Refund Policy
We've written this policy so it can be read and understood without a lawyer. The summary below is the working version. The full legal text is in our Terms & Conditions; that's what controls if there's any conflict.
The short version
Custom merchandise is made-to-order. Once production starts, your order can't be cancelled without cost.
- Before we send your order to the supplier: full refund, no questions.
- After supplier acceptance but before decoration: 50% refund (we've already committed your stock).
- Once decoration has started: no refund — the goods can't be on-sold.
- If we cancel or fail to deliver: full refund of everything you've paid.
Damaged or non-conforming goods
If your order arrives damaged, short, or doesn't match the mockup you approved:
- Photograph the carton (with the shipping label visible), the damage, and the affected goods.
- Email us within 48 hours of delivery with the photos and your order reference.
- Keep the damaged goods until we've resolved the claim.
We need this within 48 hours to make a successful insurance claim with the carrier. After that, our hands are partly tied. Once we've confirmed the issue, we'll choose one of: replacement on the next production cycle, credit against a future order, or refund of the affected portion of the order.
How to request a refund
- Email gem@littlegems.kiwi with your order number and the reason.
- We'll respond within one (1) working day.
- Approved refunds are processed within five (5) working days, via your original payment method.
Your statutory rights
Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 where that Act applies.
The full legal text
The clauses that actually control are in our Terms & Conditions, Section 11 (Cancellation and Refunds) and Section 10 (Inspection and Damage Claims). If anything in this summary conflicts with the full Terms, the full Terms apply.