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 sales@giftmoments.co.uk as soon as possible. We will then look into the problem and get back to you with a response within 24 working hours.
Personalised
Under the Consumer Rights Act 2015 personalised, bespoke or made to order products are non-refundable unless damaged or faulty. Your statutory rights are not affected.
Non-personalised
Non-personalised items can be returned for a refund within 30 days of receipt. The return postage cost is the responsibility of the customer, unless the item is faulty. We would recommend sending items by a secure delivery method that covers the cost of the item, and we cannot be held responsible for items lost or damaged in the post.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), gift cards and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Incorrect item received
In the unlikelihood, an incorrect item is received or the personalisation has an error made by Gift Moments a replacement or a full refund will be issued depending on your preference.
Faulty items
If the item received is faulty, please contact our customer care team quoting your order number, name and address, details of the product and the reason for return, and whether a refund or a replacement is required. Refunds cannot be given if the fault is as a result of misuse. We may require you to return the product to us for inspection a returns label will be issued.
Colour
The colour of the product you receive may not match the colour as displayed by our website, we cannot guarantee true representation across all devices and displays. Please be aware that if colour is important to you, your order is placed at your own risk.
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. To start a return, please use our contact us form. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If you have any questions regarding this policy please contact us.
