Refund policy

Returns & Refund Policy

At Gift Sanctuary, we are committed to ensuring you receive high-quality products. We make every effort to check items before dispatch; however, our suppliers conduct most of the quality control. Due to the nature of the handcrafted and artisan products we sell, some items may occasionally become damaged or faulty in transit.

If an item is delivered damaged or faulty, Gift Sanctuary will make every effort to resolve the matter quickly and in accordance with the terms outlined below.

Please note: Gift Sanctuary does not offer monetary or non-monetary compensation for loss of potential use due to damaged, faulty, missing, or incorrect items, or delays in delivery. Due to health and safety reasons, we do not accept returns of earrings unless they are unopened, in original packaging, and have never been used.

1. Items Damaged or Faulty on Receipt

Please inform us of any damages, missing items, or faulty items within 3 business days from receipt of your order.

To report an issue:

• Contact us at info@giftsanctuary.co.uk 
• Quote your order reference number and item code
• In most cases, we will request a photograph of the damaged item (including the item code and order number)

We will issue a refund or store credit for the value of the damaged item(s). On occasion, we may request the item(s) be returned to us, in which case we will provide return instructions.

2. Items Missing from Order

If an item is missing from your order, please contact us at info@giftsanctuary.co.uk within 3 business days from the delivery date, stating your order number and item code.

We will issue a refund or store credit for the value of the missing item(s).

3. Items Sent in Error by Gift Sanctuary

If you have received items you did not order, please inform us as soon as possible. We will arrange collection or provide a prepaid return label. If you were charged for items sent in error, we will process a full refund.

4. Items Ordered in Error by the Customer

If you have ordered incorrect item(s) or too many items, please contact us within 3 working days of the delivery date at info@giftsanctuary.co.uk.

Please quote your order number, item code, and quantity of items you wish to return. We will provide return instructions. Please note:

• Return postage costs are the responsibility of the customer for items ordered in error
• Original delivery costs will be deducted from any refund issued
• Items must be returned in original, unused condition with all packaging intact

5. Change of Mind / Unwanted Items

Under UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods without giving any reason.

To exercise your right to cancel:

• Contact us at info@giftsanctuary.co.uk within 14 days of receipt
• Return items in original, unused condition with all packaging intact within 14 days of notifying us
• Return postage costs are your responsibility

We will refund the price of the goods (excluding original delivery charges) within 14 days of receiving the returned items.

Contact Us

For all returns and refund queries, please email: info@giftsanctuary.co.uk