Returns and Refunds
Returns & Refunds Policy
Effective Date: 28/06/2026
Last Updated: 28/06/2026
1. Overview
At Crocus Artisan Engravings, we take great pride in producing high-quality, personalised products. As many of our products are custom-made to your specifications, our returns policy differs from that of standard retail goods.
This policy applies to both retail and business customers.
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2. Personalised and Custom-Made Products
Most of our products are made specifically to your requirements and are therefore non-returnable and non-refundable under the Consumer Contracts Regulations 2013.
This includes products featuring:
* Personalised names
* Dates
* Custom text
* Customer-supplied artwork
* Company logos
* Bespoke designs
* Custom dimensions or specifications
Please ensure all spelling, dates, measurements and design details are correct before approving your order.
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3. Proof Approval
Where we provide a design proof, it is your responsibility to carefully review it before approving production.
Once a proof has been approved and production has begun, we cannot accept responsibility for errors that were present in the approved proof.
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4. Faulty, Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect due to an error on our part, please contact us within 14 days of delivery.
Where appropriate, we may:
* Repair the item
* Replace the item
* Offer a full or partial refund
We may request photographs of the item before agreeing a resolution.
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5. Items Damaged in Transit
If your parcel arrives visibly damaged, please:
* Photograph the packaging before opening
* Photograph any damage to the contents
* Contact us within 48 hours of delivery
This allows us to investigate with the courier.
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6. Cancellations
Orders may be cancelled before production begins.
Once design work or manufacturing has started, cancellation may not be possible and charges may apply for work already completed.
Where an order is cancelled after work has commenced, you may remain liable for any costs already incurred by us in relation to that order.
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7. Additional Expenditure, Third-Party Costs and Use of Products
Under no circumstances shall Crocus Artisan Engravings be liable for any additional expenditure, loss, cost or expense incurred by the customer as a result of:
* Delays in production or delivery
* Order cancellation
* Changes to order specifications
* Errors in customer-supplied information
* Courier delays
* Circumstances beyond our reasonable control
This includes, without limitation, any costs relating to:
* Installation or fitting
* Contractors or third-party services
* Venue bookings
* Event arrangements
* Replacement goods or materials
* Business interruption
* Loss of profit or income
* Any other associated or consequential expenditure
Customers must not pay for, arrange, book, install, fit, commission, or otherwise use any third-party product, service, or equipment with our products until:
1. The product has been delivered in full; and
2. The customer has inspected the product; and
3. The customer is satisfied with the product and its quality.
We will not be responsible for any costs or losses arising where a customer chooses to proceed with third-party arrangements before receiving and approving the product.
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8. Non-Personalised Products
If we offer any non-personalised products, these may be returned within 14 days of receipt provided they are:
* Unused
* In their original condition
* Returned in suitable packaging
The customer is responsible for return postage unless the item is faulty.
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9. How to Contact Us
For all returns or refund enquiries, please contact:
Crocus Artisan Engravings
Email: crocusartisanengravings@gmail.com
Please include:
* Your order number
* Your name
* A description of the issue
* Photographs where applicable