Refund policy
Returns
Because we work with multiple fulfillment methods, return eligibility depends on the type of item you purchased:
Made-to-Order / Personalized Items
Due to the personalised and print-on-demand nature of these products, we are unable to accept returns or exchanges for buyer's remorse or incorrect size orders. Please review your personalization details carefully before completing your order, as we cannot make changes once production has begun.
Partner-Shipped Items
These may be returned within 14 days of delivery if unused and in original packaging. Because these items ship from partner warehouses, in some cases we may offer a replacement or partial refund instead of requiring the item to be shipped back, depending on the issue. Contact us and we'll advise the best solution for your order.
We will always make it right if:
- Your item arrives damaged
- Your item has a print error or defect
- You receive the wrong item
In these cases, contact us within 30 days at support@theproudgifts.com with a photo of the issue, and we will send a free replacement or issue a refund.
Refunds
- Made-to-Order/Personalized items: Can be cancelled for a full refund only before production begins (typically within a few hours of ordering). Once production starts, cancellation is not possible.
- Partner-Shipped items: Can be cancelled for a full refund any time before the order ships. Once shipped, the Returns terms above apply instead.
- Damaged, faulty, or incorrect items: Full refund or replacement at no cost to you, regardless of product type.
- Lost in transit: Full refund or replacement after a carrier investigation.
Approved refunds are processed within 5–10 business days to your original payment method.
To request a cancellation or refund, contact support@theproudgifts.com with your order number as soon as possible.