We hope your Fortis gift is loved. If something is not right, please contact us at info@thefortisgifthouse.com with your order number.
Change-of-mind returns
For eligible non-personalised products bought online, tell us within 14 days of receiving the order if you wish to cancel. You then have a further 14 days to return it. Items should be returned unused, complete and in their original packaging where reasonably possible.
Unless the item is faulty, damaged or incorrect, you are responsible for the return postage. We recommend using a tracked service and retaining proof of postage.
Personalised products
Products made or personalised to your specifications cannot normally be returned simply because you have changed your mind. This includes gifts containing a message printed specifically for your recipient.
This exception does not affect your rights if an item is faulty, damaged, not as described or if we made an error with your personalisation.
Faulty, damaged or incorrect items
Please contact us as soon as possible with your order number and details of the problem. Photographs may help us investigate damage, but providing them does not limit your statutory rights. Depending on the circumstances, we will arrange an appropriate remedy such as a replacement, repair or refund.
Refunds
Where a change-of-mind return is accepted, we will refund the product price and the cost of standard outbound delivery where required by law. Any additional cost for an upgraded delivery service is not refundable beyond the standard-delivery amount.
Refunds will be made to the original payment method within 14 days of receiving the returned goods, or receiving evidence that they were sent back, where applicable. We may reduce a refund if handling beyond what would reasonably be allowed in a shop has diminished the item’s value.
Nothing in this policy limits your statutory rights under UK consumer law.