As per Consumer Rights Directive 2011 (CDR), you have the right to cancel an order within 14 days of receipt of goods, and have the obligation to return it back to us within 14 days after you have notified us of your intention to cancel the order. To action this, you will need to inform us by email / letter within 14 days of receipt to receive a RMA number and further instructions. This right does not apply to engraved service products (see below).
The right to cancel “Bespoke” orders such as Engraved products is removed, unless we have made an error on our service, or the standard of the work performed is deemed to be unsatisfactory by both parties. In this case you will have the full rights as laid down by the Consumer Rights Directive 2011. You will be required to agree to the Terms and conditions of Opting out of the CDR at the checkout. This gives us explicit permission to start and complete the work within the cancellation period.
When you send your item back to us (using our return form and RMA we have given you), we’ll process the returned item then notify you via e-mail of your refund you within 14 days of receipt back to us. You can expect a refund in the same form of payment originally used.
Should the items be received back in poor condition, we have the right to deduct a fair charge for the damage or wear and tear from the refund.
We will refund:
- The cost of the product incl. Vat if applicable. Where you are returning an item that was part of a larger order, we’ll refund the per-item charge for outbound delivery that you incurred in the checkout (if applicable).
- The cost of Standard outbound shipping to you from our warehouse. (The cost of the express shipping premium shall not be refunded). In instances where the standard shipping was free, we shall not refund the cost of the upgraded shipping service as CDR permits.
- Make a reasonable deduction for any damage / wear and tear to the product returned.
- Your cost of standard shipping back to us only where we shipped an item to you in error or the item was damaged on receipt.
It should be noted the cost of returning the goods back to us for “change of mind” cancellation shall be borne by the buyer. We recommend you return your items by standard post to reduce cost. It’s advisable to request a certificate of shipment, or tracked service where cost of goods are high. The cost of shipping items varies from country to country, but as a rough guide we estimate the cost to return an average case back to us from UK on standard 2nd class post would be:
Small parcel – £3, Medium Parcel (Tracked) – £5, Large parcel Tracked – £8
Outside UK – would vary country to country,
Estimate EU – EUR 4 for small parcels to EUR 10 large parcels
USA – USD 6 small parcels to USD 12 large parcels
Where we have agreed to pay the cost of standard shipping back to us due to a wrong item / defective item being shipped, we will pay EUR 4 / USD 6 effectively postage compensation.
Should your item qualify for return, please contact our customer service on firstname.lastname@example.org for detailed instruction.
Our team will issue you with a RMA and instruction on how to return the goods back to us.
For goods that were shipped to you as a “Wrong item” or “Damaged ” item, we have the right to refuse refunding standard shipping if you did not contact us first to obtain a RMA before returning the goods
For more information about your other statutory rights, please visit the Department of Trade and Industry’s Consumer Gateway website at: