Refund Policy

This policy applies to orders placed with the ethical gift box by business customers. It forms part of our standard commercial terms.

Custom and co-branded items

Most of our products are personalised with your branding, logo, or chosen packaging. Once you have approved artwork, a branding proof, or a sample, and production has begun with our suppliers, these items cannot be returned or refunded unless they are faulty, damaged, or do not match your approved proof.

You are responsible for checking artwork proofs carefully before approval. We are not liable for errors that were present in an approved proof, including spelling, colour, sizing, or placement.

Damaged, defective, or incorrect items

If any item arrives damaged, defective, or different from what you ordered, contact us within 5 working days of delivery at sales@ethicalgiftbox.com with your order number and photos of the issue. We will arrange a replacement, reprint, or refund, depending on what happened and what you would prefer.

Order cancellations

You can cancel or amend an order free of charge before you approve artwork or a proof. Once production has started, cancellation may not be possible, or may be subject to a charge covering costs already committed on your order.

Unbranded stock items

Where an order includes unbranded, off the shelf items, these can be returned unused and in their original packaging within 14 days of delivery. Branded and personalised items in the same order remain covered by the terms above.

Production variances

Bulk and custom production carries a reasonable tolerance for minor variation in colour, finish, or quantity. This is standard across the promotional merchandise industry and is not treated as a fault.

Refunds

Where a refund is agreed, we will process it to your original method of payment, or as a credit note against your account, within 10 working days.

Contact us

For any question about an order, email sales@ethicalgiftbox.com or call 0203 917 8693.