Refund and Returns Policy

Thank you for stopping by WestCountryEngravings. We strive to provide you with high-quality engraved items that are tailored to your preferences. However, due to the personalized nature of our products, we have specific guidelines for returns and exchanges. Please read our Returns Policy carefully before making a purchase.

Personalized Items: Items that have been personalized or engraved with specific text, designs, or information provided by you cannot be returned or exchanged unless they arrive damaged or defective. We take great care to ensure the accuracy and quality of personalized engravings, and as such, these items are not eligible for return due to their unique nature.

Damaged or Defective Items: If you receive an item that is damaged or defective, please contact our customer support team within 7 days of receiving your order. We will require photo evidence of the damage or defect to process your return or replacement request. Once the issue is verified, we will provide you with instructions for returning the item.

Valid Returns: For non-personalized items, you may initiate a return within 14 days of receiving your order if you are not satisfied with your purchase. To qualify for a return, the item must be in its original condition, unused, and with all packaging and labels intact. The return shipping cost will be the responsibility of the customer and we are not responsible for any lost packages or any damage that may occur when in transit back to us and as such we recommend a tracked service is used.

To initiate a valid return, please follow these steps:

  1. Contact our customer support team at orders@westcountryengravings.com to request a Return Merchandise Authorization (RMA) number. Or contact us by selecting order/returns.
  2. Pack the item securely in its original packaging to prevent damage during transit.
  3. Include the RMA number provided.
  4. Ship the package to the address provided by our customer support team.

Once we receive the returned item and verify its condition, we will process your refund or exchange within 3 business days. Please note that original shipping fees are non-refundable.

Exchanges: Exchanges are only available for non-personalized items that are in their original condition. If you wish to exchange an item, please follow the same steps as outlined for valid returns above. Specify the item you would like to exchange for, and we will process the exchange once we receive the returned item. The return shipping cost will be the responsibility of the customer and we are not responsible for any lost packages or any damage that may occur when in transit back to us and as such we recommend a tracked service is used.

Cancellation Policy: Orders for personalized items cannot be cancelled once placed. For non-personalized items, you may request order cancellation within 3 hours of placing your order before despatch.

Late or missing refund: If you have not yet received your refund, please begin by reviewing your bank account.

Should 6 working days pass without the refund reflecting, we recommend that you get in touch with your bank. Typically, there might be a processing period before the refund appears, which usually takes around 3-5 working days in accordance with standard bank processing times.

In the event that you have followed these steps and your refund is still outstanding, kindly reach out to us so we can follow up with our payment provider.

Please feel free to reach out to our customer support team if you have any questions or concerns about our returns policy or the return process. We are here to assist you and ensure your shopping experience with us is enjoyable and hassle-free.

Thank you for choosing WestCountryEngravings for your personalised needs.

Sincerely,

WestCountryEngravings

orders@westcountryengravings.com