Refund and Returns Policy

We want you to be happy with what arrives. This policy sets out your rights and how we handle returns.

Personalised items

Most of our products are personalised with an initial or made to your chosen specification. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, goods that are made to a consumer's specification or are clearly personalised are exempt from the standard 14 day right to cancel. This does not affect your legal rights if an item is faulty, damaged or not as described.

Non personalised items

If you ordered an item with no personalisation, you may cancel within 14 days of receiving it and return it to us within 14 days of telling us. It must be unused and in its original condition. Return postage is at your cost unless the item was faulty.

Faulty, damaged or incorrect orders

If your order arrives damaged, faulty or not what you ordered, email info@spiritgemgifts.com within 30 days of delivery with your order number and a photo. We will replace it or refund it in full, including original delivery costs. Your rights under the Consumer Rights Act 2015 always apply.

Refunds

Approved refunds are issued to the original payment method within 5 to 10 working days of us agreeing the refund. Your bank may take a little longer to show it.

Cancelling before dispatch

If you need to cancel or change an order, email us as soon as you can. If we have not yet made and posted it, we will amend or cancel it without any fuss.

How to contact us

Email info@spiritgemgifts.com with your order number and we will take it from there.