Return Policy

1. Introduction

1.1 We understand that from time to time you may wish to return a product to us. We have created this return policy to enable you to return products to us in appropriate circumstances. 

 

2. Returns

2.1 If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:  

(a) we receive the returned product within 20 days following the receipt of the product to you; 

(b) the returned product is unused, in its original unopened packaging, with any labels still attached, and otherwise in a condition enabling us to sell the product as new;  

(c) you comply with the procedure set out in this policy in relation to the return of the product; and (d) none of the exclusions set out in this policy apply.  

 

3. Faulty items 

3.1 In case of faulty items we will refund the full purchase price and all postage costs incurred by the customer. 

(a) in case of faulty items we ask that contact be made to Special Gifts Online as soon as possible. All postage costs will be covered by us. 

(b) in case of faulty items, a refund will be issued as soon as the item has been posted back to us or we have reviewed the photos and asked that you destroy the item.  

 

3.2 In case of a package damaged in transit  

(a) contact must be made to Special Gifts Online as soon as package has been delivered and a picture must be taken of the package and emailed to Special Gifts Online. 

(b)Special Gifts Online must be contacted within 24 hours of your receipt of the package.  

(c)If the item is very clearly damaged we ask that you refuse delivery of the package. 

 

4. Returns procedure

4.1 In order to take advantage of your rights under this returns policy, you must email or telephone Special Gifts Online within 8 days of receipt of the goods, to advise that you wish to take advantage of this policy 

4.2 Excluding faulty goods, all postage costs must be covered by the customer. It is the customers responsibility to send the goods back to us packaged in a condition to minimise chance of damage at your own cost.  

 

5. Exclusions

The following items may not be returned under this policy (unless found faulty) 

5.1 Any item that has been customised  

5.2 Any food, drink or other item liable to deteriorate within the time period set out above. 

 

6. Refunds

6.1 We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.  

6.2 We will not refund to you the original delivery charges relating to the returned product unless the item has been found to be faulty or damaged in delivery. 

6.3 We will not refund to you any costs you incur in returning the product to us, unless the item has been found to be faulty or damaged in delivery. 

6.4 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.  

6.5 We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product. 

 

7. Improper returns

7.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:  

(a) we will not refund the purchase price or exchange the product;  

(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and  

(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.  

 

8. Our details

8.1 This website is owned and operated by Kate Lee.  

8.2 Our principal place of business is at 2 Rose Cottages, Ecchinswell, Newbury, Berkshire, RG20 4TZ. 

8.3 You can contact us by writing to the business address given above, by using our website contact form, by email to info@specialgiftsonline.co.uk or by telephone on +441635298289.