Refund Policy

Returns

We want you to be happy with what you receive. If something is not right, contact us at hello@synergygifts.co.uk within 14 days of receiving your order and we will help you sort it out.

Personalised and Made to Order Items

Personalised items cannot be returned or refunded unless they are faulty, damaged or do not match the wording you supplied. This is because they are made to your specification and cannot be resold. Under the Consumer Contracts Regulations 2013, goods made to a consumer's specification or clearly personalised are excluded from the usual 14 day right to cancel.

Because your item is made exactly as you type it, please read your wording carefully before you pay, including spelling, dates, names and capital letters. There is no proofing step and we do not alter what you have entered, so the wording you submit is the wording we produce. If a spelling mistake was in the wording you supplied, we cannot offer a refund, although we will always try to help you put it right at a reduced cost.

Plain and Undecorated Items

Plain stock items such as our plain satin ribbons and undecorated craft blanks can be returned within 14 days of delivery for a refund, provided they are unused, in their original condition and in their original packaging with any seals or wrapping intact. Cut lengths of ribbon prepared to your requested measurement are treated as made to order and cannot be returned.

Return postage on unwanted plain items is at your own cost, and we recommend using a tracked service, as we cannot refund an item we have not received.

Faulty, Damaged or Incorrect Items

Please check your order as soon as it arrives. If an item is faulty, arrives damaged, or does not match the wording you supplied, email us at hello@synergygifts.co.uk within 48 hours of delivery with your order number and clear photographs of the item and its packaging.

Where the fault is ours we will remake the item or refund it in full, including your original delivery charge, and we will cover the cost of returning it. You do not lose your statutory rights under the Consumer Rights Act 2015 because an item was personalised.

How to Start a Return

Contact us first at hello@synergygifts.co.uk with your order number and a short description of the problem. We will confirm whether a return is needed and give you the return address. Items sent back without contacting us first cannot be accepted.

Refunds

Once we have received and inspected a return we will email you to confirm whether the refund has been approved. Approved refunds are issued to your original payment method within 5 working days, although your bank or card provider may take a few days longer to show it.

Cancelling an Order

Plain stock items can be cancelled at no cost at any point before they are dispatched. Personalised orders go into production as soon as they are placed, so if you need to cancel one please email us at hello@synergygifts.co.uk as quickly as you can and we will stop it if we have not already started making it.

Questions

If you are unsure whether your item can be returned, just ask. Email us at hello@synergygifts.co.uk and we will give you a straight answer.