Returns and Refunds

Returns

In the unlikely event that you receive a faulty item or if something is damaged in transit, then get in touch with us (returns@mygiftgenie.com) as we have a no quibble returns policy. You have 14 days from receipt of your product to notify MyGiftGenie if you want to return the item (this only applies to cancellable goods – there is a guide below to help you see what’s cancellable and what isn’t). The returns period will expire 14 days from the day on which you receive the goods you have ordered.

Cancellation of Order

You have 14 days from purchase of the item to cancel the contract for your order with the Seller. In this case we will issue you with a refund however, if you have already received the order, or it has already been dispatched, then you will need to return the entire order at your own cost if you have already received them. Please obtain the necessary insurance & proof of posting when you return items to the Seller as neither MyGiftGenie nor the Seller will be held responsible for returns damaged or lost in transit. In all cases, the goods must be in their original condition and will be inspected on their return. If the goods are found to have been used or are damaged in any way, the Seller reserves the right to withhold the refund. If the Seller does not receive the cancelled order back, we may arrange to have them collected at your cost.

How to cancel your order, or return or exchange a product

How

Contact MyGiftGenie to let us know that you wish to cancel your order, return or exchange a product. You can do this by sending an email to returns@mygiftgenie.com with your name and order number specified in the subject line, we will then confirm the actions that you need to take.

Returns

If already received, package the item up and send it back to the returns address of the supplier within 14 days of letting MyGiftGenie know that you want to return your order. Please note that you will have to bear the direct cost of returning the product and that the item(s) remain your responsibility until they are returned to the Supplier, so try and repack them as carefully as you can. Make sure you get a Proof of Postage Certificate in case your parcel gets lost in transit.

Defect or Damage

Where a claim of defect or damage is made please return the products to the Supplier. You shall be entitled to a refund of any reasonable return postage charges. Please note that neither MyGiftGenie nor the Supplier shall not be liable for any goods that have been damaged due to misuse or are returned without their original packing.

Refunds

As the supplier’s agent, MyGiftGenie will process the refund directly to your payment card, in no more than:
a. 14 days after the day the product is received by the Supplier; or
b. if earlier, 14 days after the date you provide evidence that you have returned the product to the Supplier; or
c. if there were no goods supplied, 14 days after the day on which you informed the Supplier or MyGiftGenie about your decision to cancel your order.

Unfortunately, we don’t offer exchanges, however we aim to process refunds within 3-5 working days.

All Suppliers comply with our returns policy, giving you peace of mind when ordering. If you have any further questions, please contact MyGiftGenie directly.

Non-Cancellable or Refundable Goods (What you can’t send back)

Unfortunately, some items are non-cancellable and non-refundable:

  • Anything that’s made to your specific requirements (ie: outside of standard customisation options offered by the seller to all customers), is personalised or otherwise can't be resold due to a bespoke element.
  • Perishable products (like food or flowers).
  • Creative pieces that are specially commissioned when you place an order, like art, sculpture and ceramics.
  • Personal items sold with a hygiene seal (like cosmetics or underwear) where the seal is broken.
  • Earrings.

To avoid disappointment, please check whether an item is cancellable or non-cancellable before ordering.