Return and Refund Policy

Returns and Refunds Policy

Overview

We take pride in the quality and uniqueness of our handmade gifts. We hope you are delighted with your purchase, but if you are not entirely satisfied, we’re here to help.

Your Rights Under UK Law

As a customer shopping online in the UK, you are entitled to certain rights under the Consumer Contracts Regulations and the Consumer Rights Act. These include the right to cancel your order within 14 days of receiving your items and to receive a refund for faulty or misdescribed products.

Returns

Change of Mind

You have the right to cancel your order and request a return within 14 days of receiving your item(s).

To be eligible for a return, the item must be unused, in its original condition, and in the original packaging.

Custom and Personalised Items

Unfortunately, we cannot accept returns or offer refunds for custom-made or personalised items unless they are faulty or damaged upon receipt.

Faulty or Damaged Items

If your item is faulty, damaged, or does not match the description, you are entitled to a replacement, repair, or refund.

Please notify us within 30 days of receipt if your item is faulty or damaged.

How to Request a Return

Contact us at [your email address] within 14 days of receiving your order, providing the following details:

Your name and order number

Details of the item(s) you wish to return

Reason for the return (optional but appreciated)

If the item is faulty or damaged, include photos of the issue

Once your return request is approved, we will provide you with instructions on how and where to send the item.

Refunds

Eligibility for Refunds

Refunds will be processed for items returned in their original condition within 14 days of cancellation.

For faulty or damaged items, refunds will be issued once we have inspected the item and confirmed the issue.

Processing Time

Refunds will be processed within 14 days of receiving the returned item or proof that the item has been shipped back to us.

Shipping Costs

If you are returning an item due to a fault or error on our part, we will cover the cost of return shipping.

For change-of-mind returns, the cost of return shipping will be your responsibility.

Exemptions

We cannot accept returns or offer refunds for the following:

Custom-made or personalised items, unless faulty

Items returned after 14 days without prior communication

Items not in their original condition or packaging

Contact Us

If you have any questions about this policy or need assistance with a return, please contact us at:

Email: thegoblynsportal@gmail.com

Address: 4 Tivoli Place, Ilkley. LS29 8SU

We value your satisfaction and will do our best to resolve any issues promptly.