Return and Refund Policy

At Etch 'N' Shine, we want you to be happy with every purchase. If something isn't right, here's how our refund and return process works.

Eligibility for returns and refunds

1. Personalised or custom products

   • Because these are made to order, refunds or returns are only accepted if the product is defective or arrived damaged.
   • Errors in personalisation caused by the customer (for example, incorrect spelling or design details) are not eligible for refund or return.

2. Non-custom products

   • Non-personalised items can be returned within 14 days of receipt for a full refund, provided they are unused, in their original condition, and in the original packaging.
   • This reflects your right to cancel non-custom orders within 14 days of delivery under the UK Consumer Contracts Regulations. This right does not apply to personalised or custom-made products.

Defective or damaged products

• If your product arrives damaged or defective, email us at info@etchnshine.com within 7 days of receiving your order.
• Include your order number, a description of the issue, and clear photos of the product and its packaging.
• Once your claim is reviewed and approved, we will replace the item or issue a full refund.

Process for returns

1. Contact us: Email info@etchnshine.com with your order number and reason for the return.
2. Return authorisation: Once approved, we will provide instructions for returning the item.
3. Return shipping:
   • For defective or damaged products, we cover the return shipping cost.
   • For other eligible returns, the customer is responsible for return shipping.
4. Refund processing:
   • Refunds are processed to the original payment method within 5–10 business days after the returned item is received and inspected.

Non-refundable items

• Gift cards
• Personalised or custom products (unless defective or damaged)
• Items returned outside the return window above

Exchanges

We do not offer direct exchanges on personalised items. If you'd like a different product, return the original item (if eligible) and place a new order.

Need assistance?

For questions or concerns, email us at info@etchnshine.com.

See also: Shipping Policy · Terms of Service · Privacy Policy · Contact Us