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Returns & Refunds Policy

Last Updated: November 2025

We want you to love your personalised gift. If you're not completely satisfied, we're here to help. This policy complies with the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

Your Consumer Rights - 14-Day Cooling-Off Period

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the legal right to cancel your order within 14 days without giving any reason for non-personalized items.

The 14-day cancellation period begins:

  • From the day you (or a third party you nominate, other than the carrier) receive the goods
  • For multiple items ordered together but delivered separately: from the day you receive the last item

Eligible for 14-Day Return (Change of Mind):

  • ✓Non-personalised items in unused, original condition with all tags and packaging
  • ✓Items must be returned within 14 days of receipt
  • ✓You are responsible for the cost of returning the item (unless faulty)

NOT Eligible for 14-Day Cooling-Off Period:

  • ✗Personalised or customized items - These are made specifically for you and cannot be returned unless faulty (Consumer Contracts Regulations 2013, Regulation 28)
  • ✗Items that have been used, worn, or are not in their original condition
  • ✗Items without original packaging and tags

Faulty, Damaged or Incorrect Items (Consumer Rights Act 2015)

Your statutory rights under the Consumer Rights Act 2015 are not affected by our returns policy. If your item is faulty, damaged, or not as described, you have the following rights:

Within 30 Days of Delivery:

You have a legal right to reject the goods and receive a full refund, including original delivery costs. This applies even to personalized items if they are faulty or not as described.

Between 30 Days and 6 Months:

You are entitled to a repair or replacement. If a repair or replacement is not possible or fails, you can claim a full or partial refund. Within the first 6 months, we must prove the item wasn't faulty when delivered.

After 6 Months (up to 6 years):

You may still be entitled to a repair, replacement, or refund, but you will need to prove the fault existed at the time of delivery.

Please report any faults, damage, or errors within 48 hours of delivery by contacting hello@keepitwhat.com with photos of the issue. We will arrange collection or provide a prepaid returns label at no cost to you.

How to Return an Item

1

Contact Us

Email us at hello@keepitwhat.com with your order number and reason for return.

2

Get Authorization

We'll provide you with a return authorization number and instructions within 24 hours.

3

Pack Securely

Pack your item(s) in the original packaging if possible. Include the return authorization number.

4

Ship It Back

Send the item to the address provided. We recommend using tracked delivery for your protection.

Refund Process & Timescales

Return Shipping Costs

Faulty, damaged, or incorrect items: We will provide a prepaid return label or arrange collection at no cost to you.

Change of mind (14-day cooling-off period): You are responsible for the cost of returning the item. We recommend using a tracked delivery service.

Refund Timescale (Legal Requirement)

Under the Consumer Contracts Regulations 2013, we must process your refund within 14 days of:

  • The day we receive the returned goods back from you, OR
  • The day you provide evidence that you have sent the goods back (e.g., proof of postage)

Whichever is earlier.

Refund Method

Refunds will be issued to your original payment method unless you have expressly agreed otherwise. Please allow 5-10 business days for the refund to appear in your account after we process it.

What's Included in Your Refund

For faulty/incorrect items: Full refund including original delivery costs and return costs.

For change of mind: Full product price. We may deduct the cost of standard delivery if you selected a premium delivery option. Return shipping costs are not refunded.

Deductions from Refunds

We may reduce your refund to reflect any reduction in the value of the goods if the reduction was caused by you handling the goods in a way that would not be permitted in a shop (beyond what's necessary to establish the nature, characteristics, and functioning of the goods).

Exchanges

If you'd prefer an exchange instead of a refund, we're happy to help:

  • •Contact us with your order number and desired exchange
  • •We'll arrange the exchange and provide instructions
  • •No additional shipping charges for faulty items

Your Statutory Rights

Nothing in this returns policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

For more information about your consumer rights, visit Citizens Advice or contact the Citizens Advice consumer helpline on 0808 223 1133.

Questions about returns? Contact us at hello@keepitwhat.com