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Refund Policy

A legal disclaimer

Last updated: 15 October 2025

At Glass Gifts, we want you to be delighted with your order. This policy explains your rights regarding returns, refunds, and exchanges for purchases made on www.glassgifts.co.uk.

1. Your Legal Rights

Under UK Consumer Law, you have the right to:

  • Cancel your order and return items within 14 days of receiving them for a full refund (distance selling regulations).

  • Expect goods to be of satisfactory quality, fit for purpose, and as described.

Please note: personalised or customised glassware may have different rules (see below).

2. Returns Policy

Non-personalised Items:

  • You can return unwanted, non-damaged items within 14 days of receipt.

  • Items must be unused, in their original packaging, and in a resalable condition.

Personalised or Customised Items:

  • Due to their custom nature (engraved, printed, or personalised glassware), these items cannot be returned for a change of mind.

  • Refunds or exchanges are only available if the item is damaged, faulty, or not made according to your specifications.

How to Return:

  1. Contact us at sales@glassgifts.co.uk within 14 days of receiving your order.

  2. Include your order number, details of the item, and reason for return.

  3. We will provide instructions for returning your item.

3. Damaged or Faulty Items

If your item arrives damaged, broken, or faulty:

  • Email sales@glassgifts.co.uk within 48 hours of delivery.

  • Include photos of the damage and the packaging, along with your order number.

  • We will arrange a replacement or full refund as quickly as possible.

4. Refunds

Once we receive and inspect your returned item:

  • Refunds will be issued to your original payment method within 14 days.

  • Shipping costs are refundable only if the return is due to our error (e.g., damaged, faulty, or incorrect item).

  • For items returned due to a change of mind, return shipping costs are the responsibility of the customer.

5. Exchanges

We currently do not offer direct exchanges.
If you wish to exchange an item, please return it for a refund (if eligible) and place a new order.

6. Delivery Issues

For items lost or delayed in transit:

  • Contact sales@glassgifts.co.uk with your order number.

  • We will work with Royal Mail or Amazon FBA to locate your parcel and resolve the issue.

  • Refunds or replacements may be provided if the item cannot be delivered.

7. Contact Information

For all returns, refunds, or enquiries:

Glass Gifts (Marchella Ltd)
📧 Email: sales@glassgifts.co.uk
📍 Address: Orchard View, B49 6LG, United Kingdom

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