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 a piece arrives faulty, damaged, or does not match what we agreed, I am committed to making it right.

This policy applies to all commissions ordered through the shieldwright.eu website. This policy does not affect your statutory rights under applicable consumer protection law.

2 When a Return or Remedy Applies

Because every piece is made to order, there is no general right to return a shield simply because you change your mind. A repair, replacement, or refund applies in the following circumstances:

Covered

• The item is faulty or develops a manufacturing defect — see section 8.
• The item arrived damaged in transit.
• The item is materially different from the specification agreed in your Commission Agreement, or from an approved sample or proof provided before production began.
• The wrong item was sent.

Not Covered

• Change of mind, once production has begun — deposits are non-refundable once design work has commenced, per section 9.
• Items that have been mounted, drilled, modified, or used in re-enactment or display.
• Claims made after the notice windows in section 8 (48 hours for transit damage, 6 months for manufacturing faults) without prior written agreement.
• Gift vouchers, once issued.

3 How to Raise a Claim

Please follow these steps if your piece is faulty, damaged, or does not match what was agreed. Do not send goods back without first receiving a Return Authorisation (RA) number — unannounced returns cannot be processed.

1. Email shieldwrighteu@gmail.com with your order number, photographs, and a description of the issue. 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 repair, replacement, or refund within 14 days.

4 Condition of Returned Goods

My shields are handcrafted objects, and their condition at the time of return can affect how a fault is assessed and whether a repair, partial refund, or full refund is the right outcome. Please handle the item with care while awaiting my response.

• Items must be free from scuffs, scratches, dents, or alterations not present at the time of delivery.
• Leather straps 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

My Error, Faults, or Damage

If I sent the wrong item, or if the item is faulty, damaged in transit, or not as agreed, 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.

Other Returns

Because every piece is made to order, I am not obliged to accept a return outside the circumstances above. Where I agree to accept one as an exception, the cost of return shipping is the customer's responsibility.

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.

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 If You Want a Different Piece

Because each shield is made to your specification, there is no like-for-like exchange for a change of heart once a commission is complete. If the piece is faulty or not as agreed, use the process in section 3 instead.

If you would simply like something different, I am happy to discuss a new commission. Contact me at shieldwrighteu@gmail.com 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 shieldwrighteu@gmail.com 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 I may ask you to demonstrate that the fault existed at the time of purchase.

What Does Not Constitute a Fault

My 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

Every piece I make is produced to your individual specification. Under the Consumer Rights Directive (Article 16(c)), goods made to a consumer's specification or clearly personalised are excluded from the standard 14-day right of return — this exclusion applies to everything I make. This does not affect your right to a remedy where a piece is faulty, damaged, or not as agreed — see section 2.

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.eu cannot refund any import charges incurred due to incorrect customs labelling by the customer.
• Claims for transit damage must still be raised within 48 hours of delivery (see section 8), even if the return shipment itself takes longer to arrange.
• I 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: shieldwrighteu@gmail.com
• Telephone: +48 720 82 32 55
• Post: shieldwright.eu, 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.