Returns Policy

Who this covers

The company is PRESENCE CARD AND GIFT SHOP LTD, number 14109485, of 75 Aston Road, Shifnal, England TF11 8DU. Email [email protected]. Telephone +441952463804.

If you are a consumer in the United Kingdom and you bought at a distance, you may have a 14-day cooling-off right to cancel most goods. The 14 days usually run from the day after you receive the goods. Some items are outside that right. A common example is goods made to your specification or clearly personalised, and sealed goods that cannot be returned for health or hygiene reasons once the seal is broken. Our standard cards are blank inside. A card or mug is personalised only if we expressly make it to details you supplied.

Faulty, damaged or incorrect goods

Separate from cooling-off, goods must match their description and be of satisfactory quality. If a card or mug arrives damaged, is not what you ordered, or has a fault, contact us as soon as you reasonably can. You do not have to wait until day 14, and you should not have to pay to put right our mistake.

Email [email protected] or call +441952463804 with:

• the order reference;
• the product name and what is wrong;
• photographs of the item and the packaging, if you can take them.

We will tell you whether to keep the goods for inspection, return them, or receive a replacement or refund. Keep packaging until we reply.

How to start a change-of-mind return

Contact us before you post anything. Use [email protected] or the contact form and include the order reference, the item and the reason. We will confirm whether the cooling-off right applies and where the parcel should go. Do not use an address you have seen elsewhere. A return address is valid only when we confirm it for your case.

Returned goods should be in a condition that lets us resell them. That means unused, with the original packaging where you still have it, and with any enclosure or care note that came with the mug. You may examine cards and mugs as you would in a shop. Use beyond that can reduce the refund if the law allows a deduction.

Who pays return postage

• If the goods are faulty, damaged in transit or not what you ordered, we cover the reasonable cost of return once we have agreed the method.
• If you cancel under the cooling-off right because you changed your mind, you pay the direct cost of sending the goods back, unless we have said we will collect them.
• Outbound UK delivery was free. Cancelling the whole order does not create a delivery charge to deduct, unless a legal exception applies and we explain it.

Refunds and exchanges

When the goods are back, or when you have supplied evidence we asked for, we check them and write to you with the outcome. An approved refund goes to the same payment method used for the order, unless we agree another method with you. The time for the money to appear depends on the bank or payment provider. We do not operate an automatic exchange programme. If you want a different card or mug, return the first item where the law allows and place a new order request.

What this page does not change

A confirmation for one order may mention a detail of that order. It does not remove statutory rights. If you are unsure whether cooling-off applies, write to us with the order reference and we will say which route is available before you send the goods.

Questions go to PRESENCE CARD AND GIFT SHOP LTD at [email protected], +441952463804, or the contact form.