Refund policy
Personalised Products
All custom-made, bespoke, and personalised products are final sale. Under UK consumer law, the 14-day cancellation period does not apply to items made to your specific requirements or clearly personalised.
We cannot accept returns or exchanges for:
Incorrect spelling, dates, or text provided by the customer
Change of mind after production has started
Exceptions: If your item arrives damaged, defective, or materially different from what you ordered, please contact us within 14 days of delivery by emailing us at hello@maisiemoogifts.co.uk with photographic evidence so we can arrange a replacement or refund.
Non Personalised Products
You have the legal right to cancel your order for non-personalised items within 14 days of receiving your goods without giving a reason.How to return your item:
- Notify us: Contact us within 14 days of delivery to inform us of your decision to return.
- Send it back: You then have a further 14 days from your notification date to safely return the items to us.
- Condition: Items must be returned unused, undamaged, and in their original packaging. We reserve the right to deduct a fee if the value of the goods has been diminished through handling beyond what is necessary.
- Refunds: We will issue your refund (including standard outbound delivery charges) within 10 days of receiving the returned goods or proof of postage.
To start a return, you can contact us at hello@maisiemoogifts.co.uk. Please note that returns will need to be sent to the following address: Unit 1 Sansaw Business Park, Hadnall, Shrewsbury, Shropshire, SY4 4AS
You can always contact us for any return question at hello@maisiemoogifts.co.uk