Refund policy
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
All of our plaques are engraved on natural timber. Small defects can appear in the wood but we will not use any timber that effects legibility of text.
Exceptions / non-returnable items
Certain types of items cannot be returned. These include:
- Perishable goods (such as food, flowers, or plants)
- Custom products (including special orders and personalised items)
- Custom cut items (such as acrylic, wooden blanks and wall art)
- Personal care goods (such as beauty products)
- Hazardous materials, flammable liquids, or gases
We also cannot accept returns on sale items or gift cards.
If you’re unsure whether your item falls into one of these categories, please contact us with your order details before returning it.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We cannot accept exchanges on personalised items or acrylic/Wooden blank orders that have been cut to order.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Our Craft Blanks are cut to order and do not qualify for a refund once the product has been cut and packaged ready for dispatch.
Cut to order items
Acrylic and wooden blanks are cut to order for the customer based on the information provided by the customer and/or information provided on the website listing. Refunds will not be given for change of mind or orders where the customer hasn't provided the correct information.
We will outline sizing in all emails and invoices to avoid any confusion.