Website orders / Standard orders
Thanks for purchasing our products from www.ecostraws.co.uk operated by Play Galaxy LTD.
In order to be eligible for a refund, you have to notify us and return the product within 30 calendar days of your purchase. The product must be in the same condition that you receive it and undamaged in any way.
After we receive your item, our team of professionals will inspect it and process your refund. The money will be refunded to the original payment method you’ve used during the purchase. For credit card payments it may take 5 to 10 business days for a refund to show up on your credit card statement.
If the product is damaged in any way, or you have initiated the return after 30 calendar days have passed, you will not be eligible for a refund.
If anything is unclear or you have more questions feel free to contact our customer support team.
Website/Direct Custom Orders
We have over 8+ years’ experience making custom orders and are upfront about our order process, we keep you informed thought about the results you can expect.
We have vast experience of engraving your logo and we can usually even match font style , we would advise that if logos are vertically aligned they may read easier/better horizontally. We will suggest this to you when you are placing your order to get the best results.
Engrave color is usually White or Black/Grey depending on material and colour requested. Black shows up best on steel straws, White is best for Black or Gold Straws and other colors – please note Black can show up slightly grey on these materials due to standard lazer engraving process.
Again we will advise you of this before you place your order so get in touch anytime to discuss:
Please ensure you are 100% happy with design, location and colours before placing your order as we cannot refund for custom orders.
Surface Micro Scratches:
Although rare and small in incidence, in some cases there may be some small scratches or imperfections only visible when certain light angels/conditions is met. This DOES NOT affects the function of the product and is to be expected with a stainless steel product. With the right light conditions most products in the marketplace can exhibit tiny scratches and this is even more pronounced with a shinny stainless steel finish sometimes
If they are excessive or visible in normal conditions we will assess and change them for you in most cases. The vast majority of customers are delighted with our work and we always aim to make you 100% happy with our range, we just want to cover all eventualities when it comes to expected results.
We will confirm design throughout the process with you and advice on best colour combinations from our experience. Please ensure you are 100% happy with deign, spelling and colors before placing your order as we cannot refund for custom orders.
As each Play Galaxy LTD www.ecostraws.co.uk product is custom made we cannot offer a return unless:
- a) the product does not match the order, or
b) the product is faulty
Please only accept delivery once you have checked your order , should the cartons be damaged please mark this on courier signature panel/paperwork and notify us of any issues .
You must notify us within 72 hours of receiving your order of any manufacturing/ abnormal defects , so please check your order carefully as custom orders can not be refunded. Please check before selling or sending to any third party as making sure quality of finished product is correct before sending to your own customers is solely your responsibility as you are the third parties supplier. We are not liable for anything your third party does with the order you work with them on.
If product(s) delivered does not match your order please contact us within 72 hours via email (email@example.com) outlining the problem and we will arrange the return of the said goods. Please remember to include your original invoice number and the name your order was placed under. If the goods have a problem relating to the quality of the product such as a mis-print or a fault on engraving, then a photograph as well as description of the problem should be emailed through to firstname.lastname@example.org for our customer services team to assess
We cannot take any action at our discretion, on an order until all of the goods are returned to Play Galaxy LTD www.ecostraws.co.uk for inspection. Following the return of the goods a thorough assessment will take place following which Play Galaxy LTD Www.ecostraws.co.uk will deem whether the return is valid or not.
If the problem relates to a production issue at Play Galaxy LTD www.ecostraws.co.uk then a re-production of the goods may be offered to rectify the quality issue if notified correctly as above within 72 hours. Because every product is custom-made to your specifications, if the order has already been produced Play Galaxy LTD www.ecostraws.co.uk retains the right to solely offer a re-production when seeking to rectify any problem with an order.
A refund will be offered only when an order is cancelled prior to any work being undertaken by Play Galaxy LTD www.ecostraws.co.uk. If you need to cancel an order you should contact customer services at email: email@example.com as soon as possible. Due to the short turnaround times we try to work to, your order may have already gone into production.
If an order has been placed by the customer and subsequently produced by Play Galaxy LTD www.ecostraws.co.uk a refund will not be offered on cancellation as the goods are custom-made to clients’ specifications and not stock items that can be re-sold.
Should you have any questions, please email us anytime always happy to help: