Refund policy
At EngraviaCraft, every piece is handcrafted and made to order with care and attention to detail. Due to the custom nature of our products, our return and refund policy differs from that of mass-produced items.
Customer satisfaction is important to us. If you have any questions or concerns regarding your order, please don't hesitate to contact us—we're always happy to help.
Returns
We generally do not accept returns for:
- Made-to-order products
- Personalized items
- Custom city, trail, or circuit maps
- Commissioned artwork
Please review your order carefully before placing it.
Delivery Inspection
Please inspect your parcel upon delivery before accepting it.
If the outer shipping box appears significantly damaged, torn, crushed, or shows signs of mishandling, we recommend refusing delivery where possible, or noting the damage with the courier before accepting the shipment. This helps us process shipping damage claims more efficiently.
If you have already accepted the delivery and discover damage to your order, please contact us within 72 hours of delivery.
Damaged or Incorrect Orders
If your item arrives damaged, defective, or you receive the wrong product, please contact us within 72 hours of delivery at support@engraviacraft.com.
To help us review your claim, please include:
- Your order number
- Photographs of the outer packaging
- Photographs of the product
- Photographs of any internal packaging
- A brief description of the issue
Once reviewed, we may offer, at our discretion:
- A replacement
- A partial refund
- Store credit
- Another appropriate resolution depending on the circumstances
Cancellations
Orders may be cancelled before production begins.
Once production has started, cancellations are generally not possible due to the handcrafted, made-to-order nature of our products.
Custom and personalized orders cannot be cancelled once design or production work has commenced.
European Union Customers
If your order is shipped to the European Union, you may have additional statutory consumer rights under applicable law.
However, the right of withdrawal generally does not apply to personalised or made-to-order goods manufactured to a customer's specifications. Where applicable, your statutory rights remain unaffected.
Refunds
If a refund is approved, it will be issued to your original payment method.
Please allow up to 10 business days for the refund to be processed after approval. Processing times may vary depending on your bank or payment provider.
Shipping charges, customs duties, taxes, and import fees are generally non-refundable.
Contact Us
Engravia Craft W.L.L.
Kingdom of Bahrain