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Returns and Exchanges

At Personalised Gift Products we do our very best to keep our loyal customers happy and smiling. So, if for any reason you're unhappy with your purchase, you can return or exchange it. Please note, however, that with non-faulty goods, they must arrive with us in a resellable condition, preferably in their original packaging, for a refund or exchange to be issued.

Our returns and exchanges policy
You must return your item to Personalised Gift Products, unused and in its original condition, and preferably in its original packaging, within 14 days for a refund and within 10 days for exchanges.

Each returned product must include all parts, accessories, instructions and packaging, etc. If security seals are broken, or if blister packaging has been opened, then the product is not in its original condition, and a refund or an exchange cannot be issued. If you receive your product damaged, photographic proof of the damaged product, including its packaging or the returns of the item, may be required.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund claim. If approved, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, normally within 5 working days. Please note: exceptions apply to personalised, non-faulty goods.

Late or missing refunds (if applicable)
Please note that refunds take 5 working days to clear from the point of processing. Please also bear in mind that banks and credit card companies generally take a few days to process refunds.

First, check your bank account or your credit card account, either online or by phoning your bank or credit card company.

If you've done all of this and you still have not received your refund, please contact us.


You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you will vary.

If you are shipping an expensive item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

My item is not faulty, can I return it? (Exceptions apply)
Yes – just contact a member of our Customer Services team, who will explain the returns process for non-faulty items and issue you with a completed returns form. Please sign the form and include it with your return. Failure to do this will delay your return being processed. And remember, the item must arrive with us in a resellable condition for a refund to be issued.
The only cost to you is the postage. For expensive items we recommend you use a secure delivery method which requires a signature on receipt. This insures the package against possible loss. The item will remain your responsibility until it has been signed for at the returns address. We do not accept responsibility for products lost or damaged in the post. Once the item has been received at our warehouse you’ll receive an email confirming receipt. After receipt of your goods we’ll issue a refund, typically within 14 working days. The cost of your item will be refunded to the credit/debit card used to make the purchase. Please note that refunds take 5 working days to clear from the point of processing.

Can I return an item if it is faulty?
If the item you have ordered is faulty, you have 30 days in which to return it. However, please note that parcels or items damaged in transit must be reported to Personalised Gift Products within 24 hours of delivery. Failure to meet this deadline will mean, regrettably, that we will not be able to issue a refund or replacement goods.
Please contact a member of our Customer Services team, who will explain the returns process for non-faulty items and issue you with a completed returns form. Please sign the form and include it with your return. Failure to do this will delay your return being processed.
Once you have told us about the faulty item, we’ll email you a pre-paid returns label, as well as instructions on how to return the faulty item.

How quickly will my return take to process?
Once the item has been received at our warehouse, you’ll receive an email confirming receipt. Then, we’ll either send you a replacement or issue a refund, according to your preference. We aim to issue refunds within 14 working days to the credit/debit card used to make the purchase. Please note refunds take 5 working days to clear from the point of processing.
Please note that goods shipped directly from the manufacturers may follow a slightly different returns procedure. This will be explained when you contact us to arrange your return.

What items can't be returned?
We regret that we cannot accept returns on the following non-faulty products if:

The packaging or any of the individual product components has been unsealed or damaged.
The product is underwear or toiletries.
The product is perishable.
The product does not arrive at Personalised Gift Products in a resellable condition. In this case we will not be able to offer you a refund. We will call you to arrange to send the product back to you and to take payment for the subsequent delivery costs.

Cancellations
If you wish to cancel an order, please contact our Customer Services team via our Contact Us page. If your goods have been despatched before cancellation you will be liable for the costs of returning the unwanted items.
This returns policy does not affect your statutory rights.

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