Returns, Refunds & Cancellation Policy
SurnameCrest is committed to offering its customers the highest level of service and customer satisfaction possible.
WE WANT YOU TO BE HAPPY
All our products shipped by SurnameCrest.com are guaranteed, and we have 100% happy customer policy- that ensures that new customers become repeat customers.
We are confident that your order will be received on time, undamaged and will meet your expectations. If you are in any way dissatisfied with the condition or workmanship of your order, you can return it to us for a full refund or reprint.
As each SurnameCrest.com product is custom made we cannot offer a return unless:
(a) the product does not match the order, or
(b) the product is faulty/damaged
(a) The product does not match the order
If the product(s) delivered does not match your order please contact us via email or telephone outlining the problem and we will arrange the return of the said goods. Please remember to include your original invoice number and the name your order was placed under.
(b) The product is faulty/damaged
If the goods have a problem relating to the quality of the product such as a mis-print (if its our fault) or is damaged before delivery, then a photograph as well as description of the problem should be sent to us via email or telephone outlining the problem and we will arrange the return of the said goods. Please remember to include your original invoice number and the name your order was placed under.
Any problem with an order should be outlined within 24 hours of receiving the goods.
Failure to inform SurnameCrest of a problem within 24 hours of receiving the goods will mean the order is deemed to have been accepted and checked.
If the problem relates to a production issue at SurnameCrest.com then a re-print of the goods may be offered to rectify the quality issue. Because every product is custom-made to your specifications, if the order has already been produced SurnameCrest retains the right to solely offer a re-print when seeking to rectify any problem with an order.
A refund will be offered only when an order is cancelled prior to any work being undertaken SurnameCrest.com. But please be aware – that once an order has been made we often work on it almost straight away in order to get it out to the customer ASAP.
If you need to cancel an order you should contact customer services by email as soon as possible. Due to the short turnaround times we try to work to, your order may have already gone into production.
If an order has been placed by the customer and subsequently produced by SurnameCrest a refund will not be offered on cancellation as the goods are custom-made to clients specifications and not stock items that can be re-sold.
Please note that we can not accept responsibility for any failure on the part of any courier or delivery service used to deliver goods, nor can we accept any consequential loss incurred by the customer by any action or inaction on the part of SurnameCrest or any agent acting on behalf of SurnameCrest.
Average turnaround times are shown on the product page. Please note that these are average turnaround times only and are not a guarantee of which day your order will be delivered. Turnaround is shown in working days which does not include weekends or public holidays.