At Engineered Gifts, we strive to provide high-quality, personalised products that meet your expectations. Since many of our items are custom-made to order, special considerations apply to refunds and returns. This policy explains the process for handling requests for returns, refunds, and exchanges.

1. Custom and Personalised Products

Non-Returnable Items

Due to the unique, customised nature of most of our products, we generally do not accept returns or offer refunds on personalised items unless the product is defective or damaged upon arrival. By placing an order for personalised items, You agree to these conditions.

2. Eligibility for Returns and Refunds

Damaged or Defective Products

If You receive a product that is damaged or defective, You are eligible for a refund or replacement. Please contact us within 7 days of receiving the product, providing:

Your order number
Photos of the damaged or defective item
A description of the issue

Once We verify the issue, We will arrange for a replacement to be shipped to You or, if a replacement is not possible, offer a refund.

Incorrect Orders

If You receive an item that does not match Your order specifications (e.g., incorrect personalisation, wrong product), please contact Us within 7 days of receiving the item. Provide:

Your order number
Photos of the incorrect product
A description of the issue

We will correct the error by sending a replacement or offering a refund if necessary.

Non-Customised Products

For non-customised products, You can request a return or exchange within 14 days of receiving the item, provided the item is unused, in its original packaging, and in resaleable condition. Shipping costs for returns will be Your responsibility unless the item was defective or shipped in error.

3. Return Process

How to Request a Return or Refund

To initiate a return or refund request, please follow these steps:

Contact Us: Reach out to Us via https://engineeredgifts.com/contact within 7 days of receiving the product for custom items, or within 14 days for non-customised products.
Provide Information: Include Your order number, photos (if applicable), and a description of the issue.
Return Approval: Once Your return or refund request is approved, We will provide instructions on how to return the product (if applicable).

Refund Timeline

Once the returned item is received and inspected (if required), We will notify You of the approval or rejection of Your refund. If approved, the refund will be processed and a credit will automatically be applied to Your original payment method within 7-10 business days.

4. Exclusions from Refunds

Refunds will not be provided in the following situations:

Personalisation Errors: If You made a mistake when submitting personalisation details (e.g., incorrect spelling or wrong information), We are not responsible for these errors. Please carefully review all details before placing Your order.
Change of Mind: Personalised products cannot be returned simply because You change Your mind after the item has been produced.
Late Requests: Refund or return requests made after 7 days for personalised items or after 14 days for non-customised products will not be accepted.

5. Shipping Costs

Return Shipping: You will be responsible for covering the return shipping costs unless the item is defective, damaged, or incorrect.
Original Shipping Costs: Original shipping costs are non-refundable, except in cases where We shipped an incorrect or defective product.

6. Cancellations

Since personalised products enter production shortly after an order is placed, cancellations are only accepted if the request is made within 24 hours of placing the order. After this period, cancellations are not possible for custom items. For non-customised products, cancellations may be accepted if the order has not yet been processed or shipped.

7. Exchanges

Exchanges are generally not available for personalised products unless the item is defective or incorrect. Non-customised items may be exchanged within 14 days of receipt, provided the item is unused and in its original condition.

8. Contact Us

If You have any questions about our Refund and Returns Policy, please contact Us at https://engineeredgifts.com/contact.