Refund policy

CANCELLATIONS

• For non-customised products, you are welcome to cancel your order prior to the item being dispatched. We will issue you a full refund.

• Customised or personalised products are made to order and, as such, cannot be cancelled.

REFUND POLICY

• As our products are custom-made to order, we do not accept refunds for changes of mind.  Please choose your beautiful, handcrafted item carefully.

• If your order has arrived damaged in the mail, please contact us within 24 hours of receiving it so we can try to resolve the problem immediately.

• Customer satisfaction is extremely important to us, and we will always do our best to ensure you are happy.

 

RETURNS POLICY

• We ask that you choose carefully, as we do not offer cancellations, refunds or exchanges.

• If you purchase a standard design (non-personalised), we will be happy to offer you a credit, as long as the item is cancelled within 24 hours of purchase.

• Due to the nature of our personalised products, we unfortunately do not offer refunds, exchanges, or cancellations.

• Etched is not liable for breakages other than during the post (see shipping).  When handling cake toppers, please take care.  It has been designed to be held from the stem to ensure safe handling; do not use the text to push the cake topper into the cake.

• For a change of mind, Etched is under no obligation to issue a refund.

• While we take great care in our packaging, from time to time, items may get damaged in transit, which is out of our control.  If this does happen to you, please email us at hello@etched.biz within 24 hours and attach a photo of the broken item and packaging.  We will then assess and send a replacement express post.

• Buyers are responsible for return shipping costs.  If the item is not returned in its original condition, you are responsible for any loss in its value.