Returns, Refunds & Cancellations

This policy explains when you can cancel an order, what happens if something is wrong with what you receive, who pays for what, and when you get your money back. It forms part of our Terms and Conditions of Sale; where the two appear to differ, the Terms prevail.

1. At a glance

Whatever you ordered, and whether you are a consumer or a business, if it arrives faulty, damaged or not as approved, you are always entitled to a remedy — see section 7.

2. Why engraved products cannot be returned

2.1 Every business card we sell is engraved to your specification — with your name, company details, logo or other artwork — and cannot be cancelled, returned or refunded once production has begun. It is made to the specific requirements of your order and has no resale value to us. This exception to the 14-day right of withdrawal is set out in Article 6:230p under f of the Dutch Civil Code and Article 16(c) of Directive 2011/83/EU.

2.2 We make this clear on our product pages and in our Terms. If we have failed to tell you before you ordered, you keep the full 14-day right.

2.3 Section 7 still applies. If an engraved product arrives faulty, damaged, or differs from the proof you approved, you are entitled to a remedy.

3. You can cancel until you approve your proof

3.1 After you order, we send you a digital proof. Nothing is engraved until you approve it. If you are a consumer, you may cancel your order at any time until you approve the proof, without giving any reason and free of charge.

Three steps:

1. Tell us before you approve the proof. Email team@businessengrave.com with your order number, or use the model withdrawal form at the end of this document, or write to us at Archivistry B.V. (Business Engrave), Jonkheer Ruysstraat 67, 6221 VS Maastricht, the Netherlands. Any clear statement will do — you do not have to give a reason and you do not have to use our form.

2. We confirm. We acknowledge your cancellation in writing without delay.

3. We refund you. See section 6.

3.2 Because nothing has been made or dispatched at that point, there is nothing to send back, and we refund everything you have paid — including any design fee and the delivery cost.

4. Custom design service

4.1 If you ordered our design service, we revise your design as many times as needed until you approve it. If you are a consumer, you may cancel the design service at any time until you approve the final design, and we will refund the design fee in full.

4.2 The design you approve becomes your proof, so sections 2 and 3 apply to it. This section does not limit any statutory right of withdrawal you may have.

5. Business customers

Business customers do not have a statutory right of withdrawal. If you need to change or cancel a business order before you approve the proof, please contact us as soon as possible and we will do what we reasonably can. Sections 7 and 8 apply to business orders in full.

6. Refunds

6.1 When you cancel before approving your proof, we refund you within 14 days of receiving your cancellation.

6.2 We refund using the same payment method you used, unless you expressly agree to something else. We never charge a fee for issuing a refund.

7. Faulty, damaged or incorrect items

7.1 Separately from the right to cancel above, you have a statutory guarantee that what you bought conforms to the contract. This applies to every product we sell.

7.2 Conformity is judged against the proof you approved. The approved proof is the specification we work to, and we engrave it exactly as approved. A product that matches your approved proof conforms to the contract, even if the approved content contains a spelling mistake, a wrong name, an outdated telephone number or a QR code pointing to the wrong address. That is not a fault, a defect or an incorrect delivery, and it does not give rise to a claim under this section. A product is faulty, damaged or incorrect only where the shortcoming is ours — for example the engraving does not match the approved proof, the wrong product or material was sent, the item arrived damaged, or the material or workmanship is defective. If you spot a mistake in your own content after approving the proof, contact us immediately: we will correct it if production has not yet begun.

7.3 For consumers, a lack of conformity appearing within two years of delivery is covered. If it appears within the first year, it is presumed to have been there at delivery unless we can show otherwise.

7.4 For an engraved product, the remedy is normally that we remake it. As a consumer, you can ask for free repair or replacement, and you may choose between them unless your choice is impossible or disproportionately costly for us. If that fails, is refused, takes an unreasonable time, or causes you significant inconvenience, you can ask for a price reduction or rescind the contract and get your money back. For business customers, we remake the product or refund what you paid for it. In every case you bear no cost — shipping, labour and materials are ours. Where we ask you to send an item back, we pay for the return: we will either arrange it or reimburse what it cost you.

7.5 Please tell us within a reasonable time of noticing the problem. For consumers, notice given within two months of discovery is always in time.

7.6 To make a claim: email team@businessengrave.com with your order number, a description of the problem and photographs if you can. We compare the product you received with the proof you approved, and will respond substantively within 14 days.

7.7 The guarantee does not cover normal wear and tear, damage from misuse or accident, failure to follow any care instructions we supply, the natural variation in wood grain, colour and figure and in the tone and finish of metal that is inherent to the material, or the minor differences between individual items that arise because each card is engraved and finished individually or in small batches. These variations are described in our Terms.

8. Parcels lost or damaged in transit

Until your parcel physically reaches you, the risk is ours. If it is lost, stolen or damaged on the way, contact us and we will remake and resend your order or refund you in full. We do not ask you to take up carrier failures yourself. Our Shipping & Delivery policy explains how and when to report a missing parcel.

9. If something goes wrong when you order

10. Exchanges

Because every card is engraved to your approved proof, we cannot exchange it for a different material, design or quantity once production has begun. If you would like more cards or a different version, simply place a new order.

11. Complaints

11.1 If you are unhappy with how a cancellation, claim or refund has been handled, email team@businessengrave.com. We acknowledge complaints within 5 business days and respond substantively within 14 days.

11.2 Consumers in the Netherlands can get free advice from ConsuWijzer (consuwijzer.nl), run by the Dutch Authority for Consumers and Markets. Consumers elsewhere in the EU, and in Norway and Iceland, can get free help from their national European Consumer Centre (ECC-Net). Nothing in this policy affects your right to go to court. See also our FAQ and contact page.

Annex — Model withdrawal form

Complete and return this form only if you are a consumer and wish to withdraw from the contract. You are not obliged to use it: any unambiguous statement will do, as long as it contains your name and your order number.