Returns & Refunds

Returns & Refunds

We want you to be happy with your order. This policy explains how returns, cancellations and refunds work for personalised and non-personalised goods. Nothing in this policy affects your statutory consumer rights.

Personalised and made-to-order products

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the usual 14-day change-of-mind cancellation right does not generally apply to goods made to a customer's specifications or goods that are clearly personalised.

This does not remove your rights if an item is faulty, damaged, not as described, or we have made an error with the product or personalisation.

If the item has been produced correctly using the personalisation details you supplied, we will normally be unable to accept a change-of-mind return or refund simply because the details supplied were incorrect. Please check names, dates, spelling and other personalisation carefully before placing your order.

Non-personalised products

For eligible non-personalised goods bought online, you can normally tell us that you wish to cancel within 14 days of receiving the goods. After telling us, you normally have a further 14 days to return them.

For a change-of-mind return, the goods should be kept in a condition consistent with the handling reasonably necessary to inspect them. Unless the goods are faulty, damaged or incorrect, the customer is responsible for the cost of returning them.

Faulty, damaged, incorrect or misdescribed goods

If your order arrives faulty, damaged, incorrect or materially different from its description, please contact us as soon as possible at sales@mkjdgifts.com. Contacting us promptly helps us resolve the issue quickly and does not affect your statutory rights.

Please include your order number and a short description of the problem. We may ask for photographs where they help us assess damage, an incorrect item or a personalisation error.

Depending on the circumstances and your statutory rights, the appropriate remedy may be a refund, repair or replacement. Where the goods are faulty, damaged or incorrect, we will not require you to bear return costs that the law requires us to cover.

Refunds

Where a refund is due, we will process it without undue delay and in accordance with applicable consumer law. Refunds are normally made to the original payment method. Your bank or payment provider may take additional time to show the credit after we have processed it.

For eligible change-of-mind cancellations, any refund of delivery charges is limited to the cost of the least expensive standard delivery option where the law provides for this.

How to contact us

Email sales@mkjdgifts.com with your order number and the reason for contacting us. We will review the circumstances and explain the next steps.