Refund & Return Policy

  • At The London Gift Company, we are committed to offering a smooth and satisfying shopping experience by providing products that reflect the highest standards of craftsmanship and design. Many of our items are handmade or feature a vintage/distressed finish, which may include natural imperfections such as joints, cracks, or peeling paint. These characteristics are intentional and enhance the charm and authenticity of each product. We encourage you to carefully review all product details before making a purchase.

ORDER CANCELLATION POLICY

    • Once an order has been successfully placed on our website, it is immediately transferred to our processing and fulfillment system. Accordingly, we do not accept cancellations for any orders after they have been created.

    • We request customers to carefully review all product details, quantities, customisations (if applicable), and shipping information prior to completing the purchase. This ensures accuracy and helps us maintain the efficiency and quality standards of our fulfilment process.

    • Should you require any urgent modification, you may contact our customer support team within 1 hour of placing an order for urgent changes; after 1 hour, we cannot guarantee changes. While we will make every effort to assist, please note that changes cannot be guaranteed once the order has entered processing.

    • By proceeding with a purchase on our website, you acknowledge and agree to the terms of this Order Cancellation Policy.

    RETURNS & EXCHANGES

    • We do not offer returns or exchanges or refunds for items that are delivered as per the specifications of the order placed.

    • Returns are only accepted if a different product is delivered or has been damaged in transit. In such cases, we will either replace the item or issue a full refund only if the desired product is unavailable.

    • Return requests must be raised within 24 hours of receiving the product.

    • Once your return request is approved, the item will be collected by our courier partner. Kindly ensure the product is placed in its original packaging, including all accessories and protective materials, to enable a smooth pickup and inspection.

    DAMAGED / DEFECTIVE / INCORRECT ITEMS

    • Please inspect the shipment externally upon delivery to confirm the correct items and check for any visible damage.

    • For any damage or transit-related issues, customers must provide a clear unboxing video as proof. Without video evidence, the company will not be liable for replacement or refund.

    • For claims relating to damage, missing parts, incorrect items, or transit-related issues, an uninterrupted unboxing video may be required for verification. Claims submitted without sufficient supporting evidence may not be eligible for resolution.

    • In case of damage, missing parts, or incorrect items, please email us at thelondongiftcompany@gmail.com within 24 hours of delivery. Be sure to include your order number, tracking details, and clear photos/videos showing the issue.

    • Returned products must be packed securely in their original packaging.

    REFUNDS

    • Each refund request is evaluated on a case-by-case basis to ensure a fair and prompt resolution.

    • Approved returns will be refunded via the original mode of payment.

    • Return shipping charges are the customer's responsibility unless the item was damaged in transit or delivered incorrectly.

    • Approved refunds will be initiated within 2–7 business days following verification and inspection of the returned item. The time taken for the refunded amount to reflect in the customer's account may vary depending on the payment provider.

    RETURN-TO-ORIGIN (RTO) REFUND POLICY

    If an order is returned to us due to an incorrect address, incorrect contact details, customer unavailability, refusal to accept delivery, or any other customer-related reason, the shipment will be marked as Return-to-Origin (RTO).

    Please note that, as advised by our courier partners, an RTO shipment may take approximately 10–14 business days (or longer in some cases) to be returned to our warehouse after the return process has been initiated.

    Refunds for RTO orders are not processed immediately upon receipt. Once the parcel is received back at our facility, it will undergo a thorough inspection to verify the condition, completeness, and saleability of the product.

    • Refunds will be processed only after successful inspection of the returned item.

    • Original shipping charges, return shipping (RTO) charges, payment gateway charges (where applicable), and any additional logistics costs incurred due to the failed delivery will be deducted from the refund amount.

    • If the returned product is found to be damaged, tampered with, used, missing components, or otherwise unsaleable, the refund amount may be reduced accordingly or declined.

    • Inspection and refund processing may take up to 5–7 business days after the parcel is received at our warehouse.

    • Customers are not eligible for compensation for delays occurring during the courier's return transit period.

    Additional RTO Terms

    • Any free shipping promotion applied to the original order will be revoked in the event of an RTO, and the actual shipping costs incurred may be deducted from the refund amount.
    • If a customer requests a re-shipment of an RTO order instead of a refund, the customer will be required to pay the applicable shipping charges in advance.
    • Shipping and logistics charges are non-refundable once an order has been dispatched.
    • Refund timelines begin only after the returned parcel has been successfully received and inspected by our team.

    By placing an order, customers acknowledge and agree to these RTO refund terms.

    IMPORTANT INFORMATION

    • Products purchased under promotions, discounts, or special offers are non-exchangeable.

    • Cash refunds are not provided.

    • Customers are responsible for providing complete and accurate billing, shipping, and contact information. The Company shall not be responsible for delays, failed deliveries, or additional costs arising from inaccurate information provided by the customer.

    MODIFICATION OF TERMS

    The London Gift Company reserves the right to update or modify this policy at any time without prior notice. Any continued use of our services implies acceptance of these changes. All policy decisions are at the sole discretion of The London Gift Company management.