Terms & returns

Last updated 21 October 2026

The short version: we design it with you first, you only pay once you're happy with the design, and if something arrives faulty or damaged we'll put it right. The details are below.

Who we are

Gem Mint Engraving is a small laser engraving business run by a sole trader in the UK. Email hello@GemMintEngraving.co.uk.

How ordering works

1. You send us an enquiry or a design from our website.
2. We prepare a design consultation: what we'll make, a preview where possible, and the price (including postage).
3. You accept it, or ask for changes. When you accept it and tick that you agree to these terms, we have an agreement (a contract).
4. You give us your delivery address and pay the full amount.
5. Once payment has arrived, we make your order and post it with tracking.

We may decline any order, for example if we can't engrave it well or it could infringe someone else's rights (see your designs).

Prices and payment

• The price is the one in your design consultation. It includes postage, and nothing is added later.
• You pay through a secure payment link from our payment provider. We never see your card details.
• We start making your order once your payment has arrived.

Changing your mind

Everything we make is personalised for you, so the usual 14-day "change your mind" right doesn't apply once we've started making it. But:

• Before we start making it, you can cancel for any reason and we'll refund you in full. Just email us. Your order page shows when we've started ("Being created").
• Once we've started making it, we can't take it back or refund it unless it's faulty (see below).

Faulty or damaged items

We check every piece before it's posted. If yours arrives faulty or damaged:

• Tell us within 7 days of it arriving, with photos of the item and the packaging.
• We'll remake it or refund you, whichever we agree is best. We may ask you to send it back, and if so we pay the postage.

This doesn't affect your legal rights. Under UK consumer law, items must be as described, of satisfactory quality and fit for purpose.

Delivery and lost parcels

• We post everything with Royal Mail tracked services to UK addresses. Delivery times are Royal Mail's estimates, not guarantees.
• Please check your delivery address carefully. If a parcel goes to the address you gave us, we can't be responsible if it's wrong.
• Lost parcels: if the tracking shows a parcel hasn't been delivered, we'll open an investigation with Royal Mail. Once Royal Mail confirms it's lost (this can take a few weeks), we'll remake your order or refund you. We go by the tracking information and the outcome of that investigation.

About our products

• Previews are a guide. Our online designers and previews show roughly how it will look. The real engraving can differ a little in shading, detail and position.
• Sizes are approximate. We scale your design to fit the real item.
• Natural materials vary. Wood grain, slate texture and colour differ from piece to piece. Tiny marks or bubbles inside K9 crystal are normal and not a fault.
• Your pictures. Low-quality photos give low-quality engravings. We'll tell you in the design consultation if we think a photo won't work well.

Your photos and designs

When you send us photos, artwork, logos or names, you confirm you own them or have permission to use them. More in our privacy notice.

Refunds

Refunds go back the way you paid, within 14 days of us agreeing them.

Our responsibility

We're responsible for losses you suffer that are a foreseeable result of us breaking these terms, up to the price you paid for the order. Nothing here limits our responsibility where the law doesn't allow it (for example, for death or injury caused by our negligence, or your rights under consumer law).

Everything else

• Loyalty stamps and rewards follow the separate loyalty rules.
• We may update these terms. Your order follows the terms you agreed to when you accepted the design consultation.
• These terms are under the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in your local courts.
• Something gone wrong? Email us first and we'll do our best to sort it out.