Refund policy

Personalised & Custom Items

Due to the bespoke nature of our personalised products, we are unable to accept returns or offer refunds on personalised or custom-made items unless the item arrives damaged or faulty. We photograph all personalised items before dispatch as a record of their condition.

If your personalised item arrives damaged, please contact us within 48 hours of delivery at gemini.engravings@gmail.com with your order number and clear photographs of the damage. We will arrange a replacement or full refund — you will not be required to return the item.

Non-Personalised Items

If you are not satisfied with a non-personalised item, you may return it within 14 days of receipt, provided the item is unused and in its original condition. Please contact us before returning, stating your reason for return.

The item must be returned to us before a refund is issued. Return postage costs are the responsibility of the customer unless the item is faulty or not as described. Once we receive the item back in its original condition, your refund will be processed within 5–10 working days to your original payment method.

Damaged or Faulty Non-Personalised Items

Please contact us within 48 hours of delivery at gemini.engravings@gmail.com with your order number, a description of the issue, and clear photographs. We will arrange return postage and issue a full refund or replacement once the item is received back.