Refund policy

Returns & Refunds Policy (UK‑Compliant)

Ginger House Designs

At Ginger House Designs, every item is crafted with care. Many of our products are personalised or created especially for you, while others are standard non-personalised items. This policy explains our returns, cancellations and refunds process and your rights under UK consumer law.


Non‑Personalised & Non‑Custom Items

For standard items that are not personalised or custom‑made, you have the right to cancel your order within 14 days of receiving it.

Eligibility for Return

  • Items should be returned in their original condition where possible. You may handle the item only as reasonably necessary to establish its nature, characteristics and functioning. If the item has been handled beyond what is reasonably necessary and its value has been reduced, we may make an appropriate deduction from the refund, where permitted by law.

  • You must notify us of your intention to return within 14 days of delivery.

  • Items must be returned within 14 days of notifying us.

Refunds

For eligible returns, we will issue your refund within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier. Refunds will be made using the same payment method used for the original purchase, unless otherwise agreed.

For eligible change-of-mind cancellations, we will also refund the original basic delivery charge, up to the cost of the least expensive standard delivery option we offered. Any additional amount paid for an upgraded or express delivery service is not refundable.


Personalised & Custom-Made Items

 

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, goods that are made to the consumer’s specifications or are clearly personalised are not covered by the usual 14-day change-of-mind cancellation right. This does not affect your statutory rights if an item is faulty, damaged, incorrect or not as described.

This includes:

  • Items personalised with names, initials, dates, messages or other custom text
  • Photo gifts created using photographs supplied by you
  • Bespoke designs or artwork created specifically to your instructions
  • Items made to your individual specifications or clearly personalised for you

If Your Personalised Item Is Faulty, Damaged, Incorrect or Not as Described

If your personalised item is faulty, damaged, incorrect or not as described, please contact us as soon as possible so we can put things right. We recommend contacting us within 48 hours where possible, particularly for damage in transit, as this helps us investigate quickly. This does not affect your statutory rights.

  • Your order number

  • A description of the issue

  • Clear photos showing the fault or error

We will assess the issue and provide an appropriate remedy in accordance with your statutory rights, which may include a repair, replacement or refund depending on the circumstances.


Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, incorrect or not as described, please contact us as soon as possible so we can put things right.

We recommend contacting us within 48 hours of delivery where possible, particularly for items damaged in transit, as this helps us investigate the issue quickly. However, this does not affect your statutory rights.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If goods are faulty, not as described or do not meet the requirements of the Consumer Rights Act 2015, you may have a short-term right to reject them and receive a refund within 30 days of receiving the goods. After this period, you may have rights to a repair or replacement and, in certain circumstances, a price reduction or final right to reject the goods. The remedy available will depend on the circumstances and your statutory rights.

We may ask for photographs of the item and packaging to help us assess damage or errors. Nothing in this policy limits your statutory rights.


Return Postage Costs

  • Faulty, damaged, incorrect or not-as-described items: Where a return is required because the goods are faulty, damaged, incorrect or not as described, Ginger House Designs will cover the reasonable cost of returning the item. We may provide a prepaid return method or reimburse reasonable return postage costs, as appropriate.

  • Change‑of‑mind returns (non‑personalised items only): You are responsible for return postage.

For change-of-mind returns where you are responsible for the return postage, we recommend obtaining proof of postage and using a tracked service where appropriate. You are responsible for the goods until they are returned to us, subject to your statutory rights.


Items Not Eligible for Return

  • Goods made to your specifications or clearly personalised are not eligible for change-of-mind cancellation or return. This does not affect your statutory rights if the goods are faulty, damaged, incorrect or not as described.

  • Digital content: Where you have expressly agreed to the digital content being supplied during the 14-day cancellation period and acknowledged that you will lose your right to cancel once supply begins, the usual change-of-mind cancellation right will no longer apply once the supply has begun. This does not affect your rights if the digital content is faulty or not as described.

  • For change-of-mind returns, items that have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning may be subject to an appropriate deduction from the refund to reflect any reduction in value, where permitted by law.

  • Change-of-mind returns of non-personalised items where the cancellation or return deadlines have not been met, unless you have additional rights under consumer law.


Order Cancellations

Non‑personalised items:

For eligible non-personalised goods purchased online, you may cancel your order at any time after the contract is entered into and up to 14 days after you, or a person nominated by you, receives the goods.

Personalised or custom‑made items:

For goods made to your specifications or clearly personalised, the usual 14-day change-of-mind cancellation right does not apply. If you contact us before production has begun, we may be able to cancel your order, so please get in touch as soon as possible. Once production has begun, we may be unable to accept a cancellation. This does not affect your statutory rights if the item supplied is faulty, incorrect or not as described.


How to Start a Return

To request a return or report an issue, please contact us at

zoe@gingerhousedesigns.co.uk

Include:

  • Your name

  • Order number

  • Reason for return

  • Photos (if applicable)

We’ll guide you through the next steps. Please contact us before returning an item. We will provide the appropriate return instructions and return address. Please do not send returns to us without first contacting us.