Refund policy

Return, Refund & Cancellation Policy

At Nahl Customised Gifts (“we”, “our”, “us”), all products are made-to-order and customised according to each customer’s specifications. By placing an order on our website (nahlgifts.com), you agree to the terms set out in this policy.

1. Strictly No Refunds or Exchanges for Customised Products

All customised, personalised, and made-to-order products are final sale.

We do not accept returns, refunds, or exchanges for:

  • Change of mind
  • Incorrect selections made by the customer
  • Variations in preference after receiving the item

This applies to all products including, but not limited to:

  • Custom home unit number signs
  • Personalised gifts (e.g. tumblers, coasters, plaques, dĂ©cor items)
  • Any item containing custom text, names, numbers, or logos

Once an order is confirmed and/or production has commenced, it is irrevocable, non-cancellable, and non-refundable, except as expressly stated in Section 4.

2. Customer Acknowledgement & Responsibility

By placing an order, you expressly acknowledge and agree that:

  • All customisation details submitted (including spelling, numbers, design selections, colours, and sizes) are accurate and final
  • We will manufacture the product strictly in accordance with the submitted details
  • You bear full responsibility for any errors, omissions, or inconsistencies in the information provided

We shall not be liable for any loss, dissatisfaction, or claim arising from:

  • Spelling or grammatical errors submitted by the customer
  • Incorrect unit numbers, names, or addresses
  • Colour or design choices selected by the customer

3. Nature of Customised & Handcrafted Products

You acknowledge that all products are handcrafted and/or produced using natural materials.

Accordingly:

  • Minor variations in colour, grain, texture, alignment, engraving depth, or finishing may occur
  • Such variations are inherent characteristics and shall not be deemed defects

No refunds, returns, or replacements will be provided for such variations.

4. Defective or Incorrect Items (Limited Remedy)

We will only consider claims for replacement or refund under the following limited circumstances:

  • The item received is materially defective, or
  • The item received is incorrect due to our error and does not match the confirmed order details

To be eligible:

  • You must notify us within 48 hours of delivery
  • You must provide clear photographic and/or video evidence
  • The item must be unused and in its original condition

Upon verification, we reserve the sole and absolute discretion to:

  • Provide a replacement, OR
  • Issue a partial or full refund, OR
  • Offer store credit

All decisions made by us shall be final and binding.

5. Order Cancellation Policy

  • Orders may only be cancelled within 12 hours of purchase, provided production has not commenced
  • After this period, all orders are non-cancellable

We reserve the right to determine whether production has commenced.

6. Shipping, Delivery & Risk

  • Customers are responsible for providing accurate delivery details
  • We shall not be liable for failed deliveries due to incorrect or incomplete addresses

Once the order has been dispatched:

  • Risk of loss or damage passes to the customer
  • We are not responsible for courier delays, damages, or losses during transit

Additional fees may apply for re-delivery or address amendments.

7. Refund Processing (If Applicable)

Where a refund is approved:

  • It will be processed via the original payment method
  • Processing time is approximately 5–10 working days, subject to your payment provider

We shall not be responsible for delays caused by banks or third-party payment processors.

8. Limitation of Liability

To the fullest extent permitted by law:

  • Our liability shall be strictly limited to the amount paid for the product in question
  • We shall not be liable for any indirect, incidental, or consequential damages, including but not limited to loss of profits, business, or opportunity

9. Right to Refuse Claims

We reserve the right to reject any return, refund, or replacement request that:

  • Does not comply with this policy
  • Is submitted outside the stated timeframe
  • Lacks sufficient supporting evidence