OH! WHAT A GIFT!

1.1 Non-Personalized Items

Non-personalized items may be returned within 14 days of delivery, provided they are:

• Unused and in original condition
• In original packaging with all tags and labels attached
• Not damaged, soiled, or altered in any way
• Accompanied by proof of purchase (order confirmation or receipt)

1.2 Personalized/Customized Items

Due to the personalized nature of custom embroidery and personalized items, these products are generally not eligible for return or exchange unless:

• The item is defective or damaged upon arrival
• The personalization was completed incorrectly (e.g., wrong name, misspelling, wrong design)
• The item received does not match what was ordered
• There was an error on our part in fulfilling the order

If you believe your personalized item qualifies for return under these circumstances, please contact us immediately.

1.3 Non-Returnable Items

The following items cannot be returned:

• Personalized items (unless defective or incorrectly personalized as described above)
• Items that have been used, washed, or damaged after delivery
• Items without proof of purchase
• Items returned after the 14-day return period
• Sale or clearance items (unless defective)
• Gift cards or digital products

To initiate a return or exchange, please follow these steps:

1. Contact Us: Email us at hello@ohwhatagift.com within 14 days of delivery with:
   • Your order number
   • Item(s) you wish to return
   • Reason for return
   • Photos (if applicable, especially for damaged or defective items)
2. Receive Authorization: We will review your request and send you a Return Authorization (RA) number and return instructions within 2-3 business days.
3. Package Your Return: Securely package the item(s) in original packaging (if available) or appropriate protective packaging. Include the RA number clearly visible on the package.
4. Ship Your Return: Send the package to the address provided in your return instructions. We recommend using a trackable shipping method. You are responsible for return shipping costs unless the return is due to our error.
5. Processing: Once we receive and inspect your return, we will process your refund or exchange within 5-10 business days.

3.1 Refund Processing

Refunds will be processed to the original payment method used for the purchase. Processing times vary by payment provider:

• Credit/Debit Cards: 5-10 business days after we process the refund
• PayPal: 3-5 business days
• Bank Transfer: 5-7 business days

You will receive an email confirmation once the refund has been processed.

3.2 Refund Amount

The refund amount will include:

• The full item price (excluding original shipping costs, unless the return is due to our error)
• Original shipping costs (only if the return is due to our error, defective item, or incorrect item received)

Deductions: We may deduct amounts if:

• The item is returned in a condition that reduces its value (e.g., damaged, used, missing tags)
• Return shipping costs (unless the return is due to our error)

We offer exchanges for non-personalized items of equal or greater value, subject to availability. To request an exchange:

1. Follow the return process outlined above
2. Specify in your return request that you would like an exchange and indicate the desired item(s)
3. If the exchange item is of greater value, you will be charged the difference
4. If the exchange item is of lesser value, you will receive a refund for the difference

Note: Exchanges for personalized items are only available if the personalization was completed incorrectly or the item is defective.

If you receive a defective item or an item that does not match your order, please contact us immediately. We will:

• Arrange for a replacement or full refund at no cost to you
• Cover return shipping costs
• Process your request as a priority

Please provide photos of the defect or incorrect item to help us process your request quickly.

Customer Responsibility: Unless the return is due to our error, defective item, or incorrect item, you are responsible for return shipping costs.

Our Responsibility: We cover return shipping costs if:

• The item is defective or damaged
• You received the wrong item
• The personalization was completed incorrectly
• There was an error on our part

We recommend using a trackable shipping method for returns. We are not responsible for items lost in return transit.

If you haven't received your refund within the expected timeframe:

1. Check your bank account or payment method statement
2. Contact your bank or payment provider (processing times vary)
3. Contact us at hello@ohwhatagift.com with your order number and we will investigate