Refund policy

RETURNS AND REFUNDS POLICY

for St Albans Gifts

Effective Date: December 3, 2025

1. CONTACT INFORMATION

If you need to discuss a return or refund, please contact us first:

  • Email: hello@stalbansgifts.co.uk

2. POLICY OVERVIEW

Situation Eligibility Return Window Cost of Return Shipping
Change of Mind (Standard Designs) Yes (14-Day Right to Cancel) 14 days to notify, 14 days to return Paid by Customer
Faulty, Damaged, or Misprint Yes (UK Consumer Law) 30 days from delivery Paid by St Albans Gifts
Custom or Personalised Item No (Change of Mind) Not applicable Not applicable

3. NON-RETURNABLE ITEMS (Custom/Bespoke Orders)

Under UK Consumer Contracts Regulations, the right to cancel (change your mind) does not apply to goods that are made to the consumer's specifications or are clearly personalised.

  • If your item was customised (e.g., had a name, date, or specific message added, or was modified based on your request per Clause 2.4 of our T&Cs), we cannot accept a return or issue a refund unless the item is faulty or damaged upon arrival.

4. RETURNS FOR CHANGE OF MIND (Standard Designs Only)

You may cancel your contract for standard, non-personalised items within 14 days of receiving your order.

4.1. Initiating the Return

  1. Notify Us: You must notify us by emailing hello@stalbansgifts.co.uk within 14 days of receiving the item.

  2. Return Address: We will provide you with the specific return address once you have notified us. Do not send the item back to the address on the parcel, as this is the address of our printing partner, and it may not be processed correctly.

4.2. Return Conditions and Risk

  • Condition: Items must be returned in their original, unused, and resaleable condition.

  • Return Shipping Cost: You are responsible for paying the shipping costs to return the item to us.

  • Tracked Shipping Required: We strongly advise you to use a tracked and insured shipping service. St Albans Gifts is not responsible for returns that are lost or damaged in transit and do not reach our designated return address. If we do not receive the item, we cannot issue a refund.

5. FAULTY, DAMAGED, OR INCORRECT ITEMS

If an item is defective, damaged, or incorrect (e.g., wrong size or design sent), we will gladly offer a free replacement or a full refund, including the cost of initial shipping.

  1. Contact: Email us at hello@stalbansgifts.co.uk within 30 days of delivery.

  2. Provide Evidence: You must include your order number and clear photographic evidence of the fault or damage.

  3. Resolution: Once the fault is verified, we will arrange for a free replacement to be sent out or process a full refund. In most cases, you will not be required to return the faulty item.

6. REFUND PROCESSING

  • Refunds for returns (for standard goods) will be processed once we have received and inspected the item.

  • Refunds will be issued to your original method of payment.

  • Please allow 5-10 working days for the refund to appear in your account after it has been processed by us.