Refund policy

Return and Refund Policy
Effective from: 1st July 2025

At Gulp Creations Limited, we aim to ensure you're completely happy with your purchase. However, if you have a problem with your order, please read the following carefully.

Damaged, Faulty or Incorrect Items

If you receive a damaged, faulty, or incorrect item, please contact us by email at hello@gulpfactory.co.uk within 14 days of receipt. You will be required to provide:

  • Your name and order number

  • A description of the issue

  • Clear photographic evidence of the fault or error

If your return is accepted, we will provide instructions on how to return the item and cover the return shipping costs. We strongly recommend retaining proof of postage.

Personalised Items

Please note: Most of our products are personalised and made-to-order. Under the Consumer Contracts Regulations 2013, personalised goods cannot be returned or refunded unless they are faulty or have been supplied incorrectly.

You are responsible for ensuring all specifications (e.g. names, spellings, photographs) are accurate at the time of ordering. We do not offer refunds or replacements for errors submitted by the customer.

Cancelling an Order

If you wish to cancel your order, please contact us within 24 hours of placing it. After this time, we may have already begun processing or producing your personalised items and will be unable to cancel the order.

Non-Personalised Items

If you have purchased a non-personalised item, and you are a consumer based in the UK or EU, you have the legal right to cancel your order within 14 days of receiving the goods, without needing to give a reason.

To do this, you must contact us at hello@gulpfactory.co.uk with your name, order number, and a clear statement that you wish to cancel. You may also use the cancellation form provided in our Terms and Conditions.

To receive a refund:

  • The item must be unused, in its original condition and packaging

  • All tags and labels must be attached

  • You must return the item within 14 days of notifying us

You are responsible for the cost of return unless the product is faulty or incorrect. Refunds will be processed within 14 days of us receiving the goods.

Exchanges

We do not currently offer exchanges. If you wish to purchase a different item, please return your order (if eligible under this policy) and place a new order separately.

Refunds

Once we’ve received and inspected your return (where eligible), we will notify you of the outcome. If approved, your refund will be issued to the original payment method. Please allow up to 14 days for the funds to appear in your account.

If more than 14 days have passed since we confirmed your refund and you have not received your funds, please contact us at hello@gulpfactory.co.uk.

Return Address

Returns must be sent to:

Gulp Creations Limited
3 Pentagon Way
Wetherby
LS22 6AU
United Kingdom

Returns must not be sent without prior authorisation. Items returned without prior contact may not be processed.

If you have any questions about returns, cancellations or refunds, please email hello@gulpfactory.co.uk.