General Return Policy

We accept returns for eligible products purchased directly from our website. To be eligible:

• The product must be non-personalised
• It must be returned in original, unused condition
• The return must be initiated within 14 calendar days of delivery

Personalised and Engraved Items

Custom engraved or personalised products are made specifically to your instructions and are therefore not eligible for return or refund unless:

• The item is faulty or damaged
• There is an error made by us in engraving or production

Faulty or Damaged Products

If your item arrives faulty, damaged or not as described:

• Notify us within 48 hours of delivery
• Provide clear photos and a description of the issue
• We will offer a full refund, replacement or repair depending on the nature of the fault

Incorrect Orders

If you receive an item that is not what you ordered, contact us within 48 hours. We will:

• Arrange for the correct item to be sent
• Cover the cost of return shipping for the incorrect item

Return Request Procedure

To initiate a return:

• Email [email protected] with your order number and reason for return
• Wait for confirmation and return instructions
• Send the item using a tracked, insured service

We reserve the right to refuse returns sent without prior authorisation.

Return Shipping Costs

Return shipping costs are the customer’s responsibility unless:

• The item is faulty or incorrect
• We specifically agree to cover the return

We recommend keeping a copy of your shipping receipt and tracking number.

Refund Timeframe

Refunds will be processed within 14 calendar days from the date we receive and inspect your return. Refunds are issued to the original payment method.

Partial Refunds

Partial refunds may apply if:

• The returned item is not in original condition
• Parts or packaging are missing
• There is evidence of misuse or wear

Refunds for Cancelled Orders

For standard products cancelled under the Right to Cancel policy:

• Full refunds are issued for cancellations made within 14 days
• Refunds include standard delivery costs but exclude express or premium shipping charges unless otherwise agreed

Exchanges

We may offer exchanges for eligible non-personalised items, subject to stock availability. If your item qualifies:

• Return it as per our return process
• Indicate the desired exchange item in your email

Non-returnable Items

We do not accept returns for:

• Personalised or engraved products (unless faulty)
• Items marked as final sale or clearance
• Opened hygiene-sensitive products

Return Address

Our return address will be provided upon approval of your return request. Please do not send returns without authorisation.

Late or Missing Refunds

If you haven’t received a refund within the expected timeframe:

• Check your bank or card statement
• Contact your payment provider
• Email our support team with your refund request details

Gift Returns

If you received an item as a gift and wish to return it:

• The refund will be issued to the original purchaser
• Exchanges can be arranged upon request (stock dependent)

Promotional and Discounted Items

Items bought on promotion or with discount codes are eligible for return if they meet our standard return conditions. Refunds are based on the amount actually paid.

Bundled Items or Sets

Returns for bundled or set products must include all components in original condition. Incomplete returns may not be eligible for a full refund.

Responsibility During Return Transit

Customers are responsible for the condition of the product during return transit. We recommend secure packaging and tracked delivery to avoid damage or loss.

Quality Control and Inspection

Returned items are inspected by our team before any refund or replacement is approved. We reserve the right to reject returns that do not meet our return standards.

Policy Updates

We may revise this Returns and Refunds Policy to reflect changes in law or business operations. Updates will be posted on this page with an updated effective date.

Contact Us

For questions or support regarding returns and refunds, please reach out to:

Palette Visuals