If something isn't right, we'll put it right.

Every Agabi keepsake is made by hand in small batches. If something is not right when it reaches you, please write to us within 7 days of delivery at hello@agabi.co.uk with your order number and a photograph — we will always do our best to put it right, whether by repair, replacement or refund.

Non-personalised pieces (such as loose pouches, olive oil bottles without engraving, or unassigned keyrings) may be returned within 14 days of delivery for a refund. Items must be unused, in their original packaging and in a resalable condition. Return postage is arranged and paid by you unless the item arrived faulty or incorrect.

Because bespoke and personalised keepsakes — engraved bottles, hand-lettered name tags, custom ribbon colours, martyrika prepared for a specific date — are made to order for you, they are exempt from the statutory 14-day cancellation right under the Consumer Contracts Regulations 2013 once production has begun. They cannot be returned for a change of mind. Please check every spelling, date and colour choice on your written proof before approving it.

In the rare event that a piece arrives damaged, or is not what you ordered, please contact us within 7 days of delivery with clear photographs of the item and its packaging. We will arrange a repair, a replacement or a full refund — including any original postage — at no cost to you. Please keep the packaging until the matter is resolved, as the courier may ask to inspect it.

You may cancel a ready-made order at any time before it is dispatched by emailing hello@agabi.co.uk — we will refund you in full. Bespoke and personalised orders may be cancelled up to the point at which materials are cut or engraving begins; after this, any deposit paid is retained to cover work already carried out.

Please write to hello@agabi.co.uk before sending anything back so we can confirm the return address and expected timescales. Pack the item carefully in its original wrappings where possible, and obtain proof of postage — until it reaches us, the item remains your responsibility. We recommend a tracked service for anything above £30.

Once your return is received and inspected we will confirm by email, usually within 3 working days. Approved refunds are issued to the original payment method within 5–10 working days. Original postage is refunded only where the item was faulty, damaged or sent in error. Return postage is not refunded for change-of-mind returns.

If a keepsake was sent to you as a gift and it qualifies for return, we will issue a credit note to the value of the item once it is received in resalable condition. Refunds to the original payment method can only be made to the person who placed the order.

Nothing in this policy affects your statutory rights as a consumer under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. For anything you are unsure about, please write to hello@agabi.co.uk and we will explain it in plain language.