Returns and Refund Policy

Last updated: 27 July 2026

We want you to be pleased with your purchase from Axholme Engraving. This policy explains how cancellations, returns, replacements and refunds are handled.

This policy does not affect your statutory rights.

1. Standard, non-personalised products

If you are purchasing as a consumer, you may cancel an order for a standard, non-personalised product within 14 days of receiving it, without giving a reason.

You must contact us within this 14-day period to tell us that you wish to cancel. You will then have a further 14 days to return the product to us.

To request a return, contact:

Email: info@axholmeengraving.co.uk
Telephone: 0330 133 0804

Please include your name, order number and details of the product you wish to return. Do not send a return until you have contacted us and received return instructions.

Returned products must be:

• unused, other than reasonable handling needed to inspect them;

• in their original condition;

• securely packaged to prevent damage during transit; and

• returned with any original packaging, accessories or components supplied.

You are responsible for the cost of returning a standard product where you have simply changed your mind.

We recommend using a tracked or insured delivery service, as you remain responsible for the product until it reaches us.

2. Personalised, engraved and bespoke products

We are unable to accept change-of-mind returns or cancellations for products that have been:

• personalised with names, dates, messages or other details;

• engraved with a customer’s logo or artwork;

• cut into a bespoke or custom shape;

• manufactured to measurements or specifications supplied by the customer;

• produced using a design approved by the customer; or

• otherwise made specifically for an individual customer or business.

This is because these products cannot normally be resold.

This includes, but is not limited to, personalised coasters, logo coasters, custom-shaped products, bespoke signage, engraved gifts, promotional products and made-to-order items.

Where production has not yet started, we may agree to cancel or amend a personalised or bespoke order. This is at our discretion and may be subject to charges for design work, materials or other costs already incurred.

Personalised and bespoke products may still be returned where they are faulty, damaged, not as described or have not been produced in accordance with the approved design.

3. Artwork and design approval

Where we provide an artwork proof, layout or product mock-up, it is your responsibility to carefully check:

• spelling and grammar;

• names, dates, telephone numbers and contact details;

• logo positioning and orientation;

• product size, shape and quantities;

• cut-out areas and engraving details; and

• any other information shown on the proof.

Once you approve a proof, we will manufacture the product using the approved design.

We cannot provide a free replacement or refund where the finished product accurately matches an approved proof but the proof contained an error that was supplied or approved by the customer.

Where we make an error and the finished product does not match the approved proof, we will arrange an appropriate replacement, repair or refund.

4. Faulty, damaged or incorrect products

Please inspect your order as soon as possible after delivery.

Contact us promptly if your product:

• arrives damaged;

• is faulty;

• is not the product you ordered;

• is missing items or components;

• does not match its description; or

• does not match an approved artwork proof.

Where possible, please contact us within 48 hours of delivery and provide:

• your name and order number;

• a description of the problem;

• photographs of the product;

• photographs of the packaging; and

• photographs of any damage to the delivery box or parcel.

The 48-hour request helps us investigate damage with the delivery company. It does not affect your statutory rights.

Depending on the circumstances, we may offer a repair, replacement, partial refund or full refund.

We will pay reasonable return postage costs where a product is confirmed as faulty, damaged, incorrect or not as described. Please contact us before returning the product so that we can provide return instructions.

5. Natural wood products

Many Axholme Engraving products are manufactured from natural wood or wood-veneered materials.

Wood grain, colour, knots, markings and shade may vary between products. Laser engraving and cutting can also create natural variations in tone, engraving depth and edge colour.

These variations are part of the character of the material and will not normally be considered faults, provided that the product is otherwise of satisfactory quality and matches its description.

6. Refunds

Once we receive and inspect your return, we will tell you whether the refund has been approved.

Approved refunds will normally be issued to the original payment method.

For cancelled standard consumer orders, we will refund:

• the price paid for the returned product; and

• the cost of our least expensive standard delivery option, where applicable.

If you selected an enhanced or express delivery service, we are not required to refund the additional delivery cost above our standard delivery charge.

We may reduce a refund if a returned product has been used, damaged or handled beyond what would reasonably be necessary to inspect it in a shop.

Refunds will be processed within 14 days of:

• receiving the returned goods; or

• receiving satisfactory evidence that the goods have been sent back,

whichever happens first.

Your bank or payment provider may take additional time to place the funds into your account.

7. Exchanges

We do not guarantee direct exchanges.

Where you wish to exchange a standard, non-personalised product, we may ask you to return the original product for a refund and place a new order.

Personalised or bespoke products cannot be exchanged unless they are faulty, damaged, incorrect or not as described.

8. Products that cannot be returned

Unless faulty, damaged, incorrect or not as described, we cannot accept returns for:

• personalised or engraved products;

• custom-made or bespoke products;

• custom-cut shapes;

• products manufactured using customer-supplied artwork;

• products manufactured following an approved proof;

• products altered after delivery;

• products damaged through misuse, neglect or incorrect storage;

• products showing normal wear and tear; or

• products returned in a condition that prevents them from being resold.

9. Business and trade customers

The statutory change-of-mind cancellation rights described in this policy apply to consumers purchasing mainly for personal use.

They do not generally apply to companies, organisations or individuals purchasing wholly or mainly for business, trade, craft or professional purposes.

Returns from business or trade customers must be agreed by us in writing before products are sent back.

Personalised, branded, bespoke and made-to-order trade products cannot be returned unless they are faulty, damaged, incorrect or do not match the agreed specification or approved artwork.

Any additional terms included in a quotation, invoice, purchase order or trade agreement will also apply.

10. Refused and uncollected deliveries

A parcel being refused or left uncollected does not automatically cancel an order.

Where a standard consumer order is returned to us by the delivery company, we may deduct reasonable return delivery charges from the refund where legally permitted.

Personalised and bespoke products will not normally be refunded because delivery was refused or the parcel was not collected.

We may charge an additional delivery fee if you ask us to send the order again.

11. Return address

Returns must be authorised before being sent.

Unless we provide a different return address, authorised returns should be sent to:

Axholme Engraving
Unit 1C
West Stockwith Business Park
DN10 4ES
United Kingdom

Please include your order number and contact details inside the parcel.

12. Contact us

For questions about cancellations, returns, faults or refunds, contact:

Axholme Engraving Ltd
Company number: 16196431
Email: info@axholmeengraving.co.uk
Telephone: 0330 133 0804
Address: Unit 1C, West Stockwith Business Park, DN10 4ES, United Kingdom