Refund Policy

5. Returns, Refunds & Replacements

5.1 Bespoke & Personalised Products

As all of our products are made to order and personalised to your specifications, we do not accept returns, refunds, or exchanges for personalised or custom-made items where:

• You have changed your mind after placing your order.
• Incorrect spelling, names, dates, messages, or other personalisation details were provided by you.
• You approved artwork or design proofs containing errors before production.

Please check all personalisation details carefully before submitting your order, as they will be engraved exactly as provided.

5.2 Refunds & Replacements

We will gladly offer a replacement, repair, or refund where:

• The item is faulty or defective.
• The item has been damaged during delivery.
• The engraving or personalisation is incorrect due to an error made by EngravePro Solutions.

5.3 Reporting an Issue

If your order arrives damaged, faulty, or contains an engraving error, please contact us within 48 hours after delivery.

To help us investigate your claim, please provide:

• Your order number.
• A brief description of the issue.
• Clear photographs showing the damage or engraving error.

We will review your claim promptly and advise on the appropriate resolution.

5.4 Customer Responsibility

Customers are responsible for ensuring that all names, dates, messages, artwork, logos, and other personalisation details are accurate before placing an order.

EngravePro Solutions cannot accept responsibility for errors resulting from information supplied by the customer, including but not limited to spelling mistakes, incorrect dates, incorrect artwork, or other personalised content.