Customer Care, Breakages & Refunds
At Foyle Engraving Co., we take great pride in the quality of our work. This policy outlines how we support customers and manage issues fairly and transparently.
Issues & Feedback
If you have concerns regarding your order, please contact us at foyleengravingco@gmail.com within a reasonable timeframe.
We strive to resolve genuine issues promptly and professionally.
Breakages on Arrival
Although slate is packaged with care, damage during transit can occur due to its fragile, glass-like nature.
If your order arrives damaged:
- Notify us within 3 days of delivery.
- Provide clear photos of the damage and packaging.
- Our standard resolution is to provide a replacement item.
- Claims made beyond 3 days cannot be accepted, as we cannot verify handling after receipt.
Refunds & Replacements
- Replacement is our default solution for breakages or confirmed faults.
- Refunds are issued only in exceptional cases where a replacement is not suitable.
- Each refund request is assessed individually and agreed directly with the customer.
Lead Times & Customer Responsibility
Production and delivery timelines may be extended when:
- Images supplied are low quality
- Instructions or wording are unclear
- Responses or approvals are delayed
- Additional revisions are requested Foyle Engraving Co. cannot be held liable for delays caused by incomplete or late customer information.
Seasonal Delays – Important Notice
During busier periods such as Christmas, New Year, Black Friday or seasonal demand spikes, response times, processing times and postage/delivery times may be longer than usual.
We appreciate your patience during these peak periods and will always communicate clearly if delays are expected.
Memorial & Outdoor Use – Important Notice
Many customers choose slate items for memorials, gravesides and outdoor display. Please note:
- Slate is fragile, can chip, crack or break if placed on unstable surfaces or exposed to strong winds or impact.
- Customers are fully responsible for ensuring any slate item is securely positioned or installed outdoors.
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Weather conditions such as storms, strong winds, heavy rain and frost can damage slate.
For full details on outdoor suitability, installation limitations, weather exposure and customer responsibility, please refer to “How to Handle and Care for your Slate Products” in which provides the complete disclaimer.
Foyle Engraving Co. cannot accept liability for damage caused by outdoor placement, installation choices, unstable positioning or weather conditions.