Returns and replacements

Pieces engraved with your name, photograph, date or text are made for you and cannot be returned or exchanged. To make sure what arrives is what you wanted, we send a proof before engraving every customized design and only proceed once you approve it.

If a piece arrives damaged, send us a photograph of the item and the outer box within 48 hours of delivery and we make and ship a replacement at no cost. An unboxing video helps and is sometimes required by the courier for their own claim. You do not need to send the damaged piece back.

If the piece differs from your approved proof or something is missing from the box, tell us within 48 hours and we will put it right at our cost.

Unused, unengraved pieces in their original packing can be returned within 7 days of delivery for a refund to the original payment method. We arrange and pay for return shipping when the item is defective; otherwise return shipping is paid by you.

Refunds are issued within 5 working days of the returned piece reaching us, to the original payment method. Banks and card networks may take a further 5 to 7 working days to show it.

Email support@timbertrace.in or WhatsApp +91 88300 26811 with your order number and photographs. We reply within a working day.