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Personalized and custom-made gifts are typically not eligible for returns if the reason is a change of mind, because they have been made specifically for you and cannot be resold. However, you have a right to return the item if it is faulty, damaged, or not as described. If there's an issue with the item itself (like a defect), contact the seller, providing evidence such as photos. If they refuse to help, you may be able to pursue a chargeback with your credit card company.
When returns are generally not accepted
Change of mind: You cannot return a personalized item simply because you don't like it.
Customer error: If you made a mistake in the personalization details (like a typo in a name or date), the seller is likely not responsible for a refund.
When you can return a personalized item
Faulty or damaged: If the item is defective or arrived damaged, you are entitled to a refund or replacement.
Not as described: You can return an item if it doesn't match the product description on the seller's website.
Steps to take if the item is faulty or not as described
Contact the seller: Immediately get in touch with the seller to explain the issue.
Provide evidence: Attach photos or other documentation to support your claim that the item is faulty or incorrect.
Refer to consumer rights: Mention that under the Consumer Rights Act, goods must be of satisfactory quality and as described.
Request a remedy: Ask for a refund, replacement, or repair.
Consider a chargeback: If the seller refuses to resolve the issue, you can contact your credit card provider to request a chargeback, especially if the item was bought online and was not as described.