Returns & Refunds

Last updated: 27 October 2026

Personalised items and change of mind

Personalised products are created using the details you select or supply. We do not offer change-of-mind returns or exchanges for products made to your specifications or clearly personalised, except where mandatory law requires otherwise.

This includes changing your mind about the design, choosing the wrong personalisation option or deciding that you no longer need a correctly supplied personalised item. Simply making a standard product after an order is placed does not, by itself, mean that it qualifies for a personalised-goods exception.

This restriction does not remove your rights if a product is faulty, damaged, materially different from its description, or made incorrectly by us.

Damaged, faulty, incorrect or missing items

Contact support@veriagifts.com as soon as reasonably possible if:

Your product arrives damaged or has a manufacturing defect.
The personalisation does not match the details you submitted.
You receive the wrong product.
An item is missing from your order after allowing for separate parcels.

Include your order number, a description of the issue and, where reasonably available, photos of the product and packaging. We will assess the issue and provide a repair, replacement, refund or other remedy as appropriate under applicable law. Your legal rights to choose a remedy, where they apply, are preserved.

We do not require an unboxing video as the only way to establish a problem. A delay in contacting us does not automatically cancel a statutory right.

Personalisation details supplied by you

Please check spelling, dates, sizes, layout choices and photo quality before ordering. An error in information you supplied, where we accurately followed that information and the item otherwise conforms to the contract, is generally not a manufacturing defect.

If we made an error or a product materially fails to match its description, we will not treat it as a customer-input issue. Minor screen-to-print differences do not excuse a materially incorrect colour, design or finish.

Non-personalised products

[CONFIRM_STANDARD_GOODS_POLICY: If you sell non-personalised products, state the voluntary return window, condition requirements, return cost and process. If your catalogue contains only genuinely personalised goods, replace this section with an accurate explanation of that fact.]

For eligible non-personalised online purchases, any mandatory withdrawal or cancellation rights in your country apply in addition to the voluntary policy. In particular, applicable UK and EU distance-selling withdrawal rights are not excluded merely because an item was produced after an order was placed.

Return instructions and costs

Please contact us before returning an item so we can provide the correct instructions and return address. Do not treat the business contact address as an automatic returns destination. This process does not restrict a mandatory right to give notice of withdrawal or seek a remedy.

Where an item is faulty, damaged on delivery, incorrect because of our error, or otherwise subject to a remedy at our expense, we will arrange or cover reasonable required return costs. We may not require a physical return in every case.

For an eligible change-of-mind return of a non-personalised item, return charges and any lawful deduction will be disclosed before purchase and applied only as permitted by law. We do not impose an undisclosed restocking fee.

Refunds

A cancellation request received within our 7-hour cancellation window qualifies for a full refund of the cancelled order. See Cancellation & Order Changes.

For other refunds, we will confirm the amount and the reason, including any shipping charges that must be refunded by law. Refunds are made to the original payment method unless another lawful method is agreed. Store credit will not replace a money refund where you are legally entitled to one.

We will issue refunds without undue delay and within any applicable legal deadline. Your bank or payment provider controls the time needed to show the credit after we issue it.

For a statutory withdrawal where applicable, refund timing, evidence of return and standard outbound delivery-cost reimbursement will follow the applicable rules.

Your consumer rights

Nothing in this policy excludes mandatory consumer rights. This includes applicable rights in the United States and Canada, statutory conformity and withdrawal rights in European markets, and applicable consumer guarantees in Australia and New Zealand.

Where a lawful personalised-goods exception applies to a change-of-mind return, rights relating to faulty, unsafe, misdescribed or incorrectly supplied goods still remain.