Refund policy
Everything we make is made to order in our workshop in Kilcullen, Co. Kildare, and most of it is personalised. That changes what we can take back, so this page says exactly what applies to your order.
If something is wrong with your order
If your piece arrives faulty, damaged in transit, or it is not what you ordered, we will put it right with a repair, a replacement or a full refund. That includes personalised pieces: if we have engraved it wrong, that is ours to fix.
Email hi@carveon.com with your order number and a photo. We do not put a short clock on this. Your rights under the Consumer Rights Act 2022 run for two years from delivery and we do not shorten them.
If you change your mind: pieces without personalisation
You have 30 days from delivery to return an unpersonalised piece for a full refund. That is longer than the law requires and we are glad to offer it.
The piece needs to come back unused and in its original packaging, in a condition we could sell it in.
If you change your mind: personalised pieces
We cannot take back a piece that has been personalised unless something is wrong with it. Once your name, initials or logo is engraved into the leather it cannot be undone, and we cannot sell it to anyone else. This is the exception consumer law makes for goods made to order.
This is why we show you your design before we make it. Please check the spelling, the layout and the font carefully at that point. Once you approve it and production starts, the engraving is permanent.
If you are unsure about anything, email us before you order rather than after.
Cancelling an order
Non-personalised pieces can be cancelled any time before they ship.
Production on personalised pieces starts quickly. If you need to change or cancel one, contact us immediately at hi@carveon.com or +353 (0)45 482 637 and we will stop it if we can. Once the leather is cut or engraved, we cannot.
Refunds
Once your return reaches us and we have checked it, we refund to your original payment method within 14 days and email you to confirm. Your bank may take a few days longer to show it.
Return postage
If a piece is faulty, damaged or wrong, we cover the return postage. Contact us first and we will arrange it.
If you are returning something because you changed your mind, the postage is yours. Use a tracked service: we cannot refund a parcel that does not arrive.
Items we cannot take back
- Personalised or engraved pieces, unless there is a fault
- Gift cards
- Anything returned used, damaged, or without its packaging
Corporate and bulk orders
Corporate, bulk and co-branded orders are covered by the terms we agree with you at the time, not by this page. If there is an issue with a corporate or bulk order, contact us at hi@carveon.com or +353 (0)45 482 637 and we will sort it out with you directly.
How to start a return
Email hi@carveon.com with your order number and what you would like to do. We will confirm before you post anything back.
Returns address:
CarveOn
Kilcullen Industrial Estate
Naas Road
Kilcullen
Co. Kildare
R56 VX40
Ireland
Please do not post anything back without emailing first.
Your statutory rights
Nothing on this page affects your statutory rights.