Refund Policy

Last updated: 14th Jan 2026

At Etch & Ember, many of our products are handmade and personalised to order. This Refund Policy explains when refunds, replacements, or repairs are available.

This Refund Policy should be read alongside our Terms & Conditions and does not affect your statutory rights under the Consumer Rights Act 2015.

1. Personalised and Custom-Made Items

Due to the personalised nature of our products, custom or made-to-order items are non-refundable once production has begun.

This includes items engraved with names, dates, images, drawings, or any other bespoke design.

This is in line with the Consumer Contracts Regulations, which state that the right to cancel does not apply to personalised goods.

2. Faulty or Incorrect Items

Your statutory rights are not affected.

If your item is:

Faulty

Damaged on arrival

Incorrect (does not match the approved design or order details)

Please contact us within 14 days of delivery with clear photographs of the issue.

Where a fault is confirmed, we will offer one of the following, in line with the Consumer Rights Act 2015:

A repair

A replacement

A full or partial refund

The resolution offered will depend on the nature of the issue.

3. Incorrect Personalisation Details

We cannot offer refunds or replacements for errors caused by incorrect information supplied by the customer (including spelling, dates, or images), once the design has been approved.

Customers are responsible for checking and confirming all details before production.

4. Non-Personalised Items

If we offer non-personalised items, you have the right to cancel your order within 14 days of receiving the item, provided it is unused and returned in its original condition.

Return postage costs are the responsibility of the customer unless the item is faulty.

Refunds will be issued once the item has been received and inspected.

5. Delivery Issues

Etch & Ember is not responsible for delays caused by third-party couriers.

If an item is lost in transit, please contact us so we can investigate with the courier and arrange a suitable resolution.

6. How to Request a Refund or Replacement

To request a refund, repair, or replacement, please contact us with:

Your order number

A description of the issue

Clear photographs (where applicable)

Email: etchandemberuk@gmail.com
Social Media: Direct message via our official pages

7. Processing Refunds

Approved refunds will be issued to the original payment method. Processing times may vary depending on your payment provider.