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Returns & Refunds

5. Returns, Refunds, Cancellations, and Substitutions

5.1 We offer a 30 days money-back guarantee. Excluded products may be software and licensed products.  Please refer to our Returns & Exchanges section 6.

5.2 Sometimes product specifications from the manufacturer may change, in which case we will do our best to offer you a similar alternative. We may experience problems with the supply of certain products and may therefore supply a substitute of the same or better quality at the same price. If you are not happy with the replacement or, substitute you can return it under our 30-day money-back guarantee. Where applicable, you may cancel your order under your rights under the Distance Selling Regulations (see the Returns & Exchanges section 6 for further details)

5.3 All sizes and measurements are approximate, but we do try they are as accurate as possible.

5.4 Refundswe aim to process approved refunds within 14 Business Days of either receipt of the order in question or agreement to issue the refund.

5.5 Refunds for Returned Items, Exchange Items, Lost Items, or Out-of-Stock Items will be for an amount equivalent to the total Order Amount as invoiced, inclusive of the original outbound shipping costs and VAT. You, the customer, will be responsible for paying the shipping costs associated with returning the order.

5.6 Refunds for faulty items will be for an amount equivalent to the total Order Amount as invoiced, inclusive of the original outbound shipping costs and VAT as well as the reasonable charge incurred by you, the customer, to return the order. 

a) The idea of reasonable pricing is to look for a competitive market rate based on item value, size, and weight.

Should you exceed what we deem reasonable, you may be liable for the difference, as determined by us.

6. Returns & Exchanges

6.1 Online returns timeline

6.2 You have the right to cancel at any time from the moment you place your online order and up to 14 days from the day you receive your goods. You must notify us in writing of your wish to cancel your order within this time by email. You can use the contact form on the website or email us at info@giftandbows.com.

You then have a further 14 days from the date you’ve to notify us of your cancellation to return the goods. You will have to return the order with a form of order identification like an invoice. All returns should be tracked shipping with insurance as appropriate.

An item is received back if the order is shipped using a tracked shipping service and the tracking number shows a completed delivery. 

You will be accountable for the non-delivery of the order and any resulting losses if there is no tracking number or the tracking number does not indicate completed delivery.

Upon receiving the returned order back, we will inspect it and either accept or reject it within forty-eight (48) hours (on Business Days).

If the returned article is accepted, you will get a refund as per the Refunds clause.

6.3 Exemptions of online returns

6.4 These include CDs, DVDs, or software if you’ve broken the seal on the wrapping, perishable items, face masks and tailor-made or personalized items. They also include goods with a seal for health protection and hygiene reasons.

6.5 Returning Faulty Goods

6.6 In the unlikely event that you receive faultily, damaged, not fit for purpose, or not as described goods from us, you have the right to reject the goods. You will get a refund if you, the customer, inform us within 14 days of receiving the goods. You have another 14 days to return the goods once you’ve informed us of such. If we accept the faulty article, you will either get a refund within 14 days of receiving the goods back or a replacement. 

a) You will have to return the order with a form of order identification like an invoice. All returns should be tracked shipping with insurance as appropriate.

An item is received back if the order is shipped using a tracked shipping service and the tracking number shows a completed delivery. 

You will be accountable for the non-delivery of the order and any resulting losses if there is no tracking number or the tracking number does not indicate completed delivery.

b) Items that develop a fault after the sixty (60) calendar day period are the responsibility of you, the customer. In such instances, you should liaise with the item manufacturer directly and claim via any manufacturer’s warranty that may or may not be applicable. You may contact Gift & Bows for the contact information of the manufacturer. But we cannot guarantee that we will always have this information available.

6.7 Cost of Returning Goods

6.8 In the event of returns, you, the customer, are responsible for the return delivery costs, which are not refundable.

If you paid extra for express or next-day delivery, no refund when returning an unwanted item sent on time, as we performed that part of the service.

You will have to return the item plus a form of order identification such as an invoice. All return items should be sent back by tracked shipping with insurance as appropriate.

You will have to return the order with a form of order identification like an invoice. All returns should be tracked shipping with insurance as appropriate.

An item is received back if the order is shipped using a tracked shipping service and the tracking number shows a completed delivery. 

You will be accountable for the non-delivery of the order and any resulting losses if there is no tracking number or the tracking number does not indicate completed delivery.

6.9 Exchange Items

Gift & Bows do not facilitate the exchanging of one article for another. We treat exchange items in the same manner as returned items.

a) To affect an exchange, you will receive a refund for the returned article after inspection.

b) If you wish to source a replacement item, you will need to submit a new Order.

c) You may choose to submit the new order before receiving the refund for the returned article.

6.10 Order Cancellations

a) You are allowed to cancel an order at any time before being dispatched. After this, you will require to follow the Return Item process.

b) To cancel an order, put it in writing using the contact us form or email us at info@giftandbows.com. Please submit the reason for the cancellation.

c) It is important to note that we cannot always process customer cancellation requests because of reasons outside of our control. Under such circumstances, we will dispatch the article, and you, the customer, should follow the return item procedure to return the article and receive a refund.

d) We will do our best to keep Out-of-Stock Item or Faulty Item Order Cancellations to a minimum. However, as the customer, you should accept that we cannot guarantee that we will not cancel orders from time to time.

7. Wrong address and Unclaimed Delivery

7.1 Wrong Address  If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

7.2 Unclaimed Delivery Shipments that are unclaimed are returned to our facility and you will be liable for the cost of a reshipment (if and as applicable)