Exchange, return & refund policy

Overview

You may return your non-personalised items for a refund. Report the return within 14 days, get the item back to me 14 days after this and then I will issue a refund within 14 days of the day I receive the product.

Personalised items are non-returnable.

Damaged, incorrect or faulty items:

If your personalised or non-personalised items have arrived damaged/incorrect you are entitled to a refund, repair, replacement part or replacement at no additional cost (the choice of repair, replacement part or full replacement is offered at the sellers discretion - the fairest option will be offered in proportion to the problem that is reported).

You may not receive a replacement, refund or return of any personalised goods unless they are damaged, faulty or incorrectly personalised at the fault of the business.

Here are several reasons we may not accept returns or refunds:

You have decided you no longer want the item (for personalised items only)
The item arrives past the date you required it, but within the dates as described on your orders production time and delivery time combined (click here to find out more)
You have selected the incorrect item, size, or other options when purchasing.
The item has been incorrectly personalised, but the information provided in the personalisation boxes was entered incorrectly by the customer and is therefore not the fault of the business.
The item was delivered to the incorrect address/is missing but the address was entered incorrectly by the customer.

If your order has arrived damaged or faulty please email info@theproposalbox.co.uk with the following details:

Name on the order
Address the item was delivered to
Order number
Proof of purchase/receipt
Clear images of faulty, not as described or mis-personalised items
One video showing the damaged/incorrect item
Images of damaged shipping cartons if the item has arrived damaged in transit
Description of the damages/fault

We reserve the right to inspect and repair the faulty products where appropriate before sending a replacement or refunding the goods and therefore a return may be necessary before a replacement, repair is accepted/agreed. If we need to have the items returned for inspection, this postage cost is covered by The Proposal Box Co.

We accept the return and refund of non-personalised items within 14 days of receipt of the goods. We do not cover the cost of postage for the return of unwanted, non-personalised items. They must also arrive in the same condition in which they had arrived otherwise the refund will not be accepted.

Shipping Returns of Non-Personalised items:

To return your non-personalised product, please email us to receive the postal address to send the item within 14 days of receiving your order.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Refunds include the initial shipping cost (unless an upgrade to express has been paid - you will only be refunded for the cost of standard shipping in this case inline with UK Law).

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

We recommended to use a trackable shipping service or purchasing shipping insurance. If we do not receive your returned item we cannot provide any refund or replacement for items that have gone missing in the post. Please feel free to send us the tracking information so that we can keep an eye on the expected delivery date of the item for extra safety.

Refunds

For returned items, once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If the return is approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 14 days. Refunds usually take 3-5 days to return to your original payment however depending on the payment method this refund may take up to 30 days to be received.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@theproposalbox.co.uk

Sale items

Only regular-priced items may be refunded. Sale items cannot be refunded.

Order cancellations:

Non-personalised orders can be cancelled if they have not been packed.

For personalised items once an order has been placed, we may immediately purchase stock or materials specifically required to fulfil that order. Where a personalised order is cancelled and the goods are not subject to a statutory cancellation right, we may deduct reasonable costs that we have already incurred as a direct result of the cancellation, provided those costs cannot reasonably be recovered or avoided. Any remaining balance will be refunded to the customer. For the best chance of a full refund cancellation on personalised goods, please contact me as soon as possible.

Item added to your cart