Refund Policy

Lush Keepsake, 222 Kensal Road, London W10 5BN, United Kingdom. Almost everything we sell is engraved to your order, so please read this before ordering.

Items without engraving: your right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel an order for an item without engraving within 14 days of the day you receive it, without giving a reason. We extend this to 30 days. To cancel, tell us by email at hello@lushkeepsake.com. You can use the model cancellation form below, but you do not have to.

Please return the item unused and in its original packaging within 14 days of telling us. You pay the cost of returning it. We refund the price of the item, and the standard delivery charge if you return the whole order, within 14 days of receiving it back or of receiving proof that you have sent it, using your original payment method.

Engraved and personalised items

Engraved items are made to your specification, so the right to cancel does not apply to them (regulation 28(1)(b) of the Regulations above) and they cannot be returned because you have changed your mind. This does not affect your rights under the Consumer Rights Act 2015.

If you spot a mistake in your order, email us straight away. If we have not started engraving, we will correct it or cancel the order and refund you in full.

Faulty, damaged or incorrectly engraved items

We will always put right a faulty item, damage in transit, an engraving that does not match the details you gave us, or an engraving that is poorly executed, with a replacement or a full refund. We reimburse your reasonable return postage. Please tell us as soon as possible, ideally within 14 days of delivery and with photographs, so we can put it right quickly. This does not limit your rights under the Consumer Rights Act 2015.

We engrave exactly what you enter, character for character, and the preview you see before ordering shows the layout we follow. The preview is a close guide: the exact size, depth and tone of the engraving vary slightly with the metal and finish. We cannot accept a return where the engraving matches what you entered, so if you are unsure about spelling or dates please ask us before ordering.

Refunds

Refunds are made to your original payment method within 14 days of us agreeing the refund. Your bank may take a few further days to show it.

Model cancellation form

To: Lush Keepsake, 222 Kensal Road, London W10 5BN, hello@lushkeepsake.com
I hereby give notice that I cancel my contract of sale of the following goods: ______
Ordered on / received on: ______
Name: ______
Address: ______
Signature (if sent on paper): ______
Date: ______