Refund policy

Returns and order problems

For help with an order, email foundryandgauge@gmail.com. Please include your order number and a description of the problem, with photographs where practical. If photographs are not practical, contact us anyway.

We will discuss the issue and arrange an appropriate refund or replacement in accordance with your statutory rights. If we need the plaque returned, we will provide the return address and instructions privately by email. We cover reasonable return postage where required for faulty, damaged or incorrectly supplied goods.

Please email before sending anything back. Our public correspondence address is Foundry & Gauge, 77 The Manor, Malmesbury, SN16 9JN, United Kingdom. This is not our designated returns address. Please request return instructions rather than sending goods there. This request does not limit your statutory rights.

Personalised and bespoke plaques

Our launch range is engraved to your specification. Personalised and made-to-order goods are normally excluded from the statutory change-of-mind cancellation right. This does not affect your rights where goods are faulty, damaged, misdescribed or incorrectly supplied.

If you need to change or cancel an order, email as soon as possible. We may be able to help before production begins, but changes or cancellation cannot always be accommodated.

Your wording and artwork

Please check names, spelling, dates, numbers, wording and artwork carefully. We cannot normally refund or replace a plaque correctly made using incorrect information you supplied or approved. This does not remove your statutory rights. Standard structured orders may proceed from the personalisation supplied without a separate proof; bespoke work may require proof approval.

Material character

Real metal can vary in grain, shade, patina and engraving appearance. Normal variation is not automatically a defect, but goods must still meet their description and applicable consumer standards.

Your statutory rights

Nothing in this policy excludes or limits your statutory consumer rights, including any right to reject faulty goods and receive a refund. Any remedy will be handled in accordance with those rights.