Refund policy

Last updated: 23 August 2026

Personalised and custom-made products

Most Etched Essence products are made to your specifications or clearly personalised using names, dates, wording, handwriting, photographs, artwork or other details supplied by you. These products cannot normally be returned or cancelled simply because you change your mind once production has begun. This reflects the exception for goods made to a consumer’s specifications or clearly personalised under the Consumer Contracts Regulations 2013.

If you need to cancel or change an order, contact us immediately at info@etched-essence.co.uk. If design or production work has not started, we will try to accommodate the request. We cannot guarantee that changes or cancellation will be possible after work has begun.

Non-personalised products

For eligible non-personalised goods ordered online, you may tell us that you wish to cancel within 14 days after receiving the goods. You then have a further 14 days to return them. Products must be returned unused and in their original condition. Unless the product is faulty, damaged, incorrect or not as described, you are responsible for the return cost.

Faulty, damaged, incorrect or misdescribed products

Nothing in this policy affects your statutory rights. If an item arrives faulty, damaged, incorrect or not as described, contact us as soon as reasonably possible at info@etched-essence.co.uk with your order number and clear photographs where appropriate. We will assess the issue and provide an appropriate remedy, which may include repair, replacement or refund.

Please keep the product and packaging until we confirm what to do. Do not return an item without contacting us first, because personalised items may need a different resolution.

Customer-supplied information and approved proofs

You are responsible for checking all names, dates, spelling, punctuation and wording supplied with your order. Where a digital proof is provided, production begins after approval. We are not responsible for errors that appeared in the information or proof you supplied or approved, unless we failed to reproduce the approved design correctly.

Natural material variations

Wood, slate and other natural materials vary in grain, colour, texture, edge and engraving response. These natural differences are not faults. Product photographs are illustrative and the finished item may vary slightly while retaining the advertised design and function.

Refund method

Approved refunds are made to the original payment method. Processing times after we issue the refund depend on your bank or payment provider. Original delivery charges are refunded where required by law; enhanced or express delivery costs may not be refundable beyond the standard delivery amount.

Contact

Email: info@etched-essence.co.uk

Etched Essence Ltd, 72 Glenridding Drive, Barrow-in-Furness, Cumbria, LA14 4PB. Company number: 17108026.