Returns & Refunds

1 Overview

Every shield and decorative piece that leaves my workshop has been carefully inspected by me. I stand fully behind my work. If for any reason you are not satisfied with your purchase, I am committed to making it right.

This policy applies to all orders placed directly through the Shieldwright website. This policy does not affect your statutory rights under applicable consumer protection law.

2 Return Eligibility

The following criteria determine whether an item may be returned:

Eligible for Return

• Standard (non-bespoke) items returned within 14 days of the delivery date.
• Items that are unused, unaltered, and in their original condition.
• Items accompanied by the original packaging, hanging hardware, and any certificates of provenance.
• Faulty or damaged goods, regardless of whether they are bespoke — see section 8.

Not Eligible for Return

• Bespoke and made-to-commission pieces (except where faulty or not as agreed).
• Items that have been mounted, drilled, modified, or used in re-enactment or display.
• Items returned more than 14 days after the delivery date without prior written agreement.
• Gift vouchers and digital downloads.

3 How to Return

Please follow these steps to arrange your return. Do not send goods back without first receiving a Return Authorisation (RA) number — unannounced returns cannot be processed.

1. Email info@shieldwright.eu with your order number and reason for return. You will receive your RA number within 2 working days.
2. Pack the item securely in its original packaging, or equivalent rigid packaging. The RA number must be clearly written on the outer box.
3. Ship the parcel using a fully insured, trackable service. I recommend specialist art courier services rather than standard postal services.
4. Email me the tracking number so I can monitor the return and act quickly should any transit issue arise.
5. Once I receive and inspect the goods, I will confirm the outcome and process any refund or exchange within 14 days.

4 Condition of Returned Goods

My shields are handcrafted objects; their condition at the time of return directly affects my ability to offer them again. Please handle all items with care while deciding whether to keep them.

• Items must be free from scuffs, scratches, dents, or alterations not present at the time of delivery.
• Leather straps, boss fittings, and hanging hardware must be intact and unmodified.
• Original tissue, protective wrap, and the outer presentation box must be included.
• Do not apply oils, waxes, or treatments to an item you intend to return.

If a returned item shows signs of use or diminished value beyond what is necessary to reasonably inspect it, I reserve the right to deduct an amount reflecting that reduction from your refund. I will notify you of any such deduction before processing.

5 Return Shipping

Customer-Initiated Returns

Unless the item is faulty, damaged in transit, or sent in error, the cost of return shipping is the customer's responsibility. I do not provide pre-paid return labels for standard change-of-mind returns.

I strongly recommend using a service that provides full insurance to the declared value of the item. I cannot accept liability for goods lost or damaged during return transit if an appropriate carrier was not used.

Returns Due to My Error

If I sent the wrong item, or if the item is faulty or arrived damaged, I will arrange and cover the full cost of return collection using my preferred carrier. Please do not arrange your own return shipping without first confirming with me.

6 Refunds

Once returned goods have been received and inspected at my workshop, I will process your refund promptly.

Refund Timelines

• Inspection: carried out within 3 working days of receipt.
• Refund issue: within 14 days of receipt of the goods.
• Bank processing: typically 3–5 working days depending on your card issuer or PayPal.

What Is Refunded

For eligible returns, I refund the full purchase price of the item including the original standard delivery charge. Express or specialist delivery upgrades are non-refundable. Return shipping costs are not reimbursed except where the return is due to my error or a proven product fault.

Refund Method

Refunds are issued to the original payment method only. I am unable to redirect refunds to a different card, account, or payment method.

7 Exchanges

If you would like a different item, the most efficient route is:

1. Return the original item following the process in section 3 to receive your refund.
2. Place a new order for the preferred item when ready.

If you have a specific preference and would like to discuss options before committing to a new order, I am happy to help. Contact me at info@shieldwright.eu or via the contact form.

8 Faulty or Damaged Goods

I take great pride in the quality of my craftsmanship, but if your item arrives damaged or a manufacturing fault becomes apparent, I will make it right at no cost to you.

On Delivery

Please inspect your order on arrival. If the outer packaging is visibly damaged, note this with the courier before signing. Email photographs of the packaging and item to info@shieldwright.eu within 48 hours of delivery.

Manufacturing Faults

If a manufacturing fault becomes apparent within 6 months of delivery, please contact me with a clear description and photographs. I will assess the fault and offer one of the following:

• Repair by me at no charge.
• Replacement with an equivalent piece.
• A full refund of the purchase price including original delivery.

After six months, statutory rights still apply under applicable consumer protection law, though we may ask you to demonstrate that the fault existed at the time of purchase.

What Does Not Constitute a Fault

Our pieces are hand-crafted using traditional techniques. The following are natural characteristics of handmade work and are not considered defects:

• Minor variation in grain, colour, or texture of timber and leather components.
• Small tool marks or file lines consistent with hand finishing.
• Variation in the patina or colour of iron and steel fittings arising from the smithing process.
• Natural movement in timber due to changes in ambient humidity.

9 Bespoke & Commission Work

Bespoke and custom commission items are made to your individual specification and are therefore excluded from the standard 14-day right of return under the Consumer Rights Directive (Article 16(c)).

This exception does not affect your right to a remedy if a bespoke piece:

• Is faulty or develops a manufacturing defect.
• Does not match the specification agreed in writing in your Commission Agreement.
• Is materially different from any approved sample or proof provided before production began.

10 International Returns

I welcome returns from international customers and the same eligibility criteria apply. However, please note the following additional points:

• International return shipping costs are the customer's responsibility unless the return is due to my error or a proven fault.
• Parcels must be clearly marked as “Returned Goods — No Commercial Value” on all customs documentation to avoid import duties being applied on re-entry to Poland.
• Shieldwright cannot refund any import charges incurred due to incorrect customs labelling by the customer.
• For EU customers, the return must still be initiated within 14 days of delivery even if transit times mean the goods arrive back with us later.
• We recommend shipping insurance equal to the full purchase price of the item.

If you are unsure how to label your return parcel for customs, please contact me before dispatching and I will advise.

11 Contact

I am available to help with any returns queries.

• Returns enquiries: info@shieldwright.eu
• Telephone: +48 720 82 32 55
• Post: Shieldwright, ul. Bitwy Białostockiej 26, 15-103 Białystok, Poland

Alternatively, use the contact form and I will respond within two working days. Please include your order number in all correspondence.