Refund policy

At Giftagoods we make premium, often made-to-order pieces, so please read this carefully — your rights differ depending on whether an item is a standard stock product or a personalised/bespoke commission.

Standard (non-personalised) products If you are buying as a consumer, you have the right to cancel and return a standard, non-personalised item within 14 days of receiving it, for any reason. To be eligible, the item must be unused, undamaged and returned in its original packaging. You arrange and cover the cost of return shipping unless the item is faulty or not as described. Once we receive and inspect the return, we will refund you within 14 days.

Personalised, customised & bespoke items Items that are personalised, branded with your logo, customised to your specification, or produced to order are made specifically for you and cannot be returned or refunded once production has begun — this is permitted under EU consumer law for custom-made goods. The exception is items that arrive faulty or are not as described, which are always covered (see below).

Faulty, defective or damaged items If something arrives faulty, defective or damaged in transit, contact us within 48 hours of delivery at support@giftagoods.com with your order number and photographs. We will arrange a repair, replacement or refund as appropriate, at no cost to you.

Business (B2B) orders Orders placed by businesses, and all quoted/commissioned work, are governed by the agreed quotation and order confirmation rather than the consumer return rights above.

Your statutory rights Nothing in this policy affects your statutory rights under Maltese and EU consumer law.

How to start a return: email support@giftagoods.com with your order number and reason.