichever is earlier. The refund includes the standard outbound delivery charge where required by law, but not any extra amount paid for an enhanced delivery service. Refunds are made to the original payment method unless we agree otherwise.
Cancelling before dispatch
Contact us promptly if you need to cancel. We will try to help, but personalised production may begin soon after an order is accepted and cancellation may no longer be available once work on a bespoke item has started, subject to your legal rights.