Refund policy
Return & Refund Policy (EU Compliant – Personalized Items)
Last updated: January 5, 2026
1. Right of Withdrawal (EU Consumers)
In accordance with the EU Consumer Rights Directive (2011/83/EU), customers generally have the right to withdraw from a purchase within 14 days.
However, this right does NOT apply to personalized or custom-made goods.
2. Personalized & Custom-Made Products
All products sold on our website are made to order and personalized according to the customer’s specifications.
Under Article 16(c) of Directive 2011/83/EU, the right of withdrawal does not apply to:
“Goods made to the consumer’s specifications or clearly personalized.”
For this reason:
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Returns are not accepted
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Refunds are not offered
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Exchanges are not available
once an order for a personalized product has been placed.
All sales of personalized items are final.
3. Order Cancellations & Modifications
Orders for personalized products cannot be cancelled or modified once production has started.
Please carefully review all personalization details (including text, design, size, or selected options) before completing your purchase.
4. Damaged or Defective Items
If your personalized item arrives damaged or defective, please contact us within 2 days of delivery at:
Please include:
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Your order number
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Clear photos showing the damage or defect
If the issue is confirmed, we will offer a replacement of the same item at no additional cost.
Refunds are not provided for personalized products.
5. Incorrect Information Provided by the Customer
We are not responsible for:
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Incorrect personalization details submitted at checkout
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Incorrect or incomplete shipping addresses
In such cases, refunds or replacements will not be issued.
6. Contact Information
If you have any questions about this policy, please contact us at:
info@eglaserengraving.ie