Refund policy

Personalised products
Every BrassDonut tag is engraved to order with the text you choose. Because personalised goods are made to your specifications, they are excluded from the 14-day right of withdrawal under EU consumer law (Directive 2011/83/EU, Article 16(c)). This means I can't accept returns or give refunds if you simply change your mind.

Cancelling an order
If you contact me before your tag has been engraved, I'll cancel your order and give you a full refund.

If something is wrong
If your tag arrives damaged or defective, or the engraving doesn't match the text in your order, contact me within 14 days of delivery with your order number and a photo. I'll send you a free replacement or a full refund, whichever you prefer.
Please double-check your text before ordering. I engrave it exactly as you write it, so spelling mistakes in the text you entered can't be refunded.

Lost parcels
If your tracking hasn't updated for a long time or your parcel hasn't arrived, contact me. I'll look into it with the carrier, and if the parcel is confirmed lost, I'll send a replacement or refund your order.

Refunds
Approved refunds are paid back to your original payment method within 14 days.

Your legal rights
This policy does not affect your statutory rights as a consumer, including the legal guarantee for defective goods.

Contact: support@brassdonut.com