Refunds, Returns and Cancellations Policy

Your statutory rights

Nothing in this policy limits your rights under the Consumer Rights Act 2015 or other applicable consumer law. Goods must be as described, fit for purpose and of satisfactory quality.

Cancelling non-personalised orders

For non-personalised goods bought online, you may cancel without giving a reason from the time the order is placed until 14 days after the goods are delivered to you or to a person you nominate.

Tell us clearly that you wish to cancel by emailing orders@ezgift.co.uk or by using our model cancellation form. Include your name, order number and the relevant item. It is enough to send the cancellation notice before the 14-day period expires.

After notifying us, return the goods within 14 days to:

EZ GIFT Returns
29 Saint Georges Crescent
Manchester
M6 8JG
United Kingdom

Unless the item is faulty, damaged, misdescribed or incorrectly supplied, you are responsible for the direct cost of return postage. We recommend obtaining proof of posting. You are responsible for any reduction in value caused by handling beyond what is reasonably necessary to inspect the goods.

Personalised and made-to-order goods

The statutory change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised. Once production of a personalised or made-to-order item has begun, it cannot be returned or refunded merely because you changed your mind, selected the wrong options or supplied incorrect personalisation.

This exception does not remove your rights if a personalised item is faulty, damaged, not as described, incorrectly supplied or made differently from the personalisation details accepted with your order.

Contact us as soon as possible if you notice an error in personalisation details. We will try to help, but we cannot guarantee changes after production has begun.

Faulty, damaged or incorrect goods

If goods arrive faulty, damaged, not as described or incorrect, email orders@ezgift.co.uk with your order number and a description of the problem. Photographs can help us resolve the matter quickly, but asking for them does not remove your statutory rights.

Depending on the circumstances and your legal rights, we will provide an appropriate repair, replacement, price reduction or refund. We will cover reasonable return costs where goods must be returned because they are faulty, damaged, misdescribed or incorrectly supplied.

Refunds

For a valid change-of-mind cancellation, we will refund the price paid and the cost of our least expensive standard delivery option. Extra costs for an enhanced delivery option are not refundable beyond the standard-delivery amount.

We will make the refund without undue delay and no later than 14 days after we receive the returned goods or, if earlier, after you provide evidence that they were sent back. We may withhold the refund until then. Refunds are made to the original payment method unless expressly agreed otherwise.

If an order is cancelled before dispatch and cancellation rights apply, we will refund it without undue delay and no later than 14 days after being informed of the cancellation.

Complaints

Email complaints to orders@ezgift.co.uk. We aim to acknowledge complaints promptly and deal with them fairly. Please include your order number and enough information for us to investigate.