Refund policy

Effective 21 October 2026 · Version 2026-10-21-3

This policy covers consumer purchases. Business purchases are governed by the applicable Trade Terms and any agreed order terms. Holding a business account does not remove consumer rights where the purchase is actually a consumer purchase.

Personalised jewellery

Goods made to your specifications or clearly personalised, including jewellery made using your chosen image, do not normally carry the statutory change-of-mind cancellation right for online purchases. We do not offer voluntary change-of-mind returns for these goods. Your rights if goods are faulty, damaged, incorrectly supplied or not as described remain unaffected.

Faulty, damaged or incorrect goods

Email support@yoursgiftfully.com or hello@yoursgiftfully.com with your order number or other proof of purchase and a description of the problem. A photograph can help us understand it. We will arrange the remedy required by the Consumer Rights Act 2015, which may include rejection and a refund, repair, replacement or a price reduction, depending on the circumstances. We do not require original packaging for a valid faulty-goods claim, and we pay the necessary return costs.

Statutory cancellation for eligible non-personalised goods

For an eligible non-personalised online purchase, you can cancel without giving a reason by telling us within 14 days after the day you receive the goods. If an order is delivered in separate parts, the statutory start date may be the day you receive the last relevant item. Send a clear cancellation statement to either email address above or write to Nicky Kroes trading as Yours Giftfully, 51 Colegate, Norwich, Norfolk, NR3 1DD, United Kingdom. You may use the optional cancellation form in section 6 of our Terms of Service, but you do not have to.

Send the goods back without undue delay and no later than 14 days after telling us you are cancelling. Contact us for return instructions; your statutory cancellation does not depend on us approving it or on using our label. You may inspect the goods as you could in a shop. Original packaging and an unused condition are not absolute conditions of this statutory right.

For non-faulty goods returned under the statutory cancellation right, you are responsible for the direct cost of returning the goods unless we have agreed to pay it or applicable law requires otherwise. This applies only where that responsibility was disclosed before the contract was made; it does not add a new charge to earlier orders. We pay necessary return costs for faulty or incorrectly supplied goods.

Our additional voluntary returns offer

For eligible non-personalised items, our voluntary return window is 30 days after delivery. For a change-of-mind return under this additional offer, the item should be unworn or unused and in its original packaging, with proof of purchase. Gift cards are excluded from the voluntary offer. These additional conditions do not restrict your statutory cancellation rights or faulty-goods remedies. Buying a sale item does not remove your statutory rights.

Return instructions and labels

Contact us before sending goods back so we can provide the correct return instructions. For an accepted return, we will send a return shipping label and explain where to send the package. A label for a faulty or incorrectly supplied item will be at our cost. For a change-of-mind return where you are responsible for postage, we will explain and agree any direct label cost before you choose to use it; no undisclosed label charge will be deducted.

Refunds

For statutory cancellation of an eligible purchase, we refund the cancelled goods and the applicable standard outward delivery charge. We do not have to refund the extra premium for an express service you chose. We refund without undue delay and no later than 14 days after we receive the returned goods or evidence you sent them back, whichever is earlier. Where no goods were supplied, we refund within 14 days after you tell us you are cancelling. If we have offered to collect the goods, we refund within 14 days after you tell us you are cancelling.

We may make a lawful deduction for diminished value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning. We cannot make that deduction where we have failed to provide the required cancellation information. No deduction applies simply because you inspected the goods as legally permitted.

For a statutory refund following rejection of faulty goods, we refund without undue delay and within 14 days beginning with the day we agree you are entitled to that refund. We do not require you to accept a repair instead where you have a legal right to reject. Statutory rights and deadlines take priority over inspection or approval procedures.

Refunds use your original payment method, without a refund fee, unless you expressly agree otherwise. For returns solely under our additional voluntary offer, approved refunds are made within 10 business days after approval. Your bank or card provider may need additional time to display a refund. Contact us if a refund has not arrived; you do not need to wait 15 business days before raising a missed statutory deadline.