Overview
Returns Policy for Made With These Hands
Effective Date: 15th December 2025
Returns & Refunds Policy
Because glass engraving involves both delicate materials and, in many cases, personalised designs, our returns policy differs slightly from that of standard retail goods. Please read the following carefully before placing your order.
1. Bespoke & Personalised Items
All items that are custom-made, engraved to order, or personalised (including names, dates, inscriptions, or bespoke designs) are non-returnable and non-refundable, except in the case of fault or damage.
This is in accordance with consumer regulations relating to personalised goods.
2. Faulty or Damaged Items
We take great care in the creation and packaging of our work. However, if your item arrives damaged or faulty, please contact us within 48 hours of delivery.
When reporting damage or a fault, please provide:
-
Your order number
-
A clear description of the issue
-
Photographs of the item and packaging
Once assessed, we will offer one of the following where appropriate:
-
A replacement
-
A repair
-
A full or partial refund
Please do not return any item without contacting us first.
3. Non-Personalised Items
For non-personalised, standard items, you may return your purchase within 14 days of receipt, provided that:
-
The item is unused and in its original condition
-
It is returned in its original packaging
Return postage costs are the responsibility of the customer unless the item is faulty.
4. Return Shipping
If The glass has been damaged there is no need to send the item pack to us. A picture of the broken or damaged Glass is sufficient.
For all Non Engraved Item, they must be carefully packaged for return. We cannot accept responsibility for items damaged during return transit due to inadequate packaging.
We recommend using a tracked and insured delivery service.
5. Refunds
Once a return has been received and inspected, we will notify you of the outcome. Approved refunds will be processed within 7–10 working days using the original method of payment.
6. Cancellations
Orders for personalised or bespoke items cannot be cancelled once work has begun. If you need to amend or cancel an order, please contact us as soon as possible and we will do our best to help.
7. Contact Us
If you have any questions or concerns about our Returns Policy, please contact our Customer Service team at:
- Email: hughmnglass@gmail.com
- Phone: 07396904262
- Address: 22 Howes Lane Coventry CV3 6PJ
We appreciate your business and are committed to providing you with quality products and exceptional customer service.
Made With These Hands reserves the right to amend this policy at any time without prior notice.