Refund policy

Every set of letters we make is cut to one specific name, in one specific font, at one specific size. It has no second owner. That single fact shapes everything below — but it does not mean you are on your own if something goes wrong. Read the part about the proof drawing first, because that is where almost every problem is caught before it costs anyone anything.

The proof drawing — your safety net

Before a single letter is cut, we email you a dimensioned proof drawing showing the exact spelling, the exact font and the exact overall width of your lettering. Nothing goes near the machine until you reply and approve it.

Take your time with it. Check the spelling letter by letter. Check that the overall width fits the flat of your transom. Ask us to change anything you are unsure about — revisions before cutting are free and unlimited.

Until you approve that proof, you can cancel your order for any reason and receive a full refund, no questions asked.

Once cutting has started

Because your letters are made to your specification, we cannot accept returns or give refunds for change of mind after you have approved the proof and cutting has begun. A name in polished steel cannot be resold or restocked.

This is also the position in law: under EU consumer law the 14-day right of withdrawal does not apply to goods made to the consumer's specification or clearly personalised, and equivalent exemptions exist in the UK and elsewhere. We say this plainly rather than burying it.

If something is genuinely wrong, we put it right

This is the part that matters. We would rather lose the margin on an order than have you unhappy with steel on your boat. If any of the following happens, email msquare.marine.solutions@gmail.com within 30 days of delivery with a photo:

 
• The letters do not match the proof you approved — wrong spelling, wrong font, wrong size. Our error. We remake the set and ship it free; keep or bin the wrong one, whichever suits you.
 
• Damaged in transit — we remake and ship free. Please keep the packaging until the matter is settled.
 
• A manufacturing fault — a bad polish, a cracked edge, a letter out of tolerance. We remake and ship free.
 
• Your order never arrives — we chase the courier, and if it is lost we remake and ship free.
 
• Corrosion within ten years under normal marine use, cleaned as we advise — covered by our warranty. We replace the affected letters.

In none of these cases do you pay anything, and in none of them do we ask you to send anything back before we start putting it right. If we ever do need something returned, we send a prepaid label with the address on it first — please do not ship anything back without hearing from us.

If the mistake was in the proof you approved

It happens: a typo slips through, or the size turns out wrong once you hold it against the boat. We are not going to pretend that is our fault, but we are not going to leave you with letters you cannot use either.

Write to us. We re-cut the corrected set at our cost price — you pay for material and machine time, not the full retail price, and we ship it free. Tell us what went wrong and we will find a workable answer.

Refunds, when they apply

Where a refund is due — a cancellation before proof approval, or a case we agree cannot be solved by remaking — it goes back to your original payment method within 10 business days of our confirming it. Your bank may take a few days more to post it.

If more than 15 business days have passed since we confirmed a refund and you have not seen it, email msquare.marine.solutions@gmail.com and we will chase it.

Talk to us first

Whatever the problem is, write to msquare.marine.solutions@gmail.com before doing anything else. We are a small workshop, we read every message ourselves, and we have never yet had a problem we could not settle sensibly.