Refund and Returns Policy - Xaventra| Laser Engraving Gifts

Shipping & Returns Policy

Shipping

We currently ship within the United Kingdom only.

Processing Times

Orders are typically processed within 1–3 working days.
Orders placed on weekends or bank holidays will be processed on the next working day.

Delivery

Delivery times vary depending on the shipping service selected at checkout.
Once your order has been dispatched, you will receive a confirmation email with tracking details where available.
While we aim to meet all estimated delivery times, delays may occasionally occur due to circumstances beyond our control.

Please ensure your delivery address is correct when placing your order. We cannot accept responsibility for delays or additional costs resulting from incorrect address details provided by the customer.

Returns

We want you to be happy with your purchase. If you wish to return a non-personalised item, you may do so within 30 days of receiving your order, provided that:

The item is unused and in its original condition.
It is returned with any original packaging where possible.
You can provide proof of purchase.

Unless the item is faulty or we have made an error, the customer is responsible for the cost of returning the item.

Personalised Items

As personalised products are made specifically to your requirements, personalised or custom-made items cannot be returned or refunded simply because you have changed your mind.

However, if your personalised item:

Arrives damaged,
Is faulty, or
Contains an error caused by us,

please contact us within 7 days of delivery with your order number and photographs of the issue. We will investigate and, where appropriate, arrange a replacement or refund.

Faulty, Damaged or Incorrect Items

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.

If your item is faulty, damaged in transit, or you have received the wrong item, please contact us as soon as possible. We will work with you to resolve the issue by offering a repair, replacement, or refund, where appropriate.

Refunds

Once we receive and inspect your returned item, we will notify you of the outcome.

Approved refunds will be issued to your original payment method. Please allow 5–10 working days for the refund to appear, depending on your bank or payment provider.

Original delivery charges are only refunded where required by UK consumer law or where the return is due to our error.