Refund policy

RETURNS

CANCEL ORDER - Before Dispatch

Please contact us within 2 hours of completing your purchase, via email to info@fengravedcreations.co.uk with your order details and your order will be cancelled and your refund initiated.

CANCELLATIONS/UNWANTED ITEMS - After Dispatch

We offer our customers a 14-day return policy, starting from the day you receive your item, as required by UK law.

** Before sending your return, please contact us at info@fengravedcreations.co.uk - to ensure that we are aware of your return - items returned without prior contact will not be processed.

To be eligible for a return, your item must meet the following conditions:

All items must be in the same condition as when you received it - and unused/unworn

Items must be in their original packaging - with a copy of proof of purchase included in the returns package.

** Personalised items (including items with custom messages), perishables and any item with a broken hygiene seal are exempt from our returns policy.

When returning an item through the cancellations/unwanted item process, please note that customers are liable for return postage costs and it is advised that you return items in the safest way possible and with proof of posting/tracked/signed for delivery.

If the item is not returned in its original condition, the buyer is responsible for any loss in value. 

Outward postage will be refunded to the basic cost, if you purchased upgraded postage at the time of ordering the extra will not be refunded.

FAULTY PRODUCTS

We ask that you carefully inspect your order upon receipt. If you find any item to be defective, damaged, or if you receive the wrong item, please contact us immediately. This allows us to evaluate the issue and make it right, in accordance with UK consumer protection laws.

If you've received a faulty product, please contact us via info@fengravedcreations.co.uk and we will guide you through the process of returning the item.

EXCHANGES

The quickest way to ensure you receive the item you want is to return the original item. Once your return is accepted, you can make a separate purchase for the new item.

REFUNDS

We will notify you once we've received and inspected your return to confirm whether the refund is approved or not. If approved, we will automatically refund the amount to your original payment method within 10 business days.

If the item is not returned in its original condition, the buyer is responsible for any loss in value. 

Keep in mind that it may take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at info@fengravedcreations.co.uk