Refund policy
At customizegifts.co.uk we are committed to providing exceptional service and ensuring that you’re completely satisfied with your purchase. If you’re not happy with your order, we offer a 30-day return and exchange policy. Please follow the steps below for a smooth and hassle-free process:
How to Return or Exchange an Item:
Contact Us:
Reach out to our customer service team at service@customizegifts.co.uk to begin the return or exchange process.
Get Return Instructions:
Within 24 hours, we’ll send you the return address. Please do not use the shipping address that was included with your package—our customer service will provide the right one.
Return Your Item:
Include your order number, email address, and the reason for return/exchange on the return form. Then, send the package (with the return form) to the address: ROOM 602, 6/F, KAI YUE COMMERCIAL BUILDING, NO.2C, ARGYLE STREET, KOWLOON, HONG KONG, 0000.
Return or Exchange Processed:
Once we receive your return, we will process your return or exchange within 7 business days.
Free Return & Exchange
You are eligible for free return and exchange if:
- The customization details of the product are incorrect or contain errors.
- We shipped the wrong item(s).
- You received a damaged or defective product.
In these cases, we will cover the return shipping costs and offer a free exchange or refund.
Charged Return & Exchange
If you return or exchange an item for reasons other than those listed above (such as ordering the wrong size, personal taste, or change of mind), the following charges apply:
- Return shipping fee: You’ll be responsible for covering the cost of return shipping.
- Restocking fee: A 30% restocking fee will apply to the price of the product.
Return & Exchange Requirements
- Condition: Products must be returned unused, in their original packaging, and in perfect condition.
- Personalized Items: If you need to cancel, change, or modify a customized item, or wish to return it, a 30% customization fee applies. Please note: even if you contact us right after placing the order, the customization fee will still apply because production starts immediately to ensure timely delivery.
Refunds
- Refunds will be processed within 7 days and will be issued to the original payment method.
- For questions about your refund, feel free to reach out to our customer service team.
Need Help?
If you have any questions or need assistance with a return, exchange, or cancellation, don’t hesitate to contact us. Our friendly customer service team is always here to help!
- Email: service@customizegifts.co.uk
- Phone: +852 53245499
Thank you for shopping with us!