Distinctive Gifts is committed to providing its customer with the highest possible level of customer service and satisfaction. We always try to ensure that our products are sent out in perfect condition. However, sometimes due to situations beyond our control for example damage in post, your item may arrive in an unsatisfactory state. In the unlikely event that you receive a faulty or damaged item or your item is wrong please contact us at firstname.lastname@example.org as soon as possible, within 10 days.
To help us to respond quickly, please try to include as much information as possible:
Problem with fault
Photo of the fault*
*If a photo is not included we may ask you to provide photographic evidence before processing your claim. Due to the nature of the products we offer all items which are personalised are non-refundable.
The range of gifts offered by Distinctive Gifts are custom made with the requested personalisation.
Custom made / personalised items are exempt from The Consumer Contract Regulations – the only exception being is if:
- they are faulty, not as described,
- not fit for purpose
- or any other fault of Distinctive Gifts.
If we request that you return the item to us, we would be grateful if you would return your items via recorded or tracked post, this is for your peace of mind, and ours. This is not a requirement of law, this is a courtesy request.
Items marked as being reduced for having a defect, damage or any other reason will be exempt from the returns policy.
You must send the goods back to us to our contact address at your own cost (unless we delivered the item to you in error or the item is damaged or defective) as soon as possible once you have cancelled the order.
In addition you will lose your right to cancel if you:
(a) unseal goods that are not suitable for return if they are unsealed, due to health protection or hygiene reasons.
(b) combine goods with other goods after delivery so that they become inseparable.
How long does my refund take?
Your refund can take up to 2 weeks to be actioned. Once the refund has been actioned it can take 2-5 working days to appear in your bank account as a credit.
Multiple refund requests
If there are persistent claims for refunds from the same individual or group of individuals, we reserve the right not to issue a refund or replace an order. We may refuse to take any future orders from any such customers and will inform them of our decision in writing, via email or over the telephone.
**You are not entitled to a cooling period under the Distant Selling Regulations for any item that is personalised or made to order.