Returns & Refunds Policy

This policy applies to all orders placed within the United Kingdom.

Personalised Items

All of our products are made to order and personalised specifically for you. As such, they are classed as customised goods.

Under the Consumer Contracts Regulations 2013, consumers do not have the right to cancel or return personalised or custom-made items once an order has been placed and production has begun.

This means we are unable to accept returns, cancellations, or refunds for personalised items unless they are faulty, damaged, or incorrect.

Faulty, Damaged or Incorrect Items

We take great care in preparing and packaging every order. However, if your item arrives faulty, damaged, or incorrect, please contact us as soon as possible so we can resolve the issue.

We kindly ask that any issues are reported within 14 days of receiving your order.

This does not affect your statutory rights.

To report an issue, please email: info@caleligifts.com

Please include: Your order number, A description of the issue, clear photographs of the item and packaging (if applicable)

How We Handle Issues

As our items are personalised, we do not operate a standard returns process.

Once your issue has been reviewed, we will confirm the appropriate resolution, which may include:

A replacement item

A refund

A partial refund or alternative solution

We will always assess each case fairly based on the information provided.

 

Return Postage

If a return is required due to a fault, damage, or error on our part, we will cover reasonable return postage costs.

If an item is returned outside of this policy or is not found to be faulty, return postage will not be covered.

 

Legal Basis

This policy is in accordance with the Consumer Contracts Regulations 2013, which state that consumers do not have the right to cancel or return goods that are:

“made to the consumer’s specifications or clearly personalised.”

In addition, this policy operates alongside your statutory rights under the Consumer Rights Act 2015, which protect you in cases where goods are faulty, not as described, or not fit for purpose.

 

Contact Us

If you have any questions about your order or this policy, please contact: info@caleligifts.com