Refund policy
Returns and refunds
Everything we sell is engraved with names and a date that you choose. That makes each piece personalised and made to order, which changes your return rights. This page explains exactly how, in plain terms.
The short version
- You can cancel free of charge at any point before your piece enters production. Nothing is made until we send your order to the workshop and pay for it.
- Once engraving starts, a personalised piece cannot be returned because you changed your mind. This is a legal exception, not a house rule.
- If the piece arrives faulty, damaged, or different from what you ordered, we replace it or refund it in full. Always.
Cancelling before production
Orders are reviewed by hand before they are sent for engraving. Nothing is made until we send your order to the workshop and pay for it. Email irftl2creative@gmail.com with your order number and, if we have not sent it yet, we cancel it and refund you in full. If it has already gone, write to us anyway and we will tell you where your order stands.
Why personalised pieces cannot be returned for a change of mind
Under Article 16(c) of Directive 2011/83/EU on consumer rights, and Article 103(c) of the Spanish consumer act (Real Decreto Legislativo 1/2007), the 14 day right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised. A necklace engraved with two specific names and a date cannot be sold to anyone else.
By placing an order you acknowledge that this exception applies and that you lose the right of withdrawal once production begins.
Faulty, damaged or incorrect items
This exception does not touch your legal guarantee of conformity. If your piece arrives with a manufacturing defect, damaged in transit, or engraved differently from what you submitted, you are covered for three years from delivery under Spanish law. Send us a photograph and your order number within a reasonable time of noticing the problem and we will replace the piece or refund it, at no cost to you. Do not send anything back unless we ask you to: a photograph is usually enough.
Typing errors
We engrave exactly what you type. A misspelled name or a date entered in the wrong order is reproduced faithfully in steel, and a piece engraved that way is not faulty, so it does not qualify for a free replacement.
Two things protect you here. Your order confirmation email repeats every character you entered: read it the moment it arrives. And the date field asks for Day.Month.Year with a worked example (03.02.2013 is 3 February 2013), because that format differs from the one used in the United States. If you spot a mistake, email us straight away. If your piece has not gone for engraving yet, we correct it at no charge.
Non-delivery
If your order has not arrived within 30 days of dispatch, contact us. We will chase it with our production partner, and if it cannot be traced we refund you in full.
How refunds are paid
Refunds go back to the original payment method within 14 days of us agreeing the refund. Your bank may take a few days more to show it.
How to reach us
Email irftl2creative@gmail.com with your order number. We reply within 2 business days.
Last updated: 12/08/2026.