Replacement & Refund

Your satisfaction is our top priority.

At Giftera, every creation is unique — just like your order. We carry out a thorough quality control check before every shipment to ensure that your personalized gifts arrive in perfect condition.

Please read this Replacement and Refund Policy carefully before completing your order. By placing an order, you acknowledge that you have read, understood, and accepted these terms.

This policy applies to personalized products, made-to-order products, and/or print-on-demand (POD) products.

Our replacement or refund guarantee is valid for 30 days from the date your package is delivered.

1. Eligible Claims (Accepted)

Every claim is reviewed individually and must be adequately documented. Submitting a claim does not automatically guarantee a refund or replacement.

Any mandatory statutory consumer rights remain fully protected where applicable.

✔️ Covered by our guarantee:

Damaged Product: The item arrives broken, scratched, damaged, or has a clearly identifiable manufacturing defect.
Personalization Error: The text, image, color, or size does not match the design you approved when placing your order.
Shipping Error: An item is missing, or you received a product intended for another customer.
Lost Package: The tracking status indicates “Delivered,” but you have not received the package. In such cases, official confirmation of loss from the carrier may be required.

For damaged or incorrect products, clear photos or videos may be requested to verify the reported issue.

Minor variations caused by materials, manufacturing processes, printing, lighting conditions, or differences in screen/display settings do not necessarily constitute a defect.

2. Ineligible Claims (Rejected)

Due to the highly personalized nature of our products, we are generally unable to accept returns or refunds in the following situations:

❌ Not covered:

Customer Input Errors, including:
- Name or text;
- Image provided by the customer;
- Quality of images provided by the customer;
- Color;
- Size;
- Other personalization details;
- Shipping address.
Incorrect or Incomplete Delivery Information: If a package is lost or returned because of an incorrect, incomplete, outdated, or undeliverable address provided by the customer.
Change of Mind: Personalized products are made specifically for each customer and generally cannot be resold. Therefore, such products are generally not subject to the standard right of withdrawal, to the extent permitted by applicable law.
Late Claims: Claims submitted more than 30 days after receipt of the order are generally not covered by our guarantee.
Incorrect or Incomplete Address: We are generally not responsible for delays, failed deliveries, returned packages, or additional costs resulting from an incorrect, incomplete, outdated, or undeliverable address provided by the customer.
Damage After Delivery: Damage caused by improper use, modification of the product, accidents, normal wear and tear, or failure to follow care and usage instructions is generally not covered.

Mandatory statutory consumer rights remain unaffected by these provisions.

3. Claims Procedure

For faster processing, please contact our customer service team at support@giftera.co.uk and provide the following information:

Your order number;
A clear and detailed description of the issue;
Clear photos or videos showing the reported problem;
Photos of the packaging and shipping label, where relevant;
Any relevant correspondence or evidence from the carrier regarding delivery issues;
Any official confirmation of loss, theft, or misdelivery where required.

Unboxing Video

An unboxing video is strongly recommended, particularly for claims involving damaged, incorrect, or missing items.

However, the absence of an unboxing video will not automatically result in the rejection of a claim.

We may request additional information, photographs, videos, or other reasonable evidence when necessary to verify the claim.

4. Replacement

When a replacement is approved:

The replacement product will generally be manufactured according to the specifications of the original order.
Confirmed production or fulfillment errors will be corrected.
The replacement will generally be shipped to the original delivery address provided with the order.
Any change of address must be communicated promptly. However, an address change cannot be guaranteed once production or shipping has begun.
Standard production and shipping times will apply.
An exchange for a different product, a different model, or a higher-value product is generally not offered.

The return of the original product is generally not required unless we reasonably request it for investigation purposes.

5. Refunds

When a refund is approved, it will generally be issued through the same payment method used to place the order.

As a general guideline:

PayPal: approximately 3–5 business days;
Credit/Debit Card: up to 10 business days or longer, depending on the card issuer or financial institution.

These timeframes begin after the refund has been approved and processed.

We are not responsible for additional delays caused by banks, card issuers, or payment service providers.

The amount refunded will depend on the nature and extent of the confirmed issue.

⏱️ Modifications & Cancellations

Once an order has been confirmed, it is sent for processing almost immediately.

You therefore have a strict 1-hour window to request a change or cancellation of your order.

After this period, production may already have started. Changes or cancellations can therefore no longer be guaranteed and will generally not be accepted.

For an urgent change or cancellation request, please email us as soon as possible at support@giftera.co.uk with the subject line:

“URGENT + [Your Order Number]”

We strongly recommend submitting any change or cancellation request immediately after placing your order.

Each claim is evaluated based on the specific circumstances of the order and the evidence available.

We may request any information or documentation that is reasonably necessary to verify the claim and reach a fair decision.

Submitting a claim does not guarantee a replacement or refund.

This policy is not intended to exclude or restrict any mandatory consumer rights provided under applicable law. Where mandatory legal provisions provide consumers with additional rights, those rights remain fully unaffected.

By placing an order, the customer confirms that they have read and understood this policy and the terms applicable to their order.