Refund policy
Returns & Refund Policy
At O'SHINE Design & Craft, every product is handcrafted with care and individually inspected before it is packaged and dispatched.
Personalised Products
As each personalised item is made specifically for you, personalised and custom-made products cannot be returned, exchanged or refunded unless they arrive damaged during transit. Please ensure that all names, dates, photographs and personalised details are correct before placing your order.
Quality Control
Every order undergoes a thorough quality inspection before dispatch to ensure it meets our high standards. If your order arrives damaged, please contact us within 48 hours of delivery and include clear photographs of: the product; the packaging; the shipping label. Each case will be reviewed individually, and where appropriate, we will offer a replacement or another suitable solution.
Care & Product Condition
Our engraved acrylic products are made from premium-quality acrylic. Although durable, acrylic surfaces can develop fine scratches if handled or cleaned incorrectly. For this reason, returns or refunds cannot be accepted for products that: have been scratched, cracked or chipped after delivery; have been damaged through accidental handling or misuse; have been cleaned using unsuitable materials or chemicals; show signs of normal wear and tear. To help preserve your product, we recommend handling acrylic panels by their edges and cleaning them only with a soft microfibre cloth.
Right to Cancel
Under EU consumer legislation, customers normally have the right to cancel an online purchase within 14 days of receiving their order. However, this right does not apply to personalised or custom-made products, as they are created specifically to your individual requirements. If you purchase a non-personalised product, you may return it within 14 days of delivery, provided it is: unused; in its original condition; returned in its original packaging. Return shipping costs are the responsibility of the customer unless the item arrived damaged.