Returns & Complaints Policy – Vien Creations
Last updated: 1st of February 2026
1. Scope
This Returns & Complaints Policy applies to all purchases made through Vien Creations.
Because we create personalized engraved products, specific rules apply to returns and complaints, as outlined below.
2. Personalized products (no right of withdrawal)
Personalized products are made specifically according to your instructions.
Therefore, personalized engraved items cannot be returned or refunded once production has started, in accordance with EU consumer law regarding custom-made goods.
3. When a return or replacement is possible
We will, of course, take responsibility if:
The product is defective
The engraving differs from the approved preview
The wrong product was delivered due to our error
In these cases, please contact us as described in Section 5.
4. Material characteristics & variations
Our products are engraved on natural materials such as wood, slate, or metal.
Please note:
Variations in tone, contrast, or texture are normal
Minor differences between preview and final result due to material properties are not considered defects
These natural characteristics are part of the engraving process.
5. Complaints procedure
If you have a complaint, please follow these steps:
Contact us within 7 days of receiving your order
Include your order number
Provide a clear description of the issue
Attach clear photos if relevant
We will review your complaint and respond as soon as possible.
6. Resolution
If a complaint is approved, we may, at our discretion:
Repair the product
Replace the product
Provide a partial or full refund
This depends on the nature of the issue.
7. What is not considered a valid complaint
The following situations do not qualify as valid complaints:
Errors in text or design that were approved in the preview
Minor variations caused by material properties
Changes of mind after approval
Expectations that differ from the agreed design
8. Contact details
For returns or complaints, please contact:
Vien Creations
Apeldoorn, The Netherlands
Email: info@vien-creations.com
Our Newsletter
Enter your email address to be updated with fresh news
Receive emails updates and hot offers
