Last updated: 3 September 2026
At Draig Creations, we take pride in producing high-quality, hand-finished and personalised products. Many of our items are individually engraved, customised or made specifically for each customer.
We want you to be completely satisfied with your purchase. This Returns & Refund Policy explains what to do if you change your mind, receive a damaged or faulty item, or there is a problem with your order.
Personalised & Custom-Made Products
Many Draig Creations products are made or engraved specifically to your requirements, including items featuring names, dates, photographs, messages, logos, designs or other personalised details.
Because these products are made specifically for you, personalised, bespoke or custom-made products cannot normally be returned or refunded simply because you have changed your mind.
This does not affect your statutory rights. If a personalised item is faulty, damaged, not as described, or we have made an error with the personalisation, please contact us and we will put things right.
Please check all names, dates, wording, spelling and other personalisation details carefully before submitting or approving your order.
If the product has been produced exactly according to the information supplied or approved by you, we cannot normally provide a refund or replacement because of an error in the information provided by the customer.
Non-Personalised Products Purchased Online
If you purchase a standard, non-personalised product through our website, by telephone, social media or another form of distance selling, you normally have the right to change your mind.
You must tell us that you wish to cancel your order within 14 days of receiving the goods.
You then have a further 14 days to return the goods to us.
Returned products should be unused, in their original condition and, where reasonably possible, in their original packaging.
Once we receive the returned goods, or evidence that you have sent them back where this is earlier, we will process any refund due within 14 days in accordance with applicable consumer law.
Where applicable, we will also refund the basic standard delivery charge originally paid. Additional delivery charges for premium, express or upgraded delivery services are not normally refundable beyond the equivalent cost of our standard delivery service.
We may make a reasonable deduction from the refund if the value of the product has been reduced because it has been handled beyond what would reasonably be necessary to examine it.
Purchases Made in Person
Products purchased directly from us at markets, events, shows, pop-up stalls or other face-to-face locations do not automatically qualify for a refund simply because you have changed your mind.
However, if an item is faulty, damaged or not as described, your statutory consumer rights still apply.
We may occasionally agree to an exchange or credit for a non-personalised item as a gesture of goodwill, but this will be considered on an individual basis and does not affect your legal rights.
Faulty, Damaged or Incorrect Items
If your product arrives:
- damaged;
- faulty;
- incorrectly engraved due to an error by Draig Creations;
- substantially different from the product ordered; or
- otherwise not as described,
please contact us as soon as reasonably possible.
Where possible, please provide:
- your name;
- order number or other proof of purchase;
- a description of the problem; and
- clear photographs showing the item and any damage or error.
This helps us investigate and resolve the problem quickly.
Depending on the circumstances and your statutory rights, we may offer a replacement, repair, partial refund or full refund.
Where an item is legitimately rejected because it is faulty or not as described, Draig Creations will be responsible for reasonable return costs where required by law.
30-Day Right to Reject Faulty Goods
Under the Consumer Rights Act 2015, consumers normally have a 30-day short-term right to reject goods that are faulty, not of satisfactory quality, not fit for purpose or not as described.
Where this right applies, you may be entitled to a full refund.
After the initial 30-day period, you may instead be entitled to a repair or replacement in accordance with your statutory consumer rights.
Nothing in this policy is intended to restrict those rights.
Natural Materials
Many of our products are made using natural materials including wood and slate.
Natural materials may contain variations in:
- colour;
- grain;
- texture;
- knots;
- markings;
- surface finish;
- thickness; and
- natural edges.
These characteristics make each product unique and are not normally considered faults.
Engraving can also vary slightly depending on the grain, density, texture or composition of the material.
Likewise, natural slate may contain variations, small surface imperfections or differences around its edges.
We will, however, replace or refund an item where a material defect makes the product unsuitable for its intended purpose or means that it does not meet the standards required by law.
Handmade & Engraved Products
As many Draig Creations products are individually prepared, engraved and hand-finished, minor variations between products or between a product and photographs shown online may occur.
Product photographs are intended to provide a fair representation of the item, but differences in natural materials, screen displays, engraving tone and finishing may result in slight variations.
Reasonable variations arising from the handmade or natural nature of a product are not normally considered defects.
Customer-Supplied Artwork, Photographs & Designs
Where you provide photographs, logos, artwork, wording or other material for engraving, you are responsible for checking that the information and files supplied are correct and suitable for your intended use.
The quality of an engraving can depend upon the quality and resolution of the image or artwork supplied.
Where we provide a proof for approval, it is your responsibility to check that proof carefully before approving production.
Once a design has been approved and production has begun, changes may not be possible.
If we make an engraving error that differs from the approved artwork or instructions, we will put this right.
Orders Cancelled Before Production
If you wish to cancel a personalised or custom order, please contact Draig Creations as quickly as possible.
If production has not yet begun, we will normally try to accommodate the cancellation.
If design work, preparation, material cutting, engraving, personalisation or production has already started, cancellation or a full refund may no longer be possible.
Any refund offered will depend upon the circumstances and work already completed.
Items Damaged in Transit
Please inspect delivered orders as soon as reasonably possible.
If an item has been damaged during delivery, contact us promptly and include photographs of:
- the damaged product;
- the outer packaging;
- any damaged packaging; and
- the shipping label where possible.
Please retain the packaging until we have confirmed whether it is required for the claim.
We will arrange an appropriate replacement or refund where applicable.
Returning an Item
Please contact Draig Creations before returning any product so that we can provide the appropriate return instructions.
Please do not send products back without first contacting us, particularly where an item is damaged, faulty or personalised.
Unless the product is faulty, damaged, incorrect or otherwise covered by your statutory rights, customers returning a non-personalised product following a change of mind are normally responsible for the cost of returning the item.
We recommend obtaining proof of postage when returning goods.
Refunds
Approved refunds will normally be made to the original payment method wherever possible.
The time taken for the refund to appear in your account may depend upon your bank, card provider or payment service.
We cannot normally refund an amount to a different payment method or another person.
Proof of Purchase
We may ask you to provide reasonable proof of purchase before processing a refund, repair or replacement.
This could include an:
- order confirmation;
- receipt;
- invoice;
- email confirmation;
- card or bank transaction; or
- other reasonable evidence showing that the product was purchased from Draig Creations.
Sale & Discounted Items
Products purchased during a sale, promotion or at a discounted price have the same statutory rights regarding faulty or misdescribed goods as full-price products.
Personalised or custom-made sale items remain subject to the personalised-products provisions described above.
How to Contact Us
If you have a problem with your order or would like to request a return, refund, repair or replacement, please contact:
Draig Creations
Wrexham, North Wales
Please contact us using the contact details provided on our website or through the method used to place your order.
When contacting us, please provide your name, order details and a brief description of the issue so that we can assist you as quickly as possible.
Your Statutory Rights
Nothing in this Returns & Refund Policy excludes, restricts or attempts to limit any rights you have under UK consumer law, including the Consumer Rights Act 2015 and, where applicable, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Where there is any conflict between this policy and your statutory rights, your statutory rights will apply.