Refund policy
Refunds and Returns Policy
Last Updated: May 2026
This Refunds and Returns Policy applies to purchases made through starnaminggifts.co.uk.
By placing an order with us, you agree to this policy.
1. Personalised Products and Cancellation Rights
Many of our products are personalised, customised or created specifically for each customer.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, personalised or bespoke goods are exempt from the standard 14-day cancellation and change-of-mind rights.
Because of the personalised nature of these products, we do not normally accept returns or offer refunds for:
- change of mind;
- incorrect spelling, dates or information submitted by the customer;
- customer ordering mistakes;
- unwanted gifts;
- dissatisfaction where the product matches the order placed and website description.
Customers are responsible for carefully checking all personalisation details before completing their order.
2. Non-Personalised Products
For non-personalised products, Consumers may have the legal right to cancel their order within 14 days of receiving the goods under the Consumer Contracts Regulations 2013.
To qualify for a return:
- items must be unused and in resaleable condition;
- items should be returned with original packaging where reasonably possible;
- customers must notify us within 14 days of delivery that they wish to cancel.
Customers are responsible for return postage costs unless the item is faulty or incorrect.
Refunds will be processed within 14 days of receiving the returned goods or proof of return.
3. Faulty, Damaged or Incorrect Orders
Your statutory rights under the Consumer Rights Act 2015 are not affected.
If your order arrives:
- faulty;
- damaged;
- defective;
- incomplete; or
- incorrect due to an error on our part,
please contact us as soon as reasonably possible after discovering the issue.
Where possible, please provide:
- your order number;
- a description of the issue;
- clear photographs showing the fault, damage or error.
Contact details:
Email: starnaminggifts@gmail.com
Telephone: +44 7828 569848
4. Your Consumer Rights
If Goods are faulty, not as described or unfit for purpose, you may have legal rights under the Consumer Rights Act 2015, including the right to request:
- repair;
- replacement;
- price reduction; or
- refund.
Consumers may have a short-term right to reject faulty goods within 30 days of delivery in certain circumstances.
Nothing in this policy limits or excludes your statutory legal rights.
5. Replacement and Refund Process
If we confirm that an item is faulty, damaged or incorrect, we will provide an appropriate remedy in accordance with UK consumer law.
This may include:
- repair;
- replacement;
- partial refund; or
- full refund.
Refunds will normally be issued to the original payment method.
We reserve the right to request return of the item before issuing a refund or replacement.
Where a return is required because of a fault or error on our part, we will reimburse reasonable return postage costs.
6. Return Conditions
Returned items must:
- include all supplied components where applicable;
- not show signs of misuse, accidental damage or unreasonable wear;
- be packaged securely for return transit.
We may refuse refunds or replacements where:
- insufficient evidence of fault is provided;
- the issue results from misuse or accidental damage;
- the product matches the information and personalisation submitted by the customer.
7. Non-Returnable Items
Unless faulty, damaged or incorrectly supplied, we do not accept returns for:
- personalised or customised products;
- bespoke or made-to-order items;
- digital downloads;
- downloadable content;
- instant-access digital products;
- products created to customer specifications;
- sealed goods unsuitable for return once opened for hygiene reasons.
8. Digital Content
Where digital products, downloadable files or instant-access content are supplied, you expressly consent to immediate supply of the digital content.
By purchasing and accessing digital content, you acknowledge that your statutory cancellation rights may be lost once download, streaming or access begins.
9. Delivery Issues
If your order has not arrived within the estimated delivery period, please contact us and we will investigate with the delivery provider.
We are not responsible for delays caused by:
- postal strikes;
- customs processing;
- incorrect delivery information provided by the customer;
- carrier disruption;
- severe weather;
- circumstances beyond our reasonable control.
10. Chargebacks and Payment Disputes
Customers agree to contact us first to attempt resolution before initiating a chargeback or payment dispute wherever reasonably possible.
Fraudulent, abusive or dishonest chargebacks may be challenged using order records, tracking information, production records and communication history.
11. Third-Party Websites and Listings
Our products, descriptions or website links may occasionally appear on third-party websites, marketplaces, search engines, social media platforms or affiliate websites beyond our control.
We are not responsible for inaccurate, outdated or unauthorised information published by third parties.
Only information published directly on starnaminggifts.co.uk forms part of any contract between you and us.
12. Contact Us
For any refund, return or delivery queries, please contact:
Email: starnaminggifts@gmail.com
Telephone: +44 7828 569848
Postal Address:
Starnaminggifts.co.uk
7 Feltham Lane
Frome
Somerset
BA11 5AJ
United Kingdom