Refund policy

At Walters of Clydebank, we take great pride in the quality and craftsmanship of our engraved products. Your satisfaction is our top priority. Please read our return policy carefully.

If you have purchased a non-personalised item from us, you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unused, with any tags still attached, and in its original packaging. You will also need the receipt or proof of purchase.

Personalised & Engraved Items

Due to the permanent and custom nature of our engraved products, we do not accept returns or offer refunds on personalised or engraved items if you have changed your mind or made an error in your order details (e.g., typos in the engraving text you provided).

Once an item is engraved, it is permanently customised for you and cannot be restocked or resold.

We strongly advise you to double-check all spelling, dates, and details for your engraving before submitting your order. As a courtesy, we do our best to spot obvious errors or typos, but we cannot guarantee we will catch them. The responsibility for providing accurate information rests entirely with you, and we will proceed with the engraving based on the exact text you provide in your order.

Damages, Defects, or Our Errors

Your happiness with our work is essential. We stand by the quality of our products.

Please inspect your order upon reception and contact us immediately (within 7 days) if:

  • The item is defective or damaged in transit.

  • We have made an error with the engraving (i.e., it does not match the text you provided in your order).

  • You have received the wrong item.

To resolve the issue quickly, please contact us at info@waltersofclydebank.co.uk with:

  1. Your order number.

  2. A clear description of the issue.

  3. A photo of the damaged/defective/incorrect item.

We will evaluate the issue and, if the fault is ours, we will arrange for a replacement or a full refund at our discretion.

How to Start an Eligible Return

To start an eligible return (for damaged, faulty, or non-personalised items), please contact us at info@waltersofclydebank.co.uk.

If your return is accepted, we will provide you with a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Our return address is:
80 Dumbarton Rd, Clydebank, G81 1UG

Refunds

Once we’ve received and inspected your eligible return, we will notify you and let you know if the refund was approved.

If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at info@waltersofclydebank.co.uk

Your Statutory Rights & "Cooling-Off Period"

This policy does not affect your statutory rights. Under the UK's Consumer Contracts Regulations 2013, customers normally have the right to cancel an order within 14 days for any reason.

However, this right does not apply to goods that are made to the consumer’s specifications or are clearly personalised. As our engraved items are personalised goods, the 14-day cooling-off period does not apply.

Questions?

If you have any questions about your specific item or this policy, please do not hesitate to contact us at info@waltersofclydebank.co.uk