Should I expect a refund?

[Beetleback]

Ordered a personalised (engraved) item online. It’s arrived today and the quality is below what I expected: it’s a wooden item and it’s poorly sanded and varnished, and some surface discolourations/marks. It’d have been OK-ish for about half the price I paid, but it was premium priced.

The company’s policy is exchange or credit note for personalised items - but I want a refund. Should I be entitled to one? My understanding of distance selling laws are that personalised items only have to be refunded if “faulty” - does disappointing quality count as “faulty”?

Yes, you are definitely entitled to a refund.

Did you order directly or via Etsy or similar?

Yes. Point out the quality issues

If it's defective you're entitled to a refund.

Thanks - "faulty" or "defective" to me means impacting operation so I wasn't sure if "not the quality I expected for the price" would count. It still does the job it's intended to do perfectly well, it just doesn't look as good as I think it should!

It's direct from a company but their stock is from third parties. But no it's not a marketplace like Etsy

OP, you might find this Which article on getting a refund useful. They are relying you on not bothering but I would definitely demand a refund.

https://www.which.co.uk/consumer-rights/advice/what-do-i-do-if-i-have-a-faulty-product-aTTEK2g0YuEy

Thanks - yes that’s helpful. Clear that an item not of satisfactory quality comes under the definition of faulty and that quality is relative to price paid. So I think I’ve got a solid case!