1. Returns & Refunds Overview

At Gifts Unseen, we take pride in creating personalised gifts and providing a positive shopping experience.

If something isn't right with your order, please contact our customer support team. We will review the issue and explain the options available to you.

This policy applies to consumer purchases from Gifts Unseen and does not affect your statutory rights.

2. Return Eligibility

For most eligible non-personalised products purchased online, you have the right to cancel your order within 14 days after receiving the goods.

After notifying us of cancellation, you normally have a further 14 days to return the goods.

Please take reasonable care of items while they are in your possession. You may inspect them as you would in a shop, but excessive handling may result in a deduction from your refund where permitted by law.

We recommend returning items with their original packaging where possible. Original packaging is not a condition of exercising statutory cancellation rights.

3. Non-Returnable Items

Some products are excluded from the standard change-of-mind cancellation right.

These can include:

• Goods made to your specifications or clearly personalised
• Digital content supplied immediately with the required consent and acknowledgement
• Goods liable to deteriorate or expire rapidly
• Sealed hygiene-related goods that have been unsealed after delivery, where the legal exception applies

Discounted and clearance items are not automatically excluded from statutory cancellation or faulty-goods rights.

4. Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us as soon as reasonably possible.

Where possible, please provide:

• Your order number
• A description of the problem
• Photographs showing the damage or error, if available

We will review the issue and arrange an appropriate remedy in accordance with your consumer rights.

5. How to Request a Return

To help us process your request efficiently, follow these steps:

1. Contact our support team at support@giftsunseen.com.
2. Provide your order number and explain the reason for your return.
3. We will provide return guidance and the relevant return address.
4. Package your item securely and return it using the instructions provided.

Please contact us before sending items back so we can help avoid delays or lost returns.

Your statutory cancellation rights do not depend on obtaining return authorisation.

6. Return Shipping

• For change-of-mind returns, customers are responsible for the direct cost of returning eligible items, provided this has been disclosed before purchase.
• Where goods are faulty or not as described, we will meet reasonable return costs as required by law.
• We recommend using a tracked shipping service and keeping proof of postage.

7. Refund Process

For valid cancellations under the Consumer Contracts Regulations, refunds will be issued within the required legal timeframe.

We may withhold the refund until we receive the returned goods or you provide evidence of having sent them back.

Where applicable, refunds include the original standard delivery charge. Additional charges for premium delivery options are not normally refundable.

Refunds will normally be made using your original payment method, unless otherwise agreed.

Once processed, your payment provider may take additional time to display the refund.

8. Exchanges

We may offer exchanges for eligible items where stock is available.

If you would like to exchange an item, please contact us before returning it.

Faulty goods will be handled in accordance with your statutory rights to a repair, replacement or refund, as applicable.

9. Order Cancellations

If you need to cancel an order, please contact us as quickly as possible.

For personalised or made-to-specification products, change-of-mind cancellation rights generally do not apply. We may agree to cancellation where production has not yet started.

For eligible non-personalised products, statutory cancellation rights may still apply even after dispatch or delivery.

10. Late or Missing Refunds

If your refund has been processed but hasn't appeared, please:

1. Check your bank or payment account.
2. Contact your card issuer or payment provider.
3. Allow for the processing time advised by your provider.

If your refund is still missing, please contact our support team and we'll be happy to investigate.

11. Your Statutory Rights

Nothing in this policy limits or excludes your rights under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Goods must be of satisfactory quality, fit for purpose and as described.

Where goods do not meet these requirements, you may be entitled to a repair, replacement or refund, depending on the circumstances.

These rights also apply to personalised goods.