Refund and Returns Policy

At The Gift Gap Ltd, we want you to be completely happy with your purchase. Every item is made with care and attention, especially our personalised products. This policy explains when and how you can return items or request a refund.

1. Personalised Items

As most of our products are made to order and customised just for you, we’re unable to accept returns or offer refunds unless the item is:

• Damaged

• Faulty

• Incorrect due to our error (e.g. a spelling mistake that wasn’t in your original instructions)

We kindly ask you to double-check all personalisation details before placing your order.

2. Non-Personalised Items

If you’ve ordered a product that has not been customised, you have the right to return it under the Consumer Contracts Regulations. You must:

• Contact us within 14 days of receiving your order

• Return the item in its original, unused condition within 14 days of notifying us

Please note:

• Return postage is the responsibility of the customer

• We recommend using a tracked service for your peace of mind

3. What To Do If There’s a Problem

If your order arrives damaged, incorrect or faulty, please get in touch with us within 7 days of receiving it. Include:

• Your order number

• A clear photo of the item and the packaging (if applicable)

• A brief description of the issue

We’ll do our best to put it right quickly – whether that means a replacement or a full refund.

4. Refunds

Once your return or issue is approved:

• Refunds are processed back to your original payment method

• Please allow up to 5–10 working days for the funds to appear, depending on your bank

5. Cancellations

Orders for personalised items cannot be cancelled once we’ve started making them. If you need to make a change, please contact us as soon as possible after placing your order – we’ll help if we can.