Thirty days, and the recipient does it without you.
The law gives fourteen days to the person who paid. That is the wrong length and the wrong person for a present, so a gift here gets thirty days and the recipient can use them on their own.
What the law requires, and what happens here.
| The law | Here | |
|---|---|---|
| Days to change your mind | 14 | 30 |
| Who can exercise it | The buyer | The buyer or the recipient |
| Does the buyer find out | Necessarily | No, if the recipient does it |
| Refund to | The original payment method | Credit to whoever returns it |
| Return postage | Usually the customer’s | Ours, on anything gifted |
| Perishables | Excluded by law | Excluded, but replaced if they arrive poor |
| Personalised goods | Excluded by law | Excluded, and we say so before you order |
How a recipient returns something.
They open the link in their gift email
No account required, no sign-in, no password to reset.
They say what and why
The why is optional and about half of them skip it.
A prepaid label arrives
Ours. Nobody pays postage to return a present they did not ask for.
It reaches us and the credit lands
Within two working days of arrival, to their account rather than to yours.
And nobody tells you
Ever. That is the entire design of this page.
What can and cannot come back.
| Thing | Returnable | Notes |
|---|---|---|
| A hamper, unopened | Yes, thirty days | Prepaid label |
| A hamper, opened | The unopened items | We do not restock food that has been opened, and neither should anybody |
| Anything chilled | No, by law | Replaced without argument if it arrives poor |
| A patch, before drilling | Yes, in full | After drilling the cost has been incurred |
| A patch, after drilling | No | It is in the ground. This is stated before purchase |
| A cask, before filling | Yes, in full | After filling it is spirit in a bonded warehouse |
| A gift card, unspent | Yes, fourteen days, to the buyer | Part-spent, no |
| A membership | Yes, pro rata, any time | It is a subscription and it should behave like one |
| A scholarship share | Fourteen days, before it is allocated | After allocation it has bought somebody a bus pass |
Why we pay the return postage.
Charging somebody to return a present they did not ask for is a small, mean thing that saves about four pounds and costs considerably more than four pounds of goodwill.
It is also, in practice, a way of making returns not happen — which looks like a lower return rate on a dashboard and is actually a cupboard full of things people did not want and a quiet decision never to buy from you again.
So the label is prepaid on anything gifted. On an ordinary purchase returned under the fourteen-day right, the law lets us charge and we do not do that either, except on anything over ten kilos where the courier cost stops being trivial.
Something arrived broken? Do not post it back.
Photograph it, tell us within fourteen days, and we replace or refund it. We are not going to ask anybody to send a broken jar across the country to prove it was broken, and a business that does is telling you what it thinks of you.
Returns, questioned.
No. Not in an email, not in an account, not in a total. This is the single most asked question on this page and the answer has never changed.
Credit, to whoever returns it. Money back to the original card only if the buyer returns it themselves within fourteen days, which is what the law provides for.
Pro rata, at any point, on the unused months. It is a subscription and it should behave like one.
Fourteen days, before it is allocated. After that it has been spent on a ticket or a bus pass and there is nothing to return.
And the things that cannot travel at all.
Four refusals, three of which are somebody else’s law.
