Refund policy

Returns & Refunds Policy

Last updated: September 2026

We want you to be happy with your purchase. This policy explains your rights when buying from Maisie Moo Gifts Limited and how to arrange a return or refund.

Nothing in this policy affects your statutory rights as a consumer.

Personalised Products

Many of our products are made specifically for you and personalised with the details you provide.

Under UK consumer law, the usual 14-day cancellation right does not apply to goods that are made to your specifications or are clearly personalised.

This means we generally cannot accept returns or cancellations simply because you have changed your mind once production of a personalised product has begun.

This includes situations where:

  • you have entered an incorrect spelling, name, date or other personalisation;

  • you have supplied incorrect wording or information;

  • you change your mind after production has started; or

  • you no longer require the personalised item.

Please check all personalisation details carefully before placing your order. We will normally produce your item using the information exactly as submitted.

Exceptions

Your statutory rights are not affected.

If your personalised item:

  • arrives damaged;

  • is faulty or defective;

  • has been incorrectly personalised by us;

  • is materially different from what you ordered; or

  • otherwise does not conform to the contract,

please contact us at sales@maisiemoogifts.co.uk as soon as reasonably possible.

We may ask you to provide photographs or other information to help us assess the issue.

Where appropriate, we will provide a replacement, repair, price reduction or refund in accordance with your statutory rights.

Non-Personalised Products

If you purchase a non-personalised product online, you generally have the legal right to cancel your order within 14 days of receiving the goods, without giving a reason.

You then have a further 14 days to return the goods to us.

How to return your item

1. Notify us

Contact us at sales@maisiemoogifts.co.uk within 14 days of receiving your goods to tell us that you wish to cancel your order.

Please include your order number and the details of the item(s) you wish to return.

2. Send the item back

After notifying us, you have a further 14 days to return the goods to us.

Please return the goods securely packaged to:

Maisie Moo Gifts Limited
Unit 1, Sansaw Business Park
Hadnall
Shrewsbury
Shropshire
SY4 4AS

We recommend obtaining proof of postage when returning an item.

3. Condition of the goods

You may inspect the goods in the same way that you would reasonably be able to inspect them in a shop.

Please take reasonable care of the goods while they are in your possession.

If the value of the goods has been diminished because they have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, we may be entitled to make a deduction from your refund.

4. Return postage

If you are returning a non-personalised item because you have changed your mind, you are responsible for the direct cost of returning the goods to us, unless we have agreed otherwise or we failed to tell you before you placed your order that you would have to pay the return cost.

If an item is faulty, damaged, incorrectly supplied or incorrectly personalised by us, please contact us before returning it so that we can provide appropriate return instructions.

Refunds

For a valid cancellation under your statutory cancellation rights, we will refund the price paid for the goods together with the cost of our standard delivery service.

If you selected a more expensive delivery option, we are not required to refund the additional cost above the least expensive standard delivery option we offered.

We will issue your refund without undue delay and normally within 14 days of:

  • receiving the returned goods; or

  • receiving evidence that you have returned the goods,

whichever is earlier, subject to the applicable legal requirements.

Refunds will normally be made using the same payment method that you used for your original purchase.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, incorrectly personalised by us, or otherwise does not conform to your order, please contact us at:

sales@maisiemoogifts.co.uk

Please provide your order number and, where possible, photographs of the product and packaging.

We will assess the issue and, where appropriate, arrange a replacement, repair, price reduction or refund in accordance with your statutory rights.

Your statutory rights relating to faulty or incorrectly supplied goods are separate from your 14-day cancellation rights and are not limited by this policy.

Questions About Returns

If you have any questions about returning an item or requesting a refund, please contact us:

Email: sales@maisiemoogifts.co.uk

We are always happy to help.