Refund and Returns Policy
Last updated: August 9, 2026
At Gifts By Gen, we specialize in personalized and customizable gifts made especially for your order. Because many of our products are customized according to the information you provide and may be fulfilled by independent artists or manufacturers, our returns and refund policy differs from that of standard, non-personalized products.
By placing an order with Gifts By Gen, you acknowledge and agree to the terms below, subject to any rights and remedies that may apply under applicable law.
1. Personalized & Customized Items
Most of our products are personalized or customized specifically according to the information submitted with your order.
For this reason, personalized or customized items generally cannot be returned, exchanged, or cancelled simply because you change your mind, no longer need the item, or are dissatisfied with a personalization choice that was correctly produced according to the information submitted with your order.
Before completing your purchase, please carefully review all names, dates, messages, photographs, spelling, colours, sizes, and other customization details.
Once an order has entered production, we may not be able to make changes or accept a cancellation.
2. Changes or Cancellations
If you need to make a change to your order, please notify us as soon as possible.
We will make reasonable efforts to accommodate changes or cancellation requests before production has begun, but we cannot guarantee that a request can be accommodated.
Once your order has been submitted to an artist, manufacturer, or production partner, or production has begun, cancellation or changes may no longer be possible.
If a cancellation is accepted before production begins, any applicable refund will be processed to the original payment method, subject to any applicable charges or costs that cannot be recovered.
3. Incorrect Personalization Supplied by the Customer
Customers are responsible for ensuring that all personalization information submitted with an order is accurate.
This includes, but is not limited to:
- Names and spelling
- Dates
- Messages and wording
- Numbers
- Photographs
- Sizes
- Colours
- Design selections
- Other customization instructions
If an item has been correctly produced using the information submitted with your order, we generally cannot accept a return, exchange, replacement, or refund because the customer later discovers that the information provided was incorrect.
Please take a moment to review your personalization carefully before placing your order.
4. Items That Are Incorrect or Materially Different From What Was Ordered
If you receive an item that is materially different from what you ordered, or there is an issue with the personalization that resulted from an error in the fulfillment of your order, please notify us as soon as reasonably possible.
We will review the matter and, where appropriate, work with the relevant artist, manufacturer, or fulfillment partner to determine the appropriate resolution.
Depending on the circumstances, this may include a correction, replacement, repair, exchange, refund, or another appropriate resolution.
Nothing in this policy is intended to limit any rights or remedies you may have under applicable consumer protection law.
5. Damaged Items
If your order arrives damaged, please notify us promptly and provide photographs of:
- The damaged product
- The packaging in which it arrived
- Any visible shipping damage
- The shipping label, where applicable
This information may be required to assist with an investigation or claim with the relevant manufacturer, carrier, or fulfillment provider.
We will review the circumstances and make reasonable efforts to assist with resolving the issue.
Because some of our products are supplied and shipped by independent artists and manufacturers, certain aspects of production and delivery may be outside of our direct control.
6. Delivery & Shipping Issues
Some Gifts By Gen products are sourced from and fulfilled by independent artists and manufacturers. These third-party partners may be responsible for producing and shipping the item to us before we complete the final delivery to you.
As a result, production schedules, supplier availability, and certain stages of transportation may be outside of our direct control.
We do not guarantee a specific production or delivery date unless a specific date has been expressly confirmed for your order.
If a delivery or shipping issue occurs, we will make reasonable efforts to investigate the matter and communicate with the relevant supplier or shipping provider. However, we cannot guarantee the outcome of a third-party investigation, claim, or delivery service.
Where an issue is outside of our control, we will assist where reasonably possible but cannot guarantee compensation for consequential losses, missed occasions, inconvenience, or other costs arising from a delay or failure in third-party production or delivery, except where required by applicable law.
7. Items That Are No Longer Available
Because some of our products are sourced from independent artists and manufacturers, availability may change after an order has been placed.
In the event that an artist or manufacturer informs us that an item, customization, material, or design is no longer available or cannot be produced as requested, we will review the available options.
Where possible, we may offer an alternative product or customization.
If we are unable to fulfill the order and no suitable alternative is available, the order may be cancelled and an applicable refund will be issued.
8. Returns of Non-Personalized Items
Where a product is not personalized or customized, any return or exchange request will be reviewed according to the circumstances of the purchase and applicable law.
Items must generally be returned in their original condition and packaging where a return is accepted.
We do not accept returns of items that have been used, altered, damaged after delivery, or otherwise handled in a manner that makes the item unsuitable for resale, except where applicable law provides otherwise.
9. Return Shipping
Where a return is accepted, you may be responsible for the cost and risk of returning the item unless the return is due to an error attributable to Gifts By Gen or another remedy is required by applicable law.
We recommend using a trackable shipping service when returning an item. Gifts By Gen cannot guarantee that an item sent without tracking will be received.
10. Refunds
If a refund is approved, the refund will generally be issued to the original payment method used for the purchase.
The time required for the refund to appear in your account may depend on your payment provider or financial institution.
Where only part of an order is eligible for a refund, only the applicable portion of the order will be refunded.
Any applicable delivery, customization, or other charges will be considered according to the circumstances of the order and applicable law.
11. Promotional Items & Sale Items
Promotional, discounted, clearance, or specially priced items may be subject to additional terms disclosed at the time of purchase.
Any such terms will not override rights or remedies that cannot legally be excluded.
12. How to Request Assistance With an Order
If there is an issue with your order, please provide the relevant order information and a clear description of the issue, together with photographs or other supporting information where appropriate.
Please report issues as soon as reasonably possible after receiving your order so that we have a reasonable opportunity to investigate the matter with the relevant artist, manufacturer, or shipping provider.
13. Our Approach to Resolving Issues
We genuinely want you to be happy with your purchase and will make reasonable efforts to assist when something goes wrong.
At the same time, many of our products involve independent artists, manufacturers, and third-party shipping providers. We therefore cannot guarantee that every issue will result in a replacement, refund, or other particular outcome.
Where an issue is attributable to a third party, we may need to investigate the matter with that party before determining what options are available.
Any resolution will be based on the circumstances of the order, the nature of the issue, the information available to us, and applicable law.
14. Consumer Rights
This policy is intended to explain our normal returns and refund procedures and does not exclude, restrict, or limit any consumer rights or remedies that cannot legally be excluded or restricted under applicable law.
Where applicable law provides a consumer with a right to a repair, replacement, refund, or other remedy, those rights remain unaffected by this policy.
Important Note
Personalized products are created specifically for the customer who places the order. Please review your order and personalization details carefully before submitting your purchase.
By placing an order with Gifts By Gen, you acknowledge that personalized items may not be cancellable, returnable, or exchangeable once production has begun, except where a cancellation, return, exchange, refund, or other remedy is required or permitted under applicable law.