Customer terms

1. About these terms

These terms apply when you buy or reserve a gift through sendgifts.uk. They explain how orders, delivery, cancellations and refunds work. Nothing in these terms limits rights that cannot legally be excluded under UK consumer law.

2. Products and fulfilment

We display the principal product description, price, supplier and delivery coverage before checkout. Product photography is illustrative. Flowers and other natural products may vary reasonably by season and availability while retaining the overall character and value of the selected gift.

Some products are fulfilled by approved third-party suppliers. Your contract remains with the trader identified in your order confirmation unless we clearly tell you otherwise before purchase.

3. Ordering and payment

An order is accepted when we send an order confirmation. We may decline or cancel an order before dispatch if a product is unavailable, delivery information is incomplete, payment cannot be authorised or the order appears fraudulent. If we cancel after taking payment, we will refund it.

Where a gift is offered for advance reservation at £0, no payment is taken when it is reserved. We will tell you when payment is due and will not dispatch until any required payment has been authorised.

4. Delivery

Delivery dates are estimates unless expressly guaranteed. You must provide a complete recipient name, address, postcode and access information. We are not responsible for delay caused by incorrect details, unsafe access or circumstances beyond reasonable control, but we will work with you and the supplier to find a reasonable solution.

5. Changes before dispatch

Contact us as soon as possible to change or cancel an order. If fulfilment has not started, we will normally cancel and refund it in full. Personalised, made-to-order and perishable products may become non-cancellable once preparation has begun.

6. Fourteen-day cancellation right

For eligible goods bought online, you may cancel without giving a reason by telling us within 14 days after the day you receive the goods. You then have a further 14 days to return them. We will refund eligible payments, including the standard outbound delivery charge, within 14 days after receiving the returned goods or acceptable evidence that they were sent back. We may reduce a refund where handling went beyond what would reasonably be allowed in a shop and reduced the item’s value.

You are responsible for the direct cost of returning eligible unwanted goods unless we agree otherwise or the goods are faulty, damaged or not as described.

Exceptions

The statutory change-of-mind cancellation right does not normally apply to:

• flowers, fresh food and other goods liable to deteriorate or expire rapidly;
• goods made to your specifications or clearly personalised, including personalised cards, messages printed into a product and custom clothing;
• sealed hygiene-sensitive goods once unsealed; or
• date-specific leisure services where the law excludes the cancellation right.

These exceptions do not remove your rights where an item is faulty, damaged, not as described or otherwise fails to meet legal requirements.

7. Faulty, damaged or incorrect gifts

Please contact us promptly with the order reference and, where reasonably possible, photographs showing the problem. For perishable gifts, reporting within 48 hours helps us investigate while the condition can still be assessed. This request does not shorten your statutory rights.

Where a product is faulty, damaged, incorrect or not as described, we will provide an appropriate remedy such as replacement, redelivery, price reduction or refund. We will cover reasonable return costs where a return is required.

8. Refund method

Refunds are made to the original payment method unless you expressly agree otherwise. Bank processing times are outside our control once a refund has been issued.

9. Gift cards and digital gifts

Any gift-card value, validity period, redemption route and restrictions will be shown on the product page and in the order confirmation. Statutory rights remain unaffected.

10. Promotional offers

Offers may have eligibility, expiry, minimum-spend and product exclusions. The 10% welcome offer will not become active until its final promotional terms are displayed. Unless stated otherwise, codes cannot be exchanged for cash or combined with another offer.

11. Liability

We do not exclude liability where it would be unlawful, including liability for death or personal injury caused by negligence, fraud, or breach of mandatory consumer rights. We are not responsible for business losses arising from a consumer order.

12. Privacy

We use personal information to administer accounts, process orders, arrange delivery, prevent fraud and send communications you requested. A separate privacy notice must be published before launch.

13. Contact and complaints

Email [email protected] with your order reference and the outcome you would like. We aim to acknowledge complaints promptly and resolve them fairly.

14. Governing law

These terms are governed by the law of England and Wales. If you live elsewhere in the UK, you retain any mandatory protections and may bring proceedings in the courts available to you under applicable law.