Return & Exchange Policy

At The Engraver, we take pride in providing personalised jewellery and hand-engraved pieces. Because many of our products are custom-made to order, our return and exchange policy differs from standard retail items.

You may be eligible to request a return or exchange if:

• you submit your request together with proof of purchase to hello@theengraver.co
• the item is a regular-priced non-custom item
• the item is unused, in the same condition that you received it, and in its original packaging
• the item is returned within 14 days from the date of delivery

Please note that customised, personalised, or engraved items cannot be returned or exchanged due to change of mind, incorrect choice, or incorrect engraving details submitted by the customer.

As each engraving is completed by hand, slight variations in spacing, depth, alignment, and overall finish may occur. These natural variations are part of the unique handmade character of the product and are not considered faults.

However, if your item arrives faulty, damaged, or not as ordered, please contact us at hello@theengraver.co as soon as possible so we can review the issue and provide a suitable resolution in accordance with your rights under the Australian Consumer Law.

Customers are responsible for all postage costs associated with returns or exchanges unless the item is faulty or not as ordered.

We recommend using a trackable postage service and obtaining shipping insurance for higher-value items, as we cannot guarantee receipt of returned goods without tracking.

Once we have received and inspected your returned item, we will notify you by email whether your return, exchange, or refund request has been approved.

All exchanges are subject to product availability.

If the requested replacement item is unavailable, we will contact you to discuss an alternative or refund where applicable.

If your refund is approved, the refund will be processed back to your original method of payment.

Please allow time for your bank or payment provider to process the transaction. If you have not received your refund within 14 business days after approval, please first check with your bank or credit card provider. If the issue continues, please contact us at hello@theengraver.co.

This policy is in addition to your rights and remedies under the Australian Consumer Law.

All prices displayed on our website are in Australian Dollars (AUD) and include GST where applicable.

Prices shown on the website are current at the time displayed and may be changed without notice. You must pay for all items at the time of placing your order.

All items are subject to availability. We do our best to ensure stock levels and product information are accurate. If an item becomes unavailable after your order is placed, we will notify you as soon as possible and provide a refund for that item where applicable.

For customised and engraved items, production will begin based on the order details submitted at checkout. It is the customer’s responsibility to ensure all engraving details, spelling, dates, initials, and selected options are correct before completing the order.