RETURNS AND REFUNDS
We believe that you will be delighted with your Products but there may be occasions where you feel it necessary to return an item. We aim to keep the process as simple as possible and these Terms do not affect your statutory rights.
We always try to ensure that our products are sent out in a perfect condition. However sometimes due to situations beyond our control for example, if an item gets damaged during the delivery, your item may arrive in an unsatisfactory state. In the unlikely event that you receive a faulty or damaged item or your item is wrong please contact us at email@example.com as soon as possible and within 14 days of the receipt of your order. We will then look into the problem and get back to you with a response within 24 working hours.
We will try to attend to all return requests as soon as practically possible.
Please note that returns are not able to be accepted in person at our registered or business address.
Nothing in this agreement will affect your statutory rights.
14 Day Money Back Guarantee
Our policy is to ensure that you are satisfied every time you place an order. If you are unhappy with a Product when you receive it or if you simply change your mind please return it to us within 14 days of receipt of your order, with the despatch note, having taken reasonable care of it and in an unused state complete with packaging and all components, and we will refund to you the price paid for that Product.
If any item is not what you required (not including excluded items below) then just notify us within 14 days of receipt. (via our online returns centre)
Certain Products are excluded from this 14 day money back guarantee. Those Products include (for example): food; perishable items; personalised products; or Products made to order. These Products cannot be returned for a refund unless faulty.
Request a Refund
To help us respond quickly, please try to include as much information as possible:
- Email Address
- Postal Address
- Problem with fault
- Photo of the faulty product*
- Replacement or Refund required?
*If a photo is not included we may require you to return the product to us for inspection a returns label will be issued.
In the unlikelihood, that item's personalisation has an error made by Gift Moments a replacement or a full refund will be issued depending on your preference.
How long does my refund take?
If we receive all correct information and photographic evidence your refund will be processed within 48hrs and it may take 2-5 working days to appear in your bank account as a credit.
If goods are returned we will issue a refund excluding postage and packaging. The costs of returning goods will be paid by you.
Payment will be made within 14 days or earlier once we have inspected the returned Product and are satisfied that it has been returned to us in the condition required by above clause (on returns) above. The consumer has a duty of care for the products during the cancellation period in order for a refund to be given.
Multiple refund requests
If there are persistent claims for refunds from the same individual or group of individuals, we reserve the right not to issue a refund or replace an order. We may refuse to take any future orders from any such customers and will inform them of our decision in writing, via email or over the telephone.
If you have not received your item(s) and have taken into account lead times & delivery times, please contact your local sorting office even if you have not received a calling card please also check with neighbours to see if they received it on your behalf. If there is still no sign please contact us immediately. If your item(s) have not been returned to us, Royal Mail requires ten full working days from the day of dispatch to classify your item(s) as lost at which point a full refund or replacement will be given.