Last updated: 2 September 2026

1. About These Terms

These Terms & Conditions (“Terms”) govern your use of the website citrinecreativeltd.co.uk (“Website”) and the purchase of products from Citrine Creative (“Citrine Creative”, “we”, “us” or “our”).

Citrine Creative operates from Edinburgh, Scotland, United Kingdom.

We supply a range of printed, engraved, personalised and souvenir products, including but not limited to:

Engraved gifts
Personalised souvenirs
Plaques
Photo products
Ornaments
Postcards
Printed keychains
Canvas products
Tourist and travel-themed products
Other customised, printed or engraved products

Our products may be manufactured, engraved, cut or printed using specialist equipment, including XTool machinery.

By using our Website or placing an order with us, you agree to be bound by these Terms, subject to any mandatory rights you have under applicable law.

If you do not agree with these Terms, please do not use the Website or place an order.

2. Business Information

Business name: Citrine Creative
Website: citrinecreativeltd.co.uk
Location: Edinburgh, Scotland, United Kingdom
Email: ankurchaturvedi@gmail.com

For enquiries, orders, complaints or other communications, please contact us at the email address above.

3. Who Can Purchase From Us

We may supply products to:

Individual consumers
Tourists and travellers
Gift purchasers
Tourist souvenir shops
Retailers
Visitor attractions
Hospitality businesses
Other businesses and organisations

Where you purchase products wholly or mainly for purposes relating to your trade, business, craft or profession, you are a business customer.

Where you purchase products mainly for purposes outside your trade, business, craft or profession, you are a consumer.

Different legal rights may apply depending on whether you are purchasing as a consumer or as a business.

Nothing in these Terms is intended to remove or restrict rights that cannot legally be excluded.

4. Website Use

You agree to use our Website lawfully and responsibly.

You must not:

Use the Website for unlawful purposes
Attempt to gain unauthorised access to our systems
Introduce viruses, malware or other harmful material
Interfere with the operation or security of the Website
Copy, reproduce or exploit our Website content without permission
Use automated systems to extract substantial amounts of Website content without our permission
Submit fraudulent or misleading information
Upload content that is unlawful or infringes another person’s rights

We reserve the right to restrict or suspend access to the Website where reasonably necessary to protect the Website, our business or other users.

5. Product Information

We take reasonable care to ensure that product descriptions, photographs, specifications and other information displayed on the Website are accurate.

However:

Product colours may vary depending on your device or screen.
Natural materials may contain variations in colour, grain, texture or appearance.
Engraving and printing results may vary slightly from photographs or digital previews.
Handmade, engraved, printed or personalised products may contain minor variations that do not materially affect their quality or intended use.
Dimensions and measurements may have reasonable manufacturing tolerances.
Product photographs are illustrative unless expressly stated otherwise.

Such variations do not affect your statutory rights where the product is faulty, not as described or otherwise fails to meet applicable legal requirements.

6. Personalised, Engraved and Custom Products

Many of our products are personalised, engraved, printed or produced according to customer specifications.

Before placing an order, you are responsible for checking:

Spelling
Names
Dates
Numbers
Messages
Quotations
Images
Logos
Artwork
Colours
Sizes
Other personalisation instructions

Where a customer approves a proof, preview or design, responsibility for the accuracy of the approved information rests with the customer, subject to our statutory obligations and any error caused by us.

If you do not approve a proof within a reasonable period, this may affect the estimated production or delivery date.

We may contact you where we reasonably believe that your instructions are unclear or incomplete.

If we cannot reasonably clarify your instructions, we may cancel the order and provide an appropriate refund.

7. Customer-Supplied Photographs, Artwork and Content

If you provide photographs, artwork, logos, designs, text or other content (“Customer Content”) for use in a product, you confirm that:

You have the necessary rights, permissions or licences to provide the Customer Content to us.
You have the right to authorise us to reproduce, print, engrave, modify or otherwise process the Customer Content for the purpose of fulfilling your order.
The Customer Content does not knowingly infringe another person’s copyright, trademark, privacy, publicity or other legal rights.
The Customer Content does not contain unlawful, defamatory, fraudulent, threatening or otherwise prohibited material.

You remain responsible for Customer Content that you provide to us.

We do not take ownership of your Customer Content merely because you submit it to us.

You grant Citrine Creative a limited, non-exclusive right to use, reproduce, modify and process Customer Content solely as reasonably necessary to manufacture, fulfil, deliver and support your order.

We will handle personal information in accordance with our Privacy Policy.

8. Content We May Refuse

We reserve the right to refuse or cancel an order where Customer Content:

Appears to infringe another person’s intellectual-property rights
Is unlawful
Is fraudulent
Is defamatory
Is threatening or abusive
Contains material that we reasonably believe we should not reproduce
Could expose us or another party to legal liability
Cannot technically be reproduced to a reasonable standard
Contains instructions that are unclear or impossible to fulfil

Where we cancel an order for these reasons after payment has been made, we will provide an appropriate refund, subject to any lawful deductions or other applicable rights.

9. Orders

When you place an order through our Website or by another agreed method, you are making an offer to purchase the selected products.

An order is not necessarily accepted merely because:

You have submitted an order;
You have received an automated acknowledgement; or
Payment has been authorised.

We may accept your order by confirming acceptance, beginning production or otherwise communicating that the order has been accepted.

If we cannot accept your order, we will normally inform you as soon as reasonably practicable and, where payment has already been taken, arrange an appropriate refund.

10. Order Confirmation

After placing an order, you should receive an order confirmation or other appropriate confirmation containing relevant information about your purchase.

Please check the confirmation carefully and contact us promptly if any information is incorrect.

If you identify an error before production begins, we will make reasonable efforts to correct it where possible.

Once production of a personalised product has started, changes may not be possible.

11. Prices

Product prices will be displayed on the Website or provided to you in a quotation.

Unless expressly stated otherwise:

Prices are in pounds sterling (£).
Delivery charges may be additional.
Applicable taxes or VAT will be handled in accordance with our legal obligations.
The final price payable will be communicated before you are committed to the purchase.

For business customers receiving a quotation, the quotation may specify:

Product price
Quantity
Personalisation costs
Delivery charges
Taxes/VAT where applicable
Payment terms
Quotation validity period
Estimated production or delivery times

A quotation does not constitute acceptance of an order unless expressly stated otherwise.

12. Business and Wholesale Orders

For tourist souvenir shops and other business customers, we may agree separate commercial terms.

These may include:

Minimum order quantities
Wholesale pricing
Volume discounts
Custom designs
Branding
Packaging requirements
Delivery arrangements
Payment terms
Deposit requirements
Production schedules

Where separate written terms, quotations or order confirmations are agreed with a business customer, those terms will apply to the extent they are expressly agreed and do not conflict with mandatory law.

We may require payment in advance for certain customised or wholesale orders.

13. Payment

Payment must be made using the payment method offered or agreed at the time of purchase.

We may use third-party payment providers to process transactions.

We do not intend to store complete payment-card information ourselves where payment processing is handled by an external payment provider.

If payment is unsuccessful or reversed, we may delay, suspend or cancel production or delivery until payment has been successfully received.

For business customers with agreed credit terms, invoices must be paid within the period stated on the relevant invoice.

14. Production Times

Personalised and engraved products may require additional production time.

Any production timeframe provided by us is an estimate unless we expressly agree a fixed delivery or production date.

Production may be delayed by circumstances including:

High order volumes
Customer approval delays
Missing personalisation information
Material shortages
Equipment failure
Supplier delays
Courier delays
Events outside our reasonable control

We will make reasonable efforts to keep you informed of significant delays.

Where consumer law gives you specific rights relating to delivery deadlines, those rights remain unaffected.

15. Delivery

We will deliver products to the delivery address provided by you.

You are responsible for ensuring that your delivery information is accurate.

Delivery times are estimates unless a specific date or period has been expressly agreed.

We are not responsible for delays caused by incorrect or incomplete delivery information supplied by you.

If a delivery is returned to us because the address was incorrect or delivery could not reasonably be completed due to information supplied by you, additional delivery charges may apply where legally permissible.

For consumer orders, your statutory rights concerning delivery remain unaffected.

16. International Delivery

Where we offer delivery outside the United Kingdom, additional charges, taxes, customs duties or import requirements may apply.

Unless expressly stated otherwise, the recipient is responsible for any applicable customs duties, import taxes or other charges imposed by the destination country.

International delivery times are estimates and may be affected by customs procedures.

We do not guarantee that every product can be shipped to every country.

17. Risk and Ownership

For consumer purchases, ownership and risk will pass in accordance with applicable consumer law.

For business customers, unless otherwise agreed in writing, ownership of goods will generally pass when full payment has been received.

Risk in goods supplied to business customers may pass on delivery or as otherwise agreed in writing.

Nothing in this section is intended to restrict any rights you have under mandatory law.

18. Personalised Products and Cancellation Rights

Certain personalised, customised or bespoke products may be exempt from the usual statutory right to cancel a distance purchase merely because you have changed your mind.

This may apply where a product has been made to your specifications or has been clearly personalised for you.

For example, an item engraved with a customer’s specific name or personalised message may fall within this category.

However, the exclusion does not remove your rights where the product is:

Faulty
Damaged
Not as described
Not fit for its intended purpose
Incorrectly produced due to our error
Otherwise subject to statutory consumer rights

Whether a product qualifies as sufficiently personalised or bespoke to fall within an applicable cancellation exception depends on the circumstances.

19. Consumer Cancellation Rights

Where applicable, consumers purchasing goods online may have a statutory cooling-off period.

However, certain personalised or bespoke products are excluded from the standard change-of-mind cancellation right.

If you are entitled to cancel under applicable law, we will provide the cancellation and refund rights required by law.

Nothing in these Terms affects any statutory cancellation right that cannot legally be excluded.

20. Returns

We want customers to receive products that meet the agreed specification.

If you receive a product that is:

Faulty
Damaged
Incorrect
Not as described
Not fit for purpose
Incorrectly personalised due to our error

please contact us as soon as reasonably possible at:

ankurchaturvedi@gmail.com

Please provide:

Your name
Order number
Description of the issue
Photographs where appropriate
Relevant delivery information

We will assess the issue and provide the remedy required by applicable law.

Depending on the circumstances, the remedy may include:

Repair
Replacement
Reproduction
Refund
Price reduction
Other appropriate remedy

Consumer statutory rights cannot be excluded or reduced by these Terms.

21. Damage in Transit

If your order arrives visibly damaged, please contact us as soon as reasonably practicable and, where possible, provide photographs of:

The damaged product
Packaging
Shipping label
Any visible external damage

This helps us investigate the issue with the delivery provider.

Failure to provide photographs will not automatically remove statutory rights that you may have.

22. Personalisation Errors

Where an error in personalisation is caused by information supplied incorrectly by the customer, we may not be responsible for reproducing the product free of charge.

For example, if a customer submits:

“Edinbrugh”

instead of:

“Edinburgh”

and the product is manufactured exactly according to those instructions, this may be treated differently from a spelling error introduced by Citrine Creative.

However, we will always consider the circumstances and any applicable statutory rights.

Where the error was caused by us, we will provide an appropriate remedy.

23. Product Variations

Due to the nature of engraving, printing, photography, natural materials and manufacturing processes, slight differences may occur between individual products.

Examples may include:

Slight colour differences
Minor variations in engraving depth
Natural wood grain variations
Small variations in print positioning
Minor differences in texture
Slight differences between screen previews and finished products

These variations will not normally constitute a defect where they are within reasonable manufacturing tolerances and the product remains suitable for its intended purpose.

24. Intellectual Property

Unless otherwise stated, all intellectual property rights in the Website and its original content belong to Citrine Creative or our licensors.

This may include:

Logos
Branding
Website design
Product photographs
Product descriptions
Graphics
Original artwork
Text
Layout
Marketing materials

You may not reproduce, distribute, modify, commercially exploit or republish our original content without our prior written permission, except where permitted by law.

25. Customer Intellectual Property

You retain ownership of intellectual property that you lawfully provide to us.

However, by submitting artwork, photographs, logos or designs for an order, you authorise us to use that material as reasonably necessary to fulfil your order.

We will not normally use your submitted material for unrelated commercial purposes without an appropriate legal basis or permission.

If you are a business customer and provide a logo or brand artwork, you confirm that you have authority to instruct us to reproduce it.

26. Our Use of Product Images

We may wish to photograph completed products for portfolio, marketing or social-media purposes.

We will not use identifiable personal photographs or personal information supplied by a customer for public marketing purposes without an appropriate legal basis and, where required, your permission.

If you are a business customer and we wish to display your finished branded product or identify your business publicly, we will obtain appropriate permission where required.

27. Privacy and Personal Data

Our collection and use of personal information is explained in our Privacy Policy.

Personal data may include:

Name
Email address
Telephone number
Billing information
Delivery address
Order details
Personalisation information
Photographs or other files submitted for an order
Business contact information

We process personal data in accordance with applicable UK data-protection legislation.

Please refer to our Privacy Policy for further information about how we collect, use, store and protect personal data.

28. Website Availability

We aim to keep the Website available and functioning properly but cannot guarantee that it will always be:

Available
Error-free
Free from interruptions
Free from viruses or other harmful components

We may temporarily suspend access for:

Maintenance
Security updates
Technical repairs
Improvements
Circumstances outside our reasonable control

Nothing in these Terms excludes liability that cannot legally be excluded.

29. Third-Party Services and Links

Our Website may contain links to third-party websites or use third-party services, including payment, delivery, hosting, analytics or other technology providers.

We are not responsible for the content, availability or privacy practices of third-party websites.

Your use of third-party services may be subject to those providers’ own terms and policies.

30. Our Liability

We are responsible for losses and damage where required by applicable law.

Nothing in these Terms excludes or limits liability for:

Death or personal injury caused by negligence
Fraud or fraudulent misrepresentation
Defective products where liability cannot legally be excluded
Breach of statutory consumer rights
Any other liability that cannot legally be excluded or limited

For consumer customers, we do not exclude or restrict your statutory rights.

For business customers, to the extent permitted by law, we will not be liable for indirect or consequential losses, loss of anticipated profits, loss of business, loss of revenue, loss of goodwill or loss of opportunity arising from a contract, except where such liability cannot lawfully be excluded.

Any limitation of liability applicable to business customers should be interpreted subject to the particular contract, circumstances and applicable law.

31. Events Outside Our Reasonable Control

We will not be responsible for failure or delay caused by circumstances beyond our reasonable control.

These may include:

Natural disasters
Severe weather
Fire
Flood
Epidemics or pandemics
War
Terrorism
Civil unrest
Government restrictions
Strikes
Utility failures
Internet or telecommunications failures
Courier disruptions
Supplier failures
Material shortages
Equipment failure
Cybersecurity incidents
Other circumstances outside our reasonable control

Where such an event occurs, we will take reasonable steps to minimise its effect and communicate with affected customers where appropriate.

If a delay becomes substantial, applicable consumer rights will remain unaffected.

32. Complaints

If you have a complaint about a product, service or order, please contact:

Citrine Creative
Email: ankurchaturvedi@gmail.com
Location: Edinburgh, Scotland, United Kingdom

Please provide your order number and details of the issue where possible.

We will investigate complaints and aim to respond within a reasonable period.

We encourage customers to contact us directly before pursuing other remedies so that we have a reasonable opportunity to resolve the issue.

Nothing in this section limits any statutory rights you may have.

33. Business Customer Disputes

For business customers, we encourage the parties to attempt to resolve disputes through good-faith discussion before commencing legal proceedings.

Where appropriate, the parties may agree to mediation or another alternative dispute-resolution process.

Nothing in this section prevents either party from taking legal action where necessary.

34. Governing Law

These Terms and any contract between you and Citrine Creative are governed by the laws of Scotland, except where applicable mandatory consumer protection law provides otherwise.

If you are a consumer, you may also benefit from mandatory legal protections applicable in the country where you live that cannot lawfully be excluded by contract.

35. Jurisdiction

Subject to mandatory consumer rights, the courts of Scotland will generally have jurisdiction over disputes arising from these Terms or your purchase from Citrine Creative.

Where consumer law gives you the right to bring proceedings in another jurisdiction, nothing in these Terms is intended to remove that right.

36. Changes to These Terms

We may update these Terms from time to time to reflect:

Changes to our products
Changes to our business
Changes to our Website
Changes in technology
Changes in legal or regulatory requirements

The latest version will be published on the Website.

The “Last updated” date at the top of these Terms indicates when they were most recently revised.

Changes will not retrospectively alter contractual rights that have already arisen unless permitted or required by law.

37. Severability

If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be interpreted or modified to the minimum extent necessary to make it lawful where possible.

If it cannot be made lawful, it will be removed to the extent necessary.

The remaining provisions will continue to apply.

38. No Waiver

If we do not immediately enforce a provision of these Terms, this does not mean that we waive our right to enforce that provision later.

Similarly, any delay in exercising a right does not constitute a waiver of that right.

39. Entire Agreement

These Terms, together with any applicable order confirmation, quotation, product information, Privacy Policy and other expressly incorporated terms, form the basis of the agreement between you and Citrine Creative concerning the relevant purchase.

For business customers, separately agreed written commercial terms may apply.

Where there is a conflict between these Terms and mandatory consumer law, the mandatory law will prevail.

40. Contact Information

For questions about these Terms, orders, products, returns or complaints, please contact:

Citrine Creative
Edinburgh, Scotland, United Kingdom
Email: ankurchaturvedi@gmail.com
Website: citrinecreativeltd.co.uk

Last updated: 2 September 2026