Refund policy

Refund & Cancellation Policy

EngraveWala provides custom engraving and personalisation services on customer-supplied items. Because each order is made specifically for you, our refund policy differs from a standard retail return policy.

Before engraving begins

You may cancel your order for a full refund before you approve the final engraving layout and before any engraving work has started.

After approval or once engraving has started

Once you approve the engraving details, placement, spelling, artwork or layout, or once engraving work has begun, the service becomes personalised and cannot be cancelled, returned or refunded for a change of mind.

If EngraveWala makes an error

If we make an engraving error that differs from the approved artwork, spelling, placement or instructions, please contact us within 7 days of receiving your item. We will review the issue and, where appropriate, offer a rework, service credit or refund of the engraving service fee.

Customer-supplied items

You are responsible for providing accurate information about the item and for ensuring that you have the right to personalise it. Before accepting a job, we may request photos and inspect the item for material, coating, condition and suitability.

Engraving is permanent. Materials, coatings and finishes can react differently during engraving. We may decline items where the material, coating, structure or safe engraving method is uncertain.

Pre-existing damage and fragile items

We photograph and note visible pre-existing wear or damage where practical. EngraveWala is not responsible for pre-existing defects, hidden material weaknesses, manufacturer defects, normal variation in finish, or damage caused by inadequate customer packaging while the item is being sent to us.

Shipping damage

If your item arrives damaged after being returned by EngraveWala, contact us within 24 hours of delivery with clear photographs of the outer packaging, inner packaging and item. We will review the shipment and assist with the courier claim where applicable.

Refund timing

Approved refunds are issued to the original payment method. Processing times depend on your bank or payment provider and may take several business days after the refund is initiated.

How to request help

For cancellations, engraving issues or refund requests, contact EngraveWala with your order number, photographs where relevant, and a short description of the issue.

This policy does not limit any rights you may have under applicable consumer law.