Returns, Refunds & Exchanges

Every piece we make is produced to order by hand. That shapes this policy, and it

is worth reading before you buy.

1. Made-to-order items cannot be cancelled once production begins

Your order is released to the workshop shortly after checkout. From that moment it

cannot be cancelled, because a personalised piece cannot be offered to anyone else.

You have a 60 minute window after checkout to cancel from your account.

Under section 42(2) of the Electronic Communications and Transactions Act, goods

made to a consumer's specification are excluded from the seven-day cooling-off

right that applies to other online purchases.

2. Faulty, damaged or incorrect items

This is separate from the above and is not affected by it.

If an item is defective, unsafe, not fit for its purpose, or not what you ordered,

you may return it and choose a refund, replacement or repair. This right lasts

six months from delivery under section 56 of the Consumer Protection Act.

Where you choose a refund for a faulty item, it is paid to your original payment

method.

3. Damage in transit, or something missing

Report it within 48 hours of delivery, with photographs of:

• the outer packaging as it arrived
• the shipping label
• the item itself

Keep the packaging until the claim is resolved. Courier claim windows are short

and the packaging is the evidence.

4. Change of mind

Because every piece is made to order, we are not obliged to accept a return simply

because you have changed your mind.

Where we choose to, as a gesture of goodwill, we issue a credit voucher rather

than a cash refund. Vouchers are:

• valid for 30 days from issue
• single use, and not transferable
• not redeemable for cash
• not combinable with another promotional code

5. Returning something

1. Contact support and obtain a Return Authorisation number. Items sent without

one may be refused.

2. Non-faulty returns must be unused, in original condition and packaging, with all

accessories and gift components.

3. Returned goods are checked against the SKU, batch and engraving reference we

despatched.

6. Engraving and personalisation

You are responsible for the accuracy of the text, spelling and layout you submit.

We reproduce exactly what you give us. Where we make an error against your

submitted instructions, we remake the piece free of charge.

Slight variation in engraving depth, colour and placement is inherent to the

process and is not a defect.

7. Delivery problems

• You warrant the delivery address is complete and correct.
• Redelivery after a failed attempt caused by an incorrect address, an absent

recipient or refused acceptance is charged at cost.

• Unclaimed parcels returned to us are refunded less shipping both ways and a

restocking fee.

• Courier proof of delivery — signature, photograph or geotagged confirmation — is

accepted as evidence that delivery occurred.

8. Contact

[support@prettyluxeatelier.com] — quote your order number.