If you have received items that are broken or defective, please telephone us within 1 working day. Please do not return them, or deduct their cost from your invoice total, without prior consent.
Plain (blank) Products:
Damaged or Defective Items We require a digital photograph for the purposes of claiming from the carrier or the manufacturer. We will not refund or send replacements until we have received photographic evidence to support our claims. For damaged items, we also require a written statement regarding the state of the outer packaging and your opinion regarding the amount of packaging used. Items returned which are not faulty will incur a 10% re-stocking charge.
Refund/Replacement Upon receipt of photographic evidence, we retain the right to refund or replace, as we see fit. Where a replacement article is offered, we will start a new order on Your Account, on our website, for you to add to if you so wish. Note that we do not send replacement goods out free of carriage charges.
Printed or Engraved Products:
Damaged Items We require a digital photograph for the purposes of claiming from the carrier. We will not refund or send replacements until we have received photographic evidence to support our claims. We also require a written statement regarding the state of the outer packaging and your opinion regarding the amount of packaging used.
Defective Items We require a digital photograph for internal training purposes. We will not refund or send replacements until we have received photographic evidence.
Refund/Replacement
Upon receipt of photographic evidence, we will replace Engraved Products and send them free of carriage charges. We will act in a timely fashion, to ensure the minimum of delay in fully satisfying your order.
Upon receipt of photographic evidence, we will Refund or Credit Printed Products. We will not set up our machine and re-print (to Replace the goods), unless there are a substantial amount of damaged glasses.