Yes — I’d add it as its own section because gifting is such a major part of WLHC. Here’s the complete updated versionwith the purchaser/recipient wording built in and the numbering sorted.

Welsh Luxury Hamper Co. Ltd – Returns & Refunds Policy

Effective Date: 9 March 2026
Contact: sales@welshluxuryhampercompany.co.uk

1. Our Returns Policy

We take great care in preparing and packing every order and want you to be completely happy with your purchase.

As many of our hampers contain food, drink and other perishable products, different return rights may apply depending on the products purchased and the reason for the return.

Nothing in this policy affects your statutory rights under applicable UK consumer law.

2. Change-of-Mind Returns

For eligible non-perishable goods, we offer a 30-day return period from the date you receive your order.

To be eligible for a change-of-mind return, the item should be returned unused and in the same condition in which it was received, with any original tags or seals intact where applicable, in its original packaging where reasonably possible, and with proof of purchase.

Please contact us at sales@welshluxuryhampercompany.co.uk before returning an item so that we can provide the appropriate return instructions.

Returns should be sent to:

Welsh Luxury Hamper Co. Ltd
Unit 5, Hanbury House
Welsh Street
Chepstow
NP16 5LL

Our 30-day returns policy is in addition to any statutory cancellation rights you may have.

3. Food, Drink & Perishable Goods

Certain goods are exempt from the statutory right to cancel, including goods that are liable to deteriorate or expire rapidly and certain personalised or bespoke goods.

Because our hampers frequently contain food, drink and perishable products, change-of-mind returns may not be available for some or all of the contents of a hamper.

This does not affect your statutory rights if an item is faulty, damaged, incorrectly supplied or not as described.

If there is a problem with any item in your hamper, please contact us as soon as possible so that we can help.

4. Personalised & Bespoke Orders

Goods made to your specifications or clearly personalised are generally excluded from the statutory change-of-mind cancellation right.

This includes, where applicable, corporate or individual orders produced with bespoke branding, personalised packaging, printed gift materials or other customisation specifically requested by the customer.

This does not affect your statutory rights where goods are faulty, damaged, incorrectly supplied or not as described.

5. Damaged, Faulty or Incorrect Items

Please inspect your order as soon as possible after delivery.

If your order arrives damaged, defective, incorrect or not as described, please contact us at sales@welshluxuryhampercompany.co.uk as soon as possible.

To help us resolve the issue quickly, we may ask you to provide your order number, details of the issue and photographs of the affected item, packaging and/or delivery box where relevant.

Depending on the circumstances and your statutory rights, an appropriate remedy may include a replacement, repair where applicable, partial refund or full refund.

Where you are exercising a statutory right to reject faulty goods, we will meet reasonable return costs as required by law.

6. Orders Sent as Gifts

Where an order has been purchased as a gift for another person, requests for a return, cancellation or refund should normally be made by the original purchaser.

For security and payment-processing reasons, any monetary refund will be issued to the original payment method used to place the order, unless otherwise required by law.

If you are the recipient of one of our hampers and there is a problem with your gift, you are of course welcome to contact us. We will be happy to assist with product or delivery concerns; however, we may need to contact or obtain information from the original purchaser before processing a refund or making changes to the order.

Where appropriate, we may be able to arrange a replacement directly with the recipient without disclosing the purchaser's private or payment information.

Nothing in this section affects any applicable statutory rights.

7. Return Shipping

For voluntary change-of-mind returns under our 30-day policy, customers are responsible for the cost of returning the goods unless we agree otherwise.

We strongly recommend using a secure and trackable delivery service, as you remain responsible for the returned parcel until it reaches us.

Where goods are being returned because they are faulty, damaged, incorrectly supplied or otherwise do not conform to the contract, return arrangements and costs will be handled in accordance with your statutory rights.

8. Refunds

Once an eligible return has been received and inspected, we will confirm the outcome of your return.

Where a refund is due, it will be issued to the original payment method used to place the order, unless otherwise required by law.

We will process refunds without undue delay and within the timescales required by applicable consumer law. Once processed, your bank or card provider may require additional time for the funds to appear in your account.

For eligible online order cancellations, any refund of the original delivery charge will be handled in accordance with your statutory rights.

Where you selected a delivery service costing more than our standard delivery service, we are not required to refund the additional cost of that upgraded service where the law permits.

9. Exchanges

If you would like a different eligible non-perishable item, please contact us.

In most cases, the simplest way to exchange an item is to return the original eligible item and place a new order for the replacement.

This does not affect any statutory right you may have to a repair or replacement where goods are faulty.

10. Gift Cards

Gift cards are generally non-refundable except where required by law.

This does not affect your statutory rights.

11. Cancellations Before Dispatch

If you wish to cancel or amend an order before it has been dispatched, please contact us as soon as possible at sales@welshluxuryhampercompany.co.uk.

We will always try to accommodate cancellation or amendment requests. However, we may be unable to cancel or amend an order once preparation has begun, particularly where products are perishable, personalised or made to your specification.

Any statutory cancellation rights that apply to your order remain unaffected.

12. Your Statutory Rights

This policy is intended to explain our returns and refunds process clearly and does not exclude, restrict or replace any rights you have under UK consumer law.