Refund policy
This policy applies to orders placed on our website. Nothing in it affects your legal rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015.
Where to send a return
Send returns only to our trading address:
Angraves Memorials
Units 1 & 2, Markfield Equestrian Centre
Stanton Lane
Markfield
Leicestershire
LE67 9TT
United Kingdom
Please do not send returns, parcels or general post to our registered office. That address is for company records only and we cannot collect mail from there.
Email sales@angraves.co.uk before you post anything, and quote your order number.
Changing your mind (non-personalised items)
If you change your mind, you can return any non-personalised item for a refund.
You have 30 days from the day after delivery to tell us you want to return it. Once we confirm the return, you then have 14 days to send the item back to us.
That 30-day window is longer than the statutory cooling-off period. By law, your right to cancel a distance contract for a non-personalised item ends 14 days after the day you receive the goods, or the last item if the order arrives in more than one delivery. We give you extra time as a goodwill policy.
To start a return, email sales@angraves.co.uk with:
- your name
- your order number
- which item or items you want to return
You do not have to give a reason. A clear email is enough. We already have the address from your order, so you only need to send a postal address if it has changed or if you want us to use a different one.
Personalised and made-to-order items
Personalised or made-to-order items — for example items engraved or printed with a name, date, verse or other wording you chose — cannot be returned because you changed your mind. They are made to your specification and cannot reasonably be resold.
This does not affect your rights if the item is faulty, not as described, or not fit for purpose.
Condition of change-of-mind returns
Please return items unused, complete, and in their original packaging where possible. Pack them securely.
You may inspect the goods as you would in a shop. If an item has been used, assembled, damaged, or handled beyond what is needed to check it, we may deduct an amount from the refund to reflect the reduction in value. We will tell you if we intend to do that.
Who pays return postage if you change your mind
You pay the cost of returning a change-of-mind order unless we have agreed otherwise in writing. We recommend a tracked service and that you keep proof of postage. We are not responsible for a return lost in transit if you cannot show it was sent.
When you will get your refund if you change your mind
Once we have received the item, or you have given us evidence that you have sent it (whichever is earlier), we will refund you within 14 days.
The refund will be the price of the returned item plus the standard delivery charge you paid. If you paid for a faster or upgraded delivery option, that extra amount is not refunded.
Refunds are made to the original payment method.
Cancelling before we dispatch
If we have not yet dispatched your order, email us and we will cancel it and refund you in full, including delivery.
Orders placed on weekday mornings are often dispatched the same day if they are not handmade. The order status on the site can still say “processing” for a short time after posting. If the parcel has already gone, we cannot cancel it and the returns process above applies.
For personalised items, please contact us as soon as possible. Once production has started we may not be able to cancel the order except where the law requires it, for example if the item is faulty.
Faulty, damaged, not as described, or not fit for purpose
These rights apply to all items, including personalised ones.
Goods must be of satisfactory quality, fit for purpose and as described.
- If a fault appears within 30 days of delivery, you can reject the item and ask for a full refund.
- After 30 days you should normally give us one opportunity to repair or replace it. If that is not possible or fails, you may be entitled to a refund or a price reduction.
- If a fault appears within six months, it is usually assumed to have been present at delivery unless we can show otherwise.
Tell us as soon as you reasonably can, with your order number and photos if you have them. Do not continue to use a faulty item.
We pay reasonable return costs for items that are faulty, damaged on arrival, not as described, or not fit for purpose. We will tell you how to send the item back or arrange collection.
If an item arrives damaged, please keep the packaging and contact us promptly so we can deal with the carrier if needed.
How we process a refund for a faulty item
Where you are entitled to a refund because an item is faulty, we will refund you without undue delay and within 14 days of agreeing that a refund is due. That refund includes the delivery you paid.
Items we may not accept as a change-of-mind return
We cannot accept a change-of-mind return of:
- personalised or made-to-specification goods
- items that have been used or assembled beyond a reasonable inspection, although we may still offer a reduced refund
- goods that cannot be returned for hygiene reasons once unsealed, if we ever sell such items. We will say so on the product page
This does not take away your rights if the goods are faulty.
Your information
We use the details you send us only to identify your order and process the return or refund. We already hold the delivery address from checkout. Please do not send extra personal documents unless we specifically ask for them.
Contact
Sales and returns: sales@angraves.co.uk
Please quote your order number on every message.