last updated 16/09/2025
We hope that you are more than happy with your product that you have received from us and do not feel that you need to request a refund.
However, if you are unhappy with your purchase and you would like to request a refund, our policy is as follows and should be read and understood in conjunction with our Terms and Conditions Policy.
There are certain situations where no refund will be offered which include;
- Our design fees are non-refundable.
- Personalised and bespoke items are non-refundable where there is no fault in manufacture.
- Custom/Personalised digital products (for example, when we create a digital file for you) are non-refundable.
- Products that cannot be returned for hygiene reasons, such as ear-rings are non-refundable.
For items that are eligible for return, or repair, they must meet the following conditions.
For non Personalised Items.
For non-personalised items such as a standard necklace or bracelet chain or split rings, you can request a refund. The item will need to be returned to us in it’s original, unused condition without any damaged or missing parts within 14 days of receipt of the item and an email sent to us notifying us to expect the return. Once we have checked that it has been returned unused and in it’s original condition and packaging, then we will issue a full refund minus any postage fees within 14 days.
For Goods that have a Fault in Manufacture.
In the unlikely event that you are unhappy with your product due to a fault in manufacture, and you have purchase your product on-line, then you have a right to request a refund provided it is returned to us within 30 calendar days of receiving your order. In this case, please email us in the first instance with your reasons for requesting a refund. Next, post it back to T.E.V., Beacon Innovation Park, Camelot Road, Gorleston-on-sea, NR31 7RA. If there is a fault in manufacture, and the product is returned to us in the original packaging and in it’s original condition, then will will issue a full refund within 14 days of receiving your returned item.
For in-person collection, then please inspect your product fully upon collection to check that you are happy with it. Refunds cannot be issued after you have received and checked the item in person from us.
We cannot issue refunds where you have not adhered to our design guidelines or our product care guidelines.
For standard Text Engraving.
Because by their very nature, engraved items are personalised for you, refunds can only be issued where there is a fault in manufacture. It is your responsibility to check that the engraving order form is correct and that all spellings, spacings, capitals and punctuation marks are correct when placing your order as unfortunately, errors in this information cannot be refunded once your item has been engraved.
The final text layout to suit your product is down to the engraver and refunds cannot be issued if you have not specified anything different in the comments box on your order form.
If you do change your mind immediately after ordering, then please get in touch. If we have not started engraving your product for you, then we will issue a refund.
We cannot issue a refund if you feel the item is not the size or colour you were expecting (once engraved or personalised). All sizes are detailed on our website and it is your responsibility to check these before ordering. All colours on the website are approximate colours as these colours can look different on different monitors. We do have sample products available to view on our Engraving Van route. We advise for you to come and view if possible, prior to making your order.
We cannot issue refunds where you have not adhered to our design guidelines.
We do not issue refunds that are a result of our product care guidelines not being followed or adhered to.
For custom engraving.
By their very nature, custom engraved items are customized to your specification at your request and therefore refunds can only be issued where there is a fault in manufacture. It is your responsibility to check that the order form is correct, all spellings, spacings, capitals and punctuation marks are correct and that any custom artwork uploads are correct, of high quality and sent in the correct file format and do not break any copyright laws. We cannot issue a refund due to mistakes on the order form or poor quality image uploads. The final positioning of your design on your product is down to the engraver and refunds cannot be issued if you have not specified anything different in the comments box on your order form.
However, If you change your mind immediately after ordering, then please get in touch. If we have not started engraving your product for you, then we will issue a refund.
In the unlikely event that you are unhappy with your product due to a fault in manufacture, and you have purchase your product on-line, then you have a right to request a refund provided it is returned to us within 14 calendar days of receiving your order. Please follow the process as detailed in the previous paragraphs.
We cannot issue a refund for custom engraved products if you feel the items is not the size or colour you were expecting. All sizes are detailed on our website and it is your responsibility to check these before ordering. All colours on the website are approximate colours as these colours can look different on different monitors. We do have sample products available to view on our Engraving Van. We advise for you to come and view if possible, prior to making your order.
We cannot issue refunds where you have not adhered to our design guidelines.
We do not issue refunds that are a result of our product care guidelines not being followed or adhered to.
Design Fees for Bespoke Engraving and/or Bespoke Making and Engraving Service.
For all of our bespoke services, a non-refundable design fee is payable to cover the time we input into creating your bespoke design. This fee is deductible from your final product price, but if you decide not to go ahead with your bespoke product order, the design fee cannot be refunded.
For Bespoke Engraving and/or Bespoke Making and Engraving Service.
We will seek approval from you for the final design before we begin making or engraving your item. Please check that you are completely happy with your design prior to approving and confirming your order as refunds cannot be issued once the design has been approved. The estimated completion time for your bespoke order will start once you have approved the design.
By their very nature, bespoke engraving or making services are designed, engraved and/or made just for you. Therefore refunds can only be issued where there is a fault in manufacture. It is your responsibility to check that the design is correct, before approving and confirming your order. We cannot issue a refund for your item after the design has been approved.
However, If you change your mind immediately after ordering, then please get in touch. If we have not started making or engraving your product for you, then we will issue a refund, minus the design fee.
In the unlikely event that you are unhappy with your product due to a fault in manufacture, and you have purchased your product on-line, then you have a right to request a refund provided it is returned to us within 14 calendar days of receiving your order. Please follow the refund procedure in the previous paragraphs.
For in-person collection, then please inspect your product fully upon collection to check that you are happy with it. Refunds cannot be issued after you have received and checked the item in person.
We cannot issue refunds where you have not adhered to our design guidelines.
We do not issue refunds that are a result of our product care guidelines not being followed or adhered to.
For Engraving on your own Jewellery.
It is your responsibility to check all spelling, spacing, capital and lowercase letters within your order are correct and that you have chosen a font that you will be happy with. We cannot issue refunds due to mistakes on the order form. Please ensure that your engraving request does not infringe on any copyright laws.
If you are uploading a pattern to be engraved, please ensure that it is in the correct format and a high quality image. We cannot issue refunds due to mistakes within your upload or because of a poor quality image upload or by not adhering to our design guidelines.
Please check with us that your item is suitable for engraving on our machines, before making your order. Please do not send your piece for engraving if it does not fit within these guidelines. If we receive your piece and find it is not suitable for engraving on our machines, we will return your item to you and issue a refund of engraving fees you have paid, minus postage costs within 14 days.
In the very rare and unfortunate event that your piece is accepted for engraving and still becomes damaged, lost or stolen, we will contact you immediately. We will make every effort to repair the piece, but if this is not possible, we will refund your engraving fees and re-reimburse you for any postage fees and the amount declared and insured as the replacement value for your item within your order.
Risk allocation: We handle items with extreme care; however, engraving carries inherent risk. In the rare and unfortunate event that we damage or lose your item, or your item is stolen, we will contact you immediately. Our liability is limited to the repair or replacement or reimbursement at a cost of up to the maximum of the declared replacement value stated when placing your order only, plus the engraving fees that you have paid. We will take a photograph of your item, both on receipt and despatch of your item. We are not responsible for pre-existing defects or damages caused in transit. Please ensure that your item is suitably insured when in transit to and from us.
Please read this section in conjunction with our Terms and Conditions Policy.
Repairs Service
If you do have a problem with any of our products after the initial 14 day time period, please please get in touch to let us know and we will try to help.
In the unlikely event a product that we have sold you needs a repair within 3 months, and you have followed all our product care and cleaning guidelines, then we will repair it for you free of charge. We do offer a repair service for our own products after the 3 month period, but this may incur a fee.
Our repairs service is only offered for products purchased from us and does not include your own jewellery. Please contact us by email in the first instance.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your request is approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 14 days.
Late or Missing Refunds
If you haven’t received a refund after 14 days of your refund being approved, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact by email.
To Return your Product
To return your product, you should mail your product to: T.E.V., Beacon Innovation Park, Camelot Road, Gorleston-on-sea, Norfolk NR31 7RA.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable unless the item has a fault in manufacture. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, as this is down to the postage service that you choose.
Need Help?
Email us us at for questions related to refunds and returns.
Change of terms.
We reserve the right to update our Refund, Returns and Repairs Policy at any time and change the date on this document.