Returns and Refund Policy

We hope you love your order from Toadily Unique. However, if you experience a problem or change your mind about an eligible item, this policy explains how returns, replacements and refunds are handled.

Returns for non-personalised items

You have 14 days from the date you receive an eligible non-personalised item to tell us that you wish to return it. After notifying us, you have a further 14 days to send the item back.

To request a return, please email info@toadilyunique.com with your order number and reason for the return.

Returned items must be:

• Unused and in their original condition
• Returned with any original packaging, accessories and labels
• Packaged securely to prevent damage during transit

Please contact us before returning an item so that we can provide the correct return instructions and address.

Items that cannot be returned

Unless faulty, damaged, incorrect or not as described, we cannot accept returns for:

• Personalised, customised or made-to-order items
• Products engraved or printed with names, photographs, dates or custom wording
• Memorial jewellery and other bespoke keepsakes
• Perishable goods, including food and sweets
• Sealed hygiene-sensitive products once opened
• Items that have been used, altered or damaged after delivery

Please check all names, dates, photographs, colours and wording carefully before placing a personalised order. Your item will be created using the information supplied at checkout.

These exclusions do not affect your statutory rights.

Damaged, broken or incorrect items

Please check your order as soon as it arrives. If an item is damaged, broken, faulty or incorrect, email info@toadilyunique.com promptly with:

• Your order number
• A description of the problem
• Clear photographs of the item
• Photographs of the inner and outer packaging, where applicable

Please keep the item and all packaging until we confirm what to do next.

Depending on the circumstances, we will offer a replacement or refund. We may ask for the item to be returned before a refund or replacement is issued.

Cancelling or changing an order

If you need to cancel or change an order, please contact us as soon as possible.

Non-personalised orders may be processed and dispatched quickly, so we cannot guarantee that changes or cancellations will be possible.

Personalised and custom-made orders cannot usually be changed or cancelled once production has begun. If work has not started, we will do our best to accommodate your request.

Return postage

Customers are responsible for return postage costs when returning an eligible item because they have changed their mind.

We recommend using a tracked service and keeping proof of postage, as the parcel remains the customer’s responsibility until it reaches us.

Return postage will not be refunded unless the item is faulty, damaged, incorrect or not as described. If this applies, please contact us before returning anything so that appropriate return arrangements can be agreed.

Original upgraded or express delivery charges are non-refundable. Where required by law, we will refund the cost of our standard delivery option.

Refunds

We will contact you once your return has been received and inspected.

Approved refunds will be issued to the original payment method within 14 days of receiving the returned item, or acceptable evidence that it has been sent back where applicable.

Your bank or payment provider may take additional time to process the refund and show it in your account.

We may make a reasonable deduction if an item has been handled beyond what is necessary to inspect it and its value has been reduced.

Exchanges and replacements

Please contact us before returning an item for an exchange.

Personalised products can only be replaced if they are faulty, damaged, incorrect or we have made an error.

Replacement items will be made using the details provided with the original order unless an error needs to be corrected.

Orders returned to sender

If an order is returned to us because an incorrect or incomplete delivery address was supplied, delivery was refused or the parcel was not collected, the customer will be responsible for any additional postage required to send it again.

Personalised, custom-made and perishable items returned to sender are not automatically eligible for a refund.

Memorial jewellery and ashes

Memorial jewellery is custom-made and cannot be returned because of a change of mind. Please contact us if your item arrives faulty, damaged or incorrect.

Any ashes or other inclusions remaining after your piece has been completed will be returned as agreed. Please follow the instructions provided when sending ashes or inclusions to us.