Refund policy

Last updated: October 2025

We take great pride in handcrafting every metal sign, gift, and wall art piece in our family-run Irish workshop.
Each item is made with care, whether it’s a standard design or a one-of-a-kind custom creation.

Your satisfaction matters to us, and we want you to feel confident when ordering.
Please review the policy below for information on returns, refunds, and custom work.

Custom and Personalised Orders

All custom or personalised items are made specifically for you.
Before production begins, we will send a digital proof by email for your review and approval.
Once you have confirmed the proof and we begin production, no changes, cancellations, or refunds can be accepted.

This process ensures you are fully happy with your design before we create it.

Custom items are non-refundable and non-returnable, except in the rare case of:

  • Damage during delivery, or
  • An error on our part (for example, incorrect spelling, size, or design compared to the approved proof).

This exclusion is in accordance with EU consumer law (Directive 2011/83/EU, transposed in Ireland by the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013).

If you experience an issue, please contact us within 7 days of receiving your order at info@customssr.ie and include:

  • Your order number
  • A description of the issue
  • Clear photos of the product and packaging

We will review your case promptly and offer a replacement or partial refund if appropriate.

Standard (Non-Custom) Items

If you purchased a standard, non-personalised product, you may return it within 14 days of delivery under the EU Consumer Rights Directive.

To be eligible for a return:

  • The item must be unused, unmounted, and in its original condition.
  • You must contact us within 14 days of receiving it to request a return.

Once approved, we will provide return instructions by email.
Return shipping costs are the responsibility of the customer unless the item was damaged or incorrect.

After we receive and inspect the returned item, your refund will be processed within 5–10 working days to your original payment method.

Damaged or Faulty Items

We take care to pack all orders securely.
If your order arrives damaged, please contact us within 7 days of delivery with photos of:

  • The damaged item
  • The packaging
  • The shipping label

We will arrange a replacement or refund as quickly as possible.

Contact

For all refund or return enquiries, please contact us at:
info@customssr.ie
or through our Contact Form

Thank You

We truly appreciate your support of our family-run Irish workshop.
Each piece is made to order with attention to detail, and we’ll always do our best to ensure you’re delighted with your purchase and our service.