Returns & Cancellations

Personalised items and change of mind

Our personalised goods are made to your specifications. We do not accept change-of-mind returns for items that are clearly personalised or made to your specifications, unless we agree otherwise. This does not affect your statutory rights.

Non-personalised display stands

Standalone display stands and replacement feet are not personalised. Tell us by email within 14 days after delivery if you wish to cancel, and return them within a further 14 days. You pay the direct return postage for a change-of-mind return. We may reduce a refund for handling beyond what is needed to check the item, as you would in a shop.

For a valid cancellation, we refund the returned goods and the basic outward delivery charge where applicable. Refunds are made to the original payment method within 14 days of receiving the returned goods or evidence of their return, whichever is earlier.

Faulty, damaged or incorrectly supplied goods

If your item is faulty, arrives damaged, does not match its description or has been personalised incorrectly because of our error, contact us so we can put it right. Depending on the circumstances, you may be entitled to a refund, repair or replacement under UK consumer law. This applies to personalised goods too.

Email Craig@brookerengravings.co.uk with your order number and a description of the issue. Photos can help us assess what has happened, but are not a condition of your statutory rights. We will explain the appropriate next steps and any necessary return arrangements. Where you are legally entitled to return faulty or incorrectly supplied goods, we cover reasonable return costs.

Check your personalisation

Please check all spelling, names, dates, photos and instructions before ordering. If we accurately reproduce the details you provided, a change of mind or an error in those details does not normally give a right to return a personalised item. This does not exclude any rights you have if the item itself is faulty or not as described.

Changes and cancellation requests

Contact us as soon as possible if you need to change or cancel an order. We will check whether production has started and whether we can accommodate your request. Changes or cancellation may no longer be possible once personalisation is underway. Please do not assume a change has been made until we confirm it.

How to contact us

Contact Brooker Engravings at Craig@brookerengravings.co.uk or use our contact form. Please include your order number where available. Contact us before posting anything back so we can provide the correct return instructions.

Your statutory rights

Nothing in this policy limits your statutory consumer rights, including your rights concerning faulty goods, goods that are not as described or goods supplied incorrectly.