Personalised and Custom-Made Products
Products made to your specifications cannot normally be returned or refunded simply because you have changed your mind. This includes products with names or dates. It also includes photographs and logos as well as custom dimensions or approved artwork.
Check all names and dates before approving a design. Please also check spelling and measurements. Make sure the layout and all other details are correct. We will produce the item using the information and proof you approve.
Design approval does not affect your rights when an item is faulty or damaged. Your rights also remain when an item is not as described or has not been made according to the approved design.
Contact us immediately if you wish to cancel a personalised order. We will provide a full refund if production has not started and no special materials have been committed. Cancellation may no longer be possible once production has begun. This is because the item is being made specifically for you.
Non-Personalised Products
You may cancel a non-personalised online purchase within 14 days of receiving it.
You must return the product within a further 14 days after notifying us. It should be unused and in its original condition. Please package it securely.
You are responsible for return postage unless the product is faulty or damaged. The same applies when the product is incorrect. We recommend using a tracked and adequately insured service because slate products are fragile.
We will refund the product price and the cost of our least expensive standard delivery option. Additional amounts paid for express or enhanced delivery are not refundable.
We may reduce a refund where a returned product has been handled beyond what would reasonably be necessary to inspect it.
Faulty, Damaged or Incorrect Orders
Contact us as soon as possible if your order arrives damaged or faulty. Please also contact us if it is materially different from its description or approved design.
Please provide the following so we can resolve the issue quickly:
- Your name and order number
- A description of the problem
- Clear photographs of the product
- Photographs of the external and internal packaging where delivery damage has occurred
Where appropriate we will arrange a repair or replacement. A refund may be provided in accordance with your statutory rights. We will cover reasonable return postage for faulty or damaged products when agreed in advance. This also applies to incorrectly supplied products.
Requests to report delivery damage within a particular period do not remove your statutory consumer rights.
Natural Slate and Hand-Carved Characteristics
Slate is a natural material. Its colour and surface texture may vary. Thickness and grain also differ between pieces. Natural edges are part of its character and are not normally considered faults.
Our relief and V-carved products are produced individually. Small variations from photographs or computer previews may occur. A variation will not be treated as a fault unless the finished item differs materially from its description or approved design.
Cracks and significant chips will be assessed separately. The same applies to incorrect carving or damage that affects the product’s intended use. These issues may qualify for a repair or replacement. A refund may also be appropriate.
Items We Cannot Accept as Change-of-Mind Returns
We cannot accept change-of-mind returns for:
- Personalised or custom-made products
- Products made to customer-supplied measurements
- Products made using customer-approved spelling, dates or artwork
- Products damaged through misuse, accidental damage or incorrect installation
- Products showing reasonable wear and tear
- Natural slate variations that were explained before purchase
This does not limit your rights if the item is faulty or damaged. Your rights also remain if it is misdescribed or not made according to the agreed specification.
Refunds
Approved refunds will be returned to the original payment method wherever possible.
Refunds for eligible non-personalised cancellations will be processed within 14 days. This period begins when we receive the returned goods or satisfactory evidence that they have been sent back. We will use whichever date comes first.
The time taken for a refund to appear may depend on Square. Your card provider or bank may also affect the timing.
How to Request a Return or Cancellation
Please contact us before returning anything:
Email: celticslateworksenquiries@outlook.com
Please do not send an item back until we have confirmed the return instructions. Slate must be packaged carefully to prevent damage during transit.
Your Legal Rights