Refund policy

At GiftedPouch, customer satisfaction is our priority. We want you to shop with confidence. This Refund & Returns Policy explains your rights and our procedures regarding returns, refunds, exchanges, and cancellations.

30-Day Money-Back Guarantee

We proudly offer a 30-Day Money-Back Guarantee on eligible purchases.

You may request a return within 30 days of receiving your order, subject to the conditions outlined in this policy.

Eligibility for Returns

To qualify for a return and refund:

  • The item must be returned within 30 days of delivery.
  • The item must be unused and in substantially the same condition as received.
  • The item should be returned in its original packaging whenever possible.
  • You must provide proof of purchase, such as your order number or confirmation email.

We reserve the right to refuse returns that do not meet these requirements.

Items That Cannot Be Returned

For hygiene, safety, or practical reasons, the following items are generally non-returnable unless faulty or required by law:

  • Used pet products.
  • Opened consumable pet products.
  • Perishable goods.
  • Gift cards.
  • Custom-made or personalised products.
  • Products damaged through misuse or normal wear and tear.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

Please include:

  • Your order number.
  • A description of the issue.
  • Clear photographs showing the problem.

Once reviewed, we may offer one of the following remedies:

  • A replacement product.
  • A partial refund.
  • A full refund.
  • An alternative resolution where appropriate.

Change of Mind Returns

If you simply change your mind about a purchase, you may return eligible items under our 30-Day Money-Back Guarantee.

Customers are generally responsible for return shipping costs unless:

  • The item is faulty.
  • The item arrived damaged.
  • We sent the wrong product.
  • Applicable consumer protection laws require otherwise.

How to Request a Return

To start a return, please contact our customer support team:

Email: Connect@Giftedpouch.com
Phone: +44 7428 934790

Please do not return products without first contacting us for instructions.

Returns sent without prior approval may experience delays in processing.

Refund Processing

Once your returned item is received and inspected, we will notify you regarding the status of your refund.

If approved:

  • Your refund will be issued to the original payment method used for the purchase.
  • Refund processing times typically range from 5–10 business days.
  • Your bank or payment provider may require additional time to post the refund.

Late or Missing Refunds

If you have not yet received your refund:

  1. Check your bank account again.
  2. Contact your credit card provider.
  3. Contact your bank as processing times may vary.

If you have completed these steps and still have not received your refund, please contact us at Connect@Giftedpouch.com.

Order Cancellations

Orders may be cancelled before they have been processed or dispatched.

If your order has already been shipped, cancellation may not be possible and the standard return process will apply.

Lost or Missing Deliveries

If your order appears lost during transit, please contact us as soon as possible.

We will work with the shipping carrier to investigate and determine an appropriate resolution.

Investigation periods may vary depending on the carrier and destination country.

Chargebacks

We encourage customers to contact us directly before initiating a chargeback through their bank or card provider.

Many issues can be resolved quickly through our customer support team.

UK Consumer Rights

Nothing in this policy limits or excludes your statutory rights under UK consumer protection legislation, including:

  • Consumer Rights Act 2015
  • Consumer Contracts Regulations 2013
  • Consumer Protection from Unfair Trading Regulations 2008

Where applicable, your statutory rights will take precedence over this policy.

Business Information

GHAWI LTD (Trading as GiftedPouch)
Company Number: 14789845
Registered Office Address:
7 Coronation Road, London, England, NW10 7PQ

Contact Us

If you have any questions regarding returns or refunds, please contact us:

Email: Connect@Giftedpouch.com
Phone: +44 7428 934790
Website: giftedpouch.com