Returns & Refunds

Because every piece we make is personalised and produced to order, our returns policy works a little differently to a standard shop. We think that's fair — here's exactly how it works.

Personalised / custom-engraved items

Custom-engraved products are made to your specification, so we're unable to accept returns or offer refunds for a change of mind. Please double-check names, dates, and wording carefully before placing your order.

Faulty, damaged, or incorrect items

If something arrives damaged, defective, or not as described, we'll put it right — no question. Contact us within 7 days of receiving your order and we'll arrange a replacement or refund.

Spotted a mistake in your personalisation?

Get in touch as soon as possible. If your order hasn't yet entered production, we'll do our best to amend it. Once engraving has started, changes may not be possible.

Non-personalised items

Any non-custom products follow standard consumer returns rights:

• You have 14 days from delivery to notify us that you'd like to return an item.
• You then have a further 14 days to send the item back to us.
• Items must be unused and in their original condition.
• Return postage is at the buyer's expense unless the item is faulty.

How to report a problem or start a return

1. Contact us within 7 days of delivery. Message us at etchfyofficial@gmail.com or via our Contact page with your order number and a brief description of the issue — the more detail, the faster we can help.
2. Send us a photo if you can. A clear image of the item — and the packaging, if it arrived damaged — helps us assess the problem quickly.
3. We'll confirm next steps. We aim to respond within 2 working days. Depending on the issue, we'll offer a replacement, a correction, or a refund, along with instructions on how and where to send your item if a return is needed.

Please don't send items back to us before we've confirmed a return — parcels sent without first getting in touch may not be accepted.

Refunds

Once we've received and inspected a returned item (or reviewed the evidence for a faulty/incorrect item), we'll let you know whether the refund has been approved. If approved, you'll be refunded automatically to your original payment method within 10 business days. Please note it can take extra time for your bank or card provider to process and post the refund.

If more than 10 business days have passed since your return was approved, please contact us at etchfyofficial@gmail.com.

Exceptions

Custom and personalised orders cannot be returned for a change of mind — see above. 

Questions

We're a small team and read every message personally. Get in touch at etchfyofficial@gmail.com any time.