Refund policy
Returns & Refund Policy
We hope you are delighted with your purchase from The Fortis Gift House LTD. If you change your mind, you have the right to cancel an eligible online purchase within 14 days of receiving your order.
To exercise your right to cancel, please email info@thefortisgifthouse.co.uk within 14 days of receiving your goods and clearly tell us that you wish to cancel your order. Please include your order number so we can assist you quickly.
Once you have notified us of your cancellation, you must return the goods to us within a further 14 days.
Change-of-mind returns
Items should be returned unused and, where reasonably possible, in their original condition with their original packaging, labels and accessories.
You may inspect an item as you would reasonably be able to do in a shop. If an item has been handled beyond what is necessary to establish its nature, characteristics and functioning, we may make an appropriate deduction from the refund for any reduction in value, where permitted by law.
For change-of-mind returns, the customer is responsible for the direct cost of returning the goods unless we have agreed otherwise. We recommend using a tracked postal service and retaining your proof of postage.
Please contact us before returning an item so that we can provide the appropriate return instructions.
Candles and other products
Candles should be returned unused and unlit. Where a candle or other product has been used or handled beyond what is reasonably necessary to inspect it, this may result in a reduction to the refund to reflect any loss in value, where permitted by law.
Certain products may be excluded from the statutory right to cancel where an applicable legal exception applies. This may include goods made to your specifications or clearly personalised, and sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.
These exceptions do not affect your legal rights if an item is faulty, damaged, incorrectly supplied or not as described.
Faulty, damaged or incorrect items
If your order arrives damaged, faulty, incorrect or not as described, please contact us as soon as possible at info@thefortisgifthouse.co.uk.
Please provide your order number and a description of the problem. Photographs of the product and packaging may help us resolve the issue more quickly.
Where goods are faulty, damaged, incorrect or not as described, we will provide an appropriate remedy in accordance with your statutory consumer rights. Where the law requires us to bear the cost of returning such goods, you will not be required to pay that return cost.
Refunds
For an eligible cancellation, we will refund the amount paid for the returned goods together with the standard outbound delivery charge, where applicable. If you chose a more expensive delivery option than our standard delivery service, we are not required to refund the additional delivery cost.
We may withhold a refund until we have received the returned goods or you provide evidence that you have sent them back, whichever occurs first.
Refunds will be processed without undue delay and, where applicable, no later than 14 days after we receive the returned goods or acceptable evidence that they have been sent back.
Refunds will normally be made using the same payment method used for the original purchase. Your bank or payment provider may require additional time before the refund appears in your account.
Your statutory rights
Nothing in this policy limits or excludes any rights you have under applicable UK consumer law, including your rights where goods are faulty, not as described or not of satisfactory quality.
Contact us
The Fortis Gift House LTD
33 Whittingham Road
Preston
PR3 2AA
United Kingdom
Email: info@thefortisgifthouse.co.uk
Telephone: 07507130318
Company number: 17456793
If you have any questions about a return, cancellation or refund, please contact us before sending an item back.