Refund and Returns Policy

RETURNS AND REFUNDS

RETURNS

At Etched, we take pride in our commitment to providing our customers with the highest quality laser engraving services possible. Due to the nature of our business, however, we have a strict policy of not allowing returns on custom engraved products, unless there is a defect or error on our end.

The reason for this policy is that each item we engrave is unique and personalized to the individual customer's specifications. Once an item has been engraved, it cannot be resold to another customer as it is no longer considered new. As a result, we are unable to accept returns on custom engraved products, as we would not be able to resell them to another customer.

We understand that there may be certain situations where an exception to our return policy is necessary. In these instances, we will review the situation on a case-by-case basis to determine whether an exception can be made. Some of the instances where we may consider making an exception include:

1. Defective or Damaged Products: If you receive a product that is defective or damaged due to our error, we will gladly replace the item at no additional cost to you.
2. Engraving Errors: If there is an error in the engraving that was caused by our team, we will work with you to fix the issue and provide a replacement item if necessary.
3. Shipping Errors: If there is an error in the shipping address that was caused by us or the shipping carrier, we will work with you to correct the issue and ensure that you receive your product in a timely manner.

We understand that each situation is unique and we are committed to working with our customers to find a satisfactory resolution. If you have any questions or concerns about our return policy or would like to discuss a potential exception, please do not hesitate to contact us. We are always happy to help and will do our best to ensure that you are completely satisfied with your purchase from Etched.

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a 15 business days of the approval.

Late or missing refunds

If you haven’t received your refund within the stated time:

1. Contact your credit card company, it may take some time before your refund is officially posted.
2. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us via our Inquiries form.

EXCHANGES

We only replace items if they are defective or damaged or there is an engraving error caused by our team. and are notified within 24 hours of receipt of package from your courier. If you need to exchange it for the same item, please contact us via our Inquiries form.

We will ask that you provide images of the shipping container along with images of the product, defects, damages.

Please note that we are not responsible for any damages that may occur during shipping and these should be settled with your courier.

If an exchange is approved, once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the when your exchanged item has been shipped.

GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver once the item has been returned and they will find out about your return.

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