Refund policy

Refund and Return Policy

At M&L Studio, many of our products are personalised or made to order. Please read this policy carefully before placing your order.

Personalised and custom-made items

Personalised, engraved, customised, or made-to-order items cannot usually be returned or refunded unless they are:

Faulty
Damaged
Incorrect
Not as described

This includes items engraved with names, dates, messages, initials, logos, custom artwork or any other customer-requested personalisation.

Please check all personalisation details carefully before placing your order. We engrave the text exactly as entered by the customer.

Non-personalised items

For non-personalised items bought online, customers may have the right to cancel within 14 days of receiving the order and then return the item within a further 14 days. Items must be unused, in their original condition, and returned with original packaging where possible.

Customers are responsible for return postage unless the item is faulty, damaged, incorrect, or not as described.

Faulty, damaged or incorrect items

If your item is faulty, damaged, incorrect, or not as described, please contact us at info@mandlstudio.co.uk within 48 hours of receiving your order.

Please include:

Your order number
Your full name
Photos of the item
Photos of the packaging, if damaged in delivery
A short description of the issue

If the mistake was made by us, we will offer a replacement, repair, or refund depending on the situation.

Customer spelling or personalisation mistakes

We cannot refund or replace personalised items if the mistake was caused by incorrect information entered by the customer.

Examples include:

Misspelled names
Wrong dates
Wrong message
Incorrect initials
Incorrect delivery address
Emoji or symbol issues entered by the customer

Please check your order carefully before completing payment.

Cancelling an order

If you need to cancel an order, please contact us as soon as possible at info@mandlstudio.co.uk

If production has not started, we may be able to cancel and refund the order.

If the item has already been personalised, engraved, made, or dispatched, cancellation may not be possible.

Refunds

If a refund is approved, it will be processed back to your original payment method. Please allow time for your bank or payment provider to process the refund.

Your legal rights

This policy does not affect your statutory rights. Customers are still entitled to a suitable solution if goods are faulty, damaged, incorrect, or not as described.