At HD Engrave, every crystal product is customised and engraved uniquely for each customer based on the images provided. Due to the personalised nature of our products, our return and refund policy differs from standard retail items.
This policy explains when a refund, replacement, or return is applicable.
All our products are custom-made and engraved specifically to your request.
For this reason:
Custom engraved items cannot be returned
Cancellations cannot be made after production has started
We do not accept returns for change of mind, incorrect image uploaded, or wrong size/shape selected
This complies with UK Consumer Law, which allows exceptions for customised or personalised goods.
If you receive a product that is:
Damaged
Defective
Incorrect
Not as described
You must notify us within 2 days of delivery.
To report an issue, email us at:
📧 info@hdengrave.co.uk
You must include:
Order number
Clear photos/videos of the issue
Description of the problem
Photo of the packaging if damaged
Reports made after 2 days will not qualify for refund or exchange, as we cannot verify the condition beyond this timeframe.
A refund may be approved ONLY in the following cases:
If the engraving is significantly different from what was agreed due to our error.
Examples:
Wrong image engraved
Incorrect orientation
Incorrect base or product type
Major engraving defects not caused by customer image quality
If the product arrives broken or damaged due to shipping and proof is provided within 2 days.
If you received a product different from your order.
No refund or replacement will be issued if:
The uploaded image was low-quality, blurry, dark, heavily cropped, or unsuitable for engraving
The engraving appears slightly different due to image limitations
Minor variations occur in colour, brightness, crystal clarity, or engraving depth (normal with crystal engraving)
You change your mind after ordering
You selected the wrong size, shape, or product
You provided incorrect delivery information
You report an issue after 2 days
Damage occurs after delivery due to mishandling
If we approve a replacement:
The replacement product will be re-produced free of charge
Shipping of the replacement is also free
We do not offer exchanges for a different design or product unless it was our error
In rare cases, we may request the product to be returned for inspection.
If a return is requested:
The item must be returned in original packaging
You must use the return shipping label provided by us
Items returned without approval will not be accepted
Once your claim is reviewed and approved:
Refunds are issued to the original payment method
Processing time: 5–10 business days (depending on your bank or payment provider)
If a package is lost in transit:
We will contact the courier and investigate
If confirmed lost, a full replacement will be issued
Refunds for lost packages are only provided if the courier confirms loss
If the customer provided an incorrect address, we are not responsible for lost packages.
For orders outside the UK:
Customs delays are not grounds for a refund
Customs duties (if any) are the customer’s responsibility
Damage during transit must still be reported within 2 days
Contact Us
If you have any questions regarding returns or refunds, please contact our support team:
📧 info@hdengrave.co.uk
📍 United Kingdom
