Returns & Refunds Policy

The Jolly Gifts


This policy complies with the UK Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

We want you to love your purchase. If something isn’t quite right, we’re here to help.

YOUR RIGHT TO CANCEL (ONLINE ORDERS)

If you purchased online, you have the right to cancel your order within 14 days of receiving your goods for any reason.

You then have a further 14 days to return the item to us.

To be eligible for a return:

  • Items must be unused and in original condition
  • Items should be returned in original packaging where possible
  • Proof of purchase is required


To start a return, please email:

thejollygifts@gmail.com

EXCEPTIONS TO THE RIGHT TO CANCEL

The right to cancel does not apply to:

  • Personalised or custom-made items
  • Commissioned pieces
  • Items made to your specific requirements
  • Bulk or business orders unless agreed in advance

These items can only be returned if faulty or not as described.

FAULTY, DAMAGED OR NOT AS DESCRIBED

Under the Consumer Rights Act 2015, you are entitled to a remedy if goods are faulty, not as described, or not of satisfactory quality.

Within 30 days of delivery:

You are entitled to a full refund.

After 30 days (up to 6 months):

We may offer a repair, replacement, or refund where appropriate.

If your item arrives damaged, please contact us within 48 hours of delivery with photos of the item and packaging.

REFUNDS

Once your return is received and inspected:

  • Refunds will be issued to your original payment method
  • Please allow 5–10 working days for the refund to appear

Original delivery costs are only refunded where required by law.

RETURN POSTAGE

If you are cancelling within the 14-day cooling-off period, you are responsible for return postage costs.

If the item is faulty, damaged, or incorrect, we will cover reasonable return postage costs.

We recommend using a tracked service, as we cannot be responsible for items lost in transit.

HOW TO START A RETURN

Please email:

thejollygifts@gmail.com

Include:

  • Your order number
  • Reason for return
  • Photos (if item is faulty or damaged)

We will respond with next steps.