Returns & Refunds Policy

We want you to be completely satisfied with your purchase from Unusual Designer Gifts. In addition to your statutory rights, we offer returns on eligible items within 30 days of delivery, subject to the conditions below.

Returns

If you change your mind about an eligible item, please contact us and return it within 30 days of delivery.

To qualify for a return under our returns policy, the item should be unused, in its original resalable condition and, where applicable, include its original packaging and accessories.

Please include a copy of your dispatch note and a note stating the reason for the return and whether you would like a refund or exchange.

We recommend using a tracked delivery service and keeping your tracking number until your return has been completed.

Your Right to Cancel an Online Order

For most products purchased online, consumers have a legal right to cancel their order within 14 days of receiving the goods, without giving a reason.

Once you have notified us that you wish to cancel, you will normally have a further 14 days to return the goods.

Certain products are excluded from the statutory right to cancel, including goods made to your specifications or clearly personalised.

Nothing in this policy affects your statutory rights.

Personalised & Bespoke Products

The statutory right to cancel does not apply to products that are made to your individual specifications or clearly personalised.

This includes personalised Playing Card Picture Frames and other products created or customised specifically to your requirements.

These items cannot normally be returned or exchanged because you have changed your mind. This does not affect your rights if an item is faulty, damaged or not as described.

If you are unsure whether a product is personalised or bespoke before ordering, please contact us and we will be happy to advise you.

Other Return Conditions

Unless your statutory rights provide otherwise, items returned under our voluntary 30-day returns policy must be unused and in their original resalable condition.

Please take reasonable care of products while they are in your possession.

Where handling has gone beyond what would reasonably be necessary to establish the nature, characteristics and functioning of an item, we may be entitled to make an appropriate deduction from a refund in accordance with your statutory rights.

Lampshades

Please take care when examining lampshades and retain all protective packaging until you are satisfied with your purchase.

Removing protective packaging or handling an item beyond what is reasonably necessary may affect the amount that can be refunded where permitted by law.

This does not affect your rights if the product is faulty, damaged or not as described.

Sale Items

Sale and discounted items have the same statutory rights as full-price products.

Eligible sale items may also be returned in accordance with our returns policy unless a specific legal exemption applies.

How to Return an Item

Please securely package your return and send it to:

Returns Department
Unusual Designer Gifts
14 Osprey Close
Marchwood
Southampton
Hampshire
SO40 4XJ
United Kingdom

Unless an item is faulty, damaged or not as described, you are normally responsible for the cost of returning it.

We recommend using a tracked delivery service, as you are responsible for the item until it reaches us.

Refunds

Once we have received and inspected your returned item, we will process the refund as soon as possible and within the applicable statutory timescale.

Refunds will be made to your original payment method.

Where you exercise your statutory right to cancel an online order, any standard outbound delivery charge that you paid will also be refunded where required by law. If you selected a more expensive delivery option, we are not required to refund the additional cost above our standard delivery charge.

Your bank or payment provider may take additional time to credit the funds to your account after we have issued the refund.

Exchanges

If you would prefer to exchange an eligible item, please contact us.

If the replacement item costs more, we will request payment of the difference. If it costs less, we will refund the appropriate difference.

Personalised or bespoke products cannot normally be exchanged unless they are faulty, damaged or not as described.

Damaged, Faulty or Incorrect Items

Please check your order as soon as reasonably possible after receiving it.

If you notice any damage, missing parts, faults or believe you have received an incorrect item, please contact us promptly so we can resolve the issue as quickly as possible.

Where appropriate, please send clear photographs showing the problem.

Examples include:

• Damaged glass or ceramics

• Scratches, marks or defects

• Missing parts or fixings

• Electrical or operational faults

• An incorrect item being supplied

If an item is faulty, damaged or not as described, your statutory rights apply.

Where appropriate, we will arrange a return, repair, replacement or refund in accordance with your statutory rights and will cover reasonable return costs where we are responsible for the problem.

Installation & Fitting

Please inspect products carefully before installing, fitting or hanging them.

We cannot accept responsibility for damage caused by incorrect installation, fitting, misuse or accidental damage after delivery.

This does not affect your statutory rights in relation to a product that was already faulty, damaged or not as described when supplied.

Lighting & Electrical Products

For lighting products, electrical faults are covered by our one-year guarantee.

This guarantee is in addition to, and does not affect, your statutory rights.

If you experience an electrical fault, please contact us with details of the problem and we will advise you on the next steps.

Large or Bulky Items

If a large or heavy item arrives damaged, please contact us as soon as reasonably possible and provide clear photographs of the item and packaging.

Where appropriate, we will arrange collection and a replacement or refund.

Please contact us before attempting to return a large or bulky item yourself.

International Returns

International customers wishing to return an eligible item should use a suitable tracked courier service.

Please mark the parcel “Returned Goods” where appropriate to help avoid unnecessary customs charges.

If an item is faulty, damaged or not as described, please contact us before returning it so that we can advise you about the return arrangements and applicable costs.

Please note that statutory rights may differ depending on the country in which you live.

Outlying UK Postcodes

For certain UK postcodes, including AB, BN, BT, CA, DD, DG, DH, DL, EH, EX, FK, G, GY, HR, HS, IM, IV, JE, KA, KW, LA, LD, LL, ML, NE, NR, PA, PH, PL, PO, SA, SY, TA, TD, TQ, TR, WV, YO and ZE, please allow additional time for delivery. Delivery to some of these areas may take a minimum of 5–7 working days.

Our Promise

We are a small, dedicated team and put a great deal of care into every order.

If something goes wrong, please contact us and give us the opportunity to put it right. We will always aim to deal with genuine problems fairly and promptly.

We also ask customers to treat our team with courtesy and respect. Our team are here to help and will always aim to resolve issues fairly.

Nothing in this Returns & Refunds Policy excludes or limits your statutory rights.

Need Help?

If you have any questions or need assistance, contact our Customer Support Team at info@unusualdesignergifts.co.uk or via our Contact us page.