1. Overview

We want to resolve problems fairly and promptly. This policy explains how returns, cancellations and refunds are handled. It should be read with our Terms & Conditions.

Nothing in this policy limits a consumer's statutory rights where goods are faulty, not as described or otherwise do not conform to the contract.

2. Personalised and custom-made products

Most products we supply are printed, embroidered, engraved, manufactured or otherwise made to a customer's specification. A consumer's statutory change-of-mind cancellation right does not normally apply to goods that are made to specification or clearly personalised.

This exception does not remove rights where a personalised product is faulty, misdescribed, incorrectly produced or otherwise does not conform to the contract.

3. Non-personalised consumer orders

For an eligible distance sale of non-personalised goods, a consumer normally has 14 days after delivery to tell us that they wish to cancel, followed by 14 days to return the goods.

Subject to the law, we will refund the price and the cost of standard outbound delivery within 14 days after receiving the returned goods or acceptable evidence that they were sent back. We may make a lawful deduction where handling went beyond what would be permitted in a shop and reduced the value.

The customer normally pays the return cost unless the goods are faulty, incorrect, or we agreed otherwise.

4. Business customers

Business-to-business orders do not have a general statutory change-of-mind right. A return or cancellation requires our written agreement unless the goods do not conform to the contract.

For agreed cancellations, we may deduct or charge reasonable costs already incurred, including bought-in stock, artwork, setup, production, supplier cancellation, carriage and administration.

5. Faulty, incorrect or damaged goods

Check the delivery promptly. Contact us as soon as reasonably possible with the order number, a description of the issue and, where helpful, photographs of the goods, packaging and delivery label.

Do not dispose of goods or packaging before we have had a reasonable opportunity to investigate. Depending on the circumstances and applicable law, the remedy may be repair, re-performance, replacement, price reduction or refund.

6. How to request a return or refund

Email sales@adgiftdiscounts.com or call 01246 269923. Please provide:

• your name and company;
• order or invoice number;
• product and quantity affected;
• the reason for the request; and
• photographs or other evidence where relevant.

Wait for return instructions before sending goods. This helps ensure that the parcel reaches the correct location and is identified promptly.

7. Refund method and timing

Approved refunds will normally be made using the original payment method unless another lawful method is agreed. Bank processing time is outside our control after a refund has been issued.

8. Contact

Adgiftdiscounts Limited, Adgift House, 11 Stone Lane, New Whittington, Chesterfield, Derbyshire, S43 2DG. Email sales@adgiftdiscounts.com. Telephone 01246 269923.