Returns Policy

Want to send it back?
Our cases and products are unique, stupendously brilliant works of genius. Our mums say so. However, if you’re unhappy with your Etch product for any reason, then please get in touch and we’ll get right onto it. support@etchwork.com


Our Guarantee

General
We want you to be satisfied and enjoy the product or service you’ve chosen. However, we’re only human (we are human) and if something goes wrong, we guarantee to resolve your problem.

You’ll receive human contact with a prompt response, thanks to our excellent, no-quibble customer-service experience. If you’re not happy with the product you’ve received – for whatever reason – you can return it to us for a refund. Just send us a quick message first within seven days of receiving the goods. Please provide us with your original order number and, where faulty, provide details of fault and pictures where possible. All packaging must be in its original condition.

Please note that if you have ordered a customised case or have opted to have your device etched, once we have begun processing your order a refund cannot be given unless down to a manufacturing defect.

Bamboo cases
Our bamboo cases are made from real bamboo. It’s an organic product and, over time, its appearance can change. All our bamboo cases come with a six-month guarantee against manufacturing defects. Note that these cases are designed only to protect your device from the usual fair wear and tear. They don’t offer any protection from abuse, exposure to water or other liquid, extremes of temperature, improper installation or impact (such as from dropping the device).

To put it simply, our bamboo cases are not sold as protective cases or covers. If you want solid protection, maybe consider one of the other cases we sell. Should your Etch bamboo case develop a fault or defect caused by a manufacturing reason (and not general wear-and-tear usage), you can return the product to us and get the same (or equivalent) replacement. Please refer to the rest of this policy.

Other products
Any product we sell made by other manufacturers carries its own guarantee and/or warranty that you will find included with the product.

Etching service
If we etch your device and it later develops a fault and is exchanged for a new product under warranty, we’ll offer to etch your new product with a 50% discount as a gesture of goodwill. 

If you send a device in or purchase a case and create your own artwork, then please note that we cannot be responsible for:

• Spelling, punctuation or grammatical errors made by you
• Inferior quality or low-resolution of uploaded images
• Design errors by you in the design creation process
• Errors in user-selected options such as product type or size
• Variation in etching appearance due to product material.

Returns delivery charges
If you’re returning an item because of an error on our part or because it is defective, we will happily refund the delivery charges you incur. However, we require proof of postage cost.

Return address
Etch,
Portsmouth Technopole,
Kingston Crescent,
Portsmouth,
Hampshire,
PO2 8FA,
United Kingdom.

Important: when returning goods, please use a recorded postage service. If we don’t receive your product, then we cannot refund or exchange it! Please send your order number and tracking number to support@etchwork.com

If you have a returns query, please check out our FAQs section first to see if your question is answered. If not, please get in touch: support@etchwork.com