Returns & Refunds Policy

Last updated: 31 October 2026

At Truly Gifted, we take pride in creating beautifully engraved gifts and want you to be happy with your purchase.

This policy explains your rights when returning standard products, cancelling personalised orders or reporting damaged or faulty goods.

Standard Products — 14-Day Returns

For non-personalised products, including our standard engraved slate coaster sets and gift coasters, you have the right to cancel your online purchase within 14 days of receiving your order, without giving a reason.

To exercise this right, please email cjmretail@yahoo.com within the cancellation period, clearly stating that you wish to cancel your order.

You then have a further 14 days to return the products.

You may inspect the products as you would in a shop. Please package them carefully to prevent damage during return shipping. We may make a reasonable deduction from your refund if handling beyond what is necessary to inspect the products has reduced their value.

For change-of-mind returns, customers are responsible for return postage costs.

Personalised and Custom-Made Products

Products made to your individual specifications or clearly personalised, such as a dog coaster engraved with your chosen name, are generally exempt from the statutory 14-day change-of-mind cancellation right.

Please check all personalisation details carefully before submitting your order.

This exemption does not affect your rights if an item is faulty, damaged, incorrectly personalised due to our error or not as described.

Standard products featuring fixed designs, even where engraved after ordering, are not treated as personalised simply because they are made to order.

Damaged, Faulty or Incorrect Items

We carefully inspect and package our products before dispatch.

If your order arrives damaged, faulty, incorrect or not as described, please contact us at cjmretail@yahoo.com as soon as reasonably possible.

Please include your order number, a description of the issue and photographs where available.

We will assess the issue and arrange an appropriate remedy in accordance with your statutory consumer rights, which may include a replacement, repair or refund.

Where goods are faulty or incorrectly supplied, we will cover reasonable return postage costs where a return is necessary.

Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy.

Natural Slate Characteristics

Our slate coasters are made from natural stone. Slight variations in texture, shape, thickness and rustic edges are normal characteristics of the material.

These natural variations do not automatically indicate a defect. However, this does not affect your rights where goods are faulty or do not match their description.

Refunds

For eligible change-of-mind cancellations, we will refund the price paid for the returned products, including any applicable standard outbound delivery charge.

Refunds will be issued to your original payment method within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.

Your payment provider may take additional time to make the funds available.

For faulty goods, refunds and other remedies will be handled in accordance with applicable consumer law.

How to Return an Item

Please contact:

Email: cjmretail@yahoo.com

Business: Truly Gifted

Returns address: Truly Gifted – Returns Department
19 The Promenade
Scratby
Great Yarmouth
Norfolk
NR29 3PA
United Kingdom

Please include your order number when contacting us.

Model Cancellation Form

You may use the following form to cancel an eligible order, although you are not required to use it. Any clear statement of your decision to cancel is sufficient.

To: Truly Gifted

Postal address: Truly Gifted – Returns Department
19 The Promenade
Scratby
Great Yarmouth
Norfolk
NR29 3PA
United Kingdom

Email: cjmretail@yahoo.com

I hereby give notice that I cancel my contract of sale for the following goods:

Product(s):

Order number:

Ordered on / received on:

Customer name:

Customer address:

Date:

Signature: (only if submitting this form on paper)

Contact Us

For questions about returns, cancellations or refunds, please email cjmretail@yahoo.com.

Nothing in this policy limits or excludes your statutory consumer rights.