Refund Policy
At CreadGift, your satisfaction is our priority. If something isn’t right with your order, we’re here to make it right. This policy explains your right to cancel, how returns work and what happens if an item arrives faulty. It does not affect your statutory rights.
You can cancel within 14 days of the day you receive your order, without giving a reason.
Items made to your specifications (names, photos, messages) can’t be cancelled once made, unless faulty, damaged or incorrect.
Please return items unused and in their original packaging. We may reduce a refund if an item has been handled more than needed to inspect it.
Refunds for gifts are made to the original purchaser’s payment method.
For personalised orders, contact us as soon as possible if you need a change. We can amend or cancel an order free of charge until production starts.
Follow these simple steps:
Tell us
Email support@creadgift.com within 14 days of delivery, or send the model cancellation form
Get instructions
We reply within 24 hours on business days with how and where to send the item
Send it back
Return the item within 14 days of telling us, using a tracked service
Inspection
We check the item and let you know the outcome within 3 business days of receiving it
Refund issued
We refund your original payment method within 14 days of receiving the item or proof of return, usually within 3–5 business days
Confirmation
You’ll receive an email once your refund has been processed
When you cancel a whole order within 14 days, we also refund the standard delivery charge you paid. Any extra you paid for Express or Weekend delivery is not refunded.
We pack every order with care, but if something arrives faulty, damaged or not as ordered:
UK returns of non-personalised items are free: we send you a prepaid return label. Outside the UK, return postage is paid by the customer.
Refunded at the standard rate when you cancel a whole order within 14 days, or in full if the item is faulty or our error
Please use a tracked service and keep your proof of postage until your refund arrives
If the item is faulty, damaged or incorrect, we cover all return and replacement delivery costs, wherever you are
Orders delivered outside the UK may be charged import VAT, GST or sales tax, customs duties and carrier handling fees by the destination country. We don’t collect these at checkout and can’t refund them for change-of-mind returns, but you may be able to reclaim them from your local customs authority or carrier.
- Faulty or incorrect items: we refund import charges you paid on the item, on proof of payment.
- Refused or unclaimed parcels: if a parcel comes back to us because import charges weren’t paid, we refund the price of the goods once it arrives, minus the return postage we are charged.
We don’t offer direct exchanges. If you’d like a different item, return the original (if eligible) and place a new order. We’re happy to help you find the right product.
Because personalised gifts are made especially for you, they are non-refundable unless:
- 🔨 The item arrives damaged or faulty
- ✏️ We made an error with the personalisation
- 📦 The wrong item was sent
We can’t accept returns of personalised items where the details were entered incorrectly at checkout.
If you haven’t received your refund yet:
- 🏦 Check your bank account — processing times vary by bank
- 💳 Contact your card provider — it can take a few business days to appear
- 📧 Contact us at support@creadgift.com if it still hasn’t arrived
You can use this form to cancel, but you don’t have to: an email with the same details is enough. Only complete and return it if you want to cancel the contract.
To: HUECORE LTD, trading as CreadGift, 128 City Road, London, EC1V 2NX, United Kingdom — support@creadgift.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 notified on paper):
Date:
[*] Delete as appropriate.
Have a question about a return or refund? We’re here to help.
Within 24 hours, Monday – Friday (UK time)