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 handmade, personalised, or made to order, so this policy explains your rights clearly and in line with 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 must be unused and in their original condition.

  • 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

Once your return is received and inspected, a refund will be issued to your original payment method within 14 days. We refund the original delivery cost (standard rate only). Return postage is the customer’s responsibility unless the item is faulty.


Personalised, Custom‑Made & Handmade‑to‑Order Items

Under the Consumer Contracts Regulations 2013, personalised or custom‑made items cannot be returned or refunded unless they are faulty, damaged, or not as described.

This includes:

  • Items featuring names, initials, dates, or custom text

  • Photo gifts

  • Bespoke artwork or custom colour choices

  • Any product created specifically for you

If your personalised item arrives faulty or incorrect

We will replace or refund the item in full. Please contact us within 48 hours of delivery with:

  • Your order number

  • A description of the issue

  • Clear photos showing the fault or error

We will resolve the issue promptly.


Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, or not as described, you are entitled to a repair, replacement, or refund under the Consumer Rights Act 2015.

Please contact us within 48 hours of delivery so we can put things right. Photos may be requested to help assess the issue.


Return Postage Costs

  • Faulty, damaged or incorrect items: We cover return postage.

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

We recommend using a tracked service, as we cannot refund items lost in transit.


Items Not Eligible for Return

  • Personalised or custom‑made items (unless faulty)

  • Digital downloads

  • Items returned used, damaged, or not in original condition

  • Items returned outside the stated time frames


Order Cancellations

Non‑personalised items:

You may cancel before dispatch or within 14 days of receiving the item.

Personalised or custom‑made items:

Once production has begun, cancellations are not possible, as the item is being created specifically for you.


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.