Refund policy
1. Return and refund policy
Returns & Refunds
We want every Proper Present to arrive exactly as it should. If something isn’t right, please contact us at hello@properpresents.com and we’ll sort it.
Damaged, faulty or incorrect items
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible, ideally within 48 hours of delivery. Please include your order number and photographs where relevant.
Where appropriate, we will arrange a replacement, refund or other suitable solution.
Business and corporate orders
Most Proper Presents orders are purchased by businesses and are prepared specifically for a particular order, quantity, delivery date or recipient group.
Business customers do not have the statutory 14-day cancellation right that applies to consumers. Once we have accepted an order and committed to stock, packaging, personalisation or production, cancellation will not be possible.
If you need to change or cancel a business order, contact us as soon as possible. We will always try to help, but we cannot guarantee cancellation.
Personalised and bespoke products
Products made to your specifications or clearly personalised cannot normally be returned simply because you change your mind.
This includes products featuring company branding, names, personalised messages, bespoke artwork or other custom specifications.
Your statutory rights are unaffected if an item is faulty, damaged or not as described.
Consumer orders
If you are buying from us as an individual rather than on behalf of a business, you may have the right to cancel an eligible online purchase within 14 days of receiving it.
You then have a further 14 days to return eligible goods.
Some products are excluded from this right, including certain personalised products, products made to your specifications, goods that deteriorate or expire rapidly, and certain sealed products once opened.
To request a return, contact hello@properpresents.com before sending anything back.
Unless an item is faulty or incorrect, return postage is your responsibility.
Approved refunds will normally be made to your original payment method within 14 days of us receiving the returned goods.
Nothing in this policy affects your statutory rights.
This reflects the UK rules requiring eligible online consumer customers to be given a 14-day cancellation period, while recognising exceptions such as personalised products.