Returns, Refunds & Cancellation

1. Overview

At Rosie Gifts, we want you to be delighted with every order. Because all of our products are custom-made to your design, our policy differs from standard retail returns. Please read this policy carefully so you know what to expect.

2. Custom and Personalised Products

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, personalised or custom-made goods are exempt from the standard 14-day cancellation right. Because every Rosie Gifts product is uniquely created using your photo and chosen design, we are unable to accept returns simply because you have changed your mind. This does not affect your statutory rights if the product is faulty or not as described.

3. Defective or Damaged Items

If your product arrives damaged, defective, or materially different from what was shown in your order confirmation, we will offer a full refund or a free replacement — your choice. This includes:

• Items damaged during shipping (cracked mugs, torn packaging affecting the product)
• Significant print defects (smudging, fading, misalignment, or missing print)
• Wrong item received (different product type, size, or design from your order)

To help us resolve your issue quickly, please include clear photographs of the defect or damage when you contact us.

4. Wrong Item Received

If you receive an item that does not match your order — whether it is the wrong product, wrong size, or features the wrong design — please contact us immediately. We will arrange a replacement at no additional cost. You do not need to return the incorrect item unless we specifically request it.

5. Print Quality Concerns

We use professional-grade printing equipment and quality checks. However, please note:

• Colours may appear slightly different on the printed product compared to your screen, due to the difference between digital displays and physical printing
• The AI illustration is a creative interpretation of your photo — it is not intended to be an exact photographic reproduction
• Minor variations in positioning (within a few millimetres) are a normal part of the printing process

If you believe there is a genuine print quality issue beyond these normal variations, please contact us with photographs and we will review your case.

6. How to Request a Refund

To request a refund or replacement, please email us at support@rosiegifts.com within 14 days of receiving your order. Please include:

• Your order number
• A description of the issue
• Clear photographs showing the problem
• Whether you would prefer a refund or a replacement

We aim to respond to all refund requests within 2 business days.

7. Refund Process and Timeline

Once we approve your refund, it will be processed as follows:

• Refunds are issued to the original payment method (the card or payment method used at checkout)
• Processing typically takes 5–10 business days, depending on your bank or card issuer
• You will receive an email confirmation when the refund has been initiated

If a replacement is chosen instead, we will produce and ship a new item at no cost. Replacement orders follow the same production and delivery timeline as new orders (5–12 business days).

8. Order Cancellation

Because our products are made to order, cancellation is only possible before production begins. Production typically starts within 24 hours of your order being placed.

To request a cancellation, email us at support@rosiegifts.com as soon as possible with your order number. If production has not yet started, we will cancel the order and issue a full refund.

If production has already begun, the order cannot be cancelled. In this case, you will receive the product as ordered, and our standard defect/damage policy above will apply.

9. Lost Shipments

If your order has not arrived within 20 business days of the shipping confirmation (or 30 business days for international deliveries), please contact us. We will investigate with our shipping partner and either reship the order or issue a full refund.

10. Contact Us

For any questions about returns, refunds, or cancellations, please contact us at support@rosiegifts.com. We are here to help and will do our best to resolve any issue to your satisfaction.