Returns & Refunds
Last updated: 14 November 2026
This policy does not affect your statutory rights.
At a glance: you can cancel most orders within 14 days of delivery for a change of mind, and you pay the cost of sending change-of-mind returns back to us. Personalised items (our throws, blankets and cushions) are made to order and dispatched by our UK maker, with delivery 7–9 working days in total; they can't be returned for a change of mind. Faulty or damaged items are always refunded or replaced at our cost.
1. Changed your mind? Your 14-day right to cancel
You can cancel your order for any reason within 14 days of the day after you (or someone you nominated, other than the courier) receive your goods. If your order arrives in several parcels, the 14 days run from the day after the last item arrives.
To cancel, tell us clearly within that period by emailing giftnesthq@gmail.com with your order number, or by using the cancellation form below. You don't need to give a reason.
You then have 14 days from the day you tell us to send the goods back to:
GiftNestHQ, White House Farm, Solihull, B94 5DX, United Kingdom
Return postage: you pay the cost of returning goods for a change of mind. We don't provide a prepaid label for these returns. (Faulty or damaged items are different: see section 2.)
Please pack items so they aren't damaged in transit and keep your proof of postage.
Your refund: we refund the price you paid plus the standard delivery charge you paid. If you chose a more expensive delivery option, we refund the cost of our standard delivery only. We refund within 14 days of receiving the goods back, or of you giving us proof you've sent them, whichever is sooner, using the same payment method you used, with no fees.
Handling: you may handle the goods as you would in a shop to check what they are and how they work. If the goods have been handled beyond that and their value has reduced, we may deduct an amount reflecting that reduction.
Items that can't be returned for a change of mind (faulty items are always covered by section 2):
- Goods made to your specification or clearly personalised
- Goods that deteriorate or expire rapidly
- Sealed goods unsuitable for return for health or hygiene reasons once unsealed after delivery
- Sealed audio, video or software once unsealed
- Goods that have become inseparably mixed with other items after delivery
Any exempt product is marked clearly on its product page before you buy.
Personalised items: our personalised throws, blankets and cushions are made to order and dispatched by our UK maker (please allow 7–9 working days in total) to your specification, so under the Consumer Contracts Regulations 2013 they can't be returned or cancelled for a change of mind once you've placed your order. Please check your spelling, photo and details carefully before ordering. If a personalised item arrives faulty, damaged, or with personalisation that doesn't match what you entered, we'll refund or replace it at our cost under section 2.
2. Faulty, damaged or not as described
Your rights under the Consumer Rights Act 2015 are not affected by anything in this policy. Goods must be of satisfactory quality, fit for purpose and as described.
- Within 30 days of delivery: you can reject faulty goods for a full refund.
- After 30 days: you're entitled to a repair or replacement first. If that fails or isn't possible, you can have a price reduction or reject the goods for a refund.
- Within 6 months of delivery: a fault is presumed to have been there at delivery unless we can show otherwise. After 6 months, you may need to show the fault was there at delivery.
We cover the cost of returning faulty or damaged goods and will send you a prepaid label, and we'll refund or replace the item at our cost. Email giftnesthq@gmail.com with your order number and a photo or short video of the problem so we can sort it quickly. Refunds for rejected faulty goods are made within 14 days of us agreeing you're entitled to one.
3. Damaged in transit or not received
Goods are our responsibility until they reach you or the person or safe place you nominated. If your parcel arrives damaged or hasn't arrived, contact us at giftnesthq@gmail.com and we'll investigate with Royal Mail Tracked 48 and send a replacement or a full refund at our cost.
4. Cancelling before dispatch
If your order hasn't been dispatched yet, email us as soon as possible and we'll cancel it and refund you in full.
5. How long refunds take to show
Once we've processed your refund, your bank or card provider may take up to 5 working days to show it.
6. Contact
giftnesthq@gmail.com. We reply within 1 working day, Monday to Friday, 9am to 5pm (UK time), excluding bank holidays.
Cancellation form
(Complete and return this form only if you wish to cancel your order.)
To: GiftNestHQ, White House Farm, Solihull, B94 5DX, United Kingdom, giftnesthq@gmail.com
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: ...
Ordered on: ... / Received on: ...
Order number: ...
Name of consumer(s): ...
Address of consumer(s): ...
Signature of consumer(s) (only if this form is sent on paper): ...
Date: ...
GiftNestHQ is the trading name of Joshua McNally, a sole trader, White House Farm, Solihull, B94 5DX, United Kingdom. Contact: giftnesthq@gmail.com.