Return and Refund Policy

This policy explains change-of-mind returns and what to do if an order arrives faulty, damaged or different from its description. Your statutory rights are not affected.

Our 30-day return offer

You may return an unpersonalised item within 30 days of receipt under our voluntary return offer. It must be unused and returned in the same packaging. You pay the return postage for a change-of-mind return.

Email info@etchnshine.com with your order number before returning an item so we can provide the return instructions.

Your cancellation rights for online orders

For eligible goods bought online, you can tell us that you wish to cancel within 14 days after receiving them. You then have a further 14 days to return them. You may inspect the goods as you would in a shop. The unused and packaging conditions of our voluntary offer do not restrict these statutory rights.

For a qualifying cancellation, we refund the item price and the cost of standard outbound delivery. Any extra amount paid for a more expensive delivery option is not included. You pay the direct cost of returning goods when this was explained before the order. A deduction may apply if handling beyond what is needed to inspect the goods has reduced their value.

Personalised and custom-made items

We do not accept change-of-mind returns for goods made to your specifications or clearly personalised for you. Please check names, dates and artwork carefully before ordering. Errors in personalisation caused by you, such as incorrect spelling or design details, are not eligible for refund or return. This exception does not remove your rights if an item is faulty, damaged or not as described.

Non-refundable items

• Gift cards
• Personalised or custom-made products, unless faulty or damaged

If something is wrong with your order

Please email us as soon as possible, preferably within 24 hours of receipt, with your order number and a description of the problem. Photographs of the item and packaging can help us investigate. The 24-hour request helps us respond promptly; it is not a deadline that removes your legal rights.

We aim to resolve damage or faults with a replacement where appropriate. Depending on the circumstances, you may also have a right to a repair, price reduction or refund. We will not require you to accept a replacement where the law gives you another remedy. We cover reasonable return postage where goods are faulty, damaged or not as described.

Refunds

Refunds are made to the original payment method. For a statutory cancellation of goods, we refund within 14 days after receiving the returned goods or, if earlier, evidence that you have sent them back. Other refunds are handled within the period required by law.

Changes and design services

If you need to change an order, email us as soon as possible. What can be changed depends on the work already completed. Separately charged artwork preparation is covered by the AI Design Policy and any applicable service cancellation rights.

For help, contact Etch 'N' Shine.