Refund and Return Policy | PaisleyGroveGIFTS

At PaisleyGroveGIFTS, we strive to provide a top notch customer service because we value your decision on supporting a Veteran-Owned Small Business. Contact us at info@paisleygrovegifts.com if you have any questions or concerns regarding your order. 

 

PERSONALIZED AND CUSTOMIZED ITEMS - not returnable or refundable unless there’s a mistake made by PaisleyGroveGIFTS. Our items go through 3+ quality inspections to ensure you get what you order. In the rare instance that a human error occurs, we sincerely apologize for the mistake and we’ll be happy to offer a replacement. Please contact us within FIVE (5) business days of the delivery notification.

 

NON-PERSONALIZED AND NON-CUSTOMIZED ITEMS - Please contact us within FIVE (5) business days of the delivery notification to get an authorization for a return. Buyer is responsible for the costs associated with the return shipping, insurance, and tracking. Buyer is also responsible for the item until it is marked as delivered by the carrier. After PaisleyGroveGIFTS inspect that the item has not been used or damaged by the buyer, then we will refund the buyer minus a 20% restocking fee. Original shipping cost is also deducted from the refund. If it was a “Free Shipping” item, the amount it cost the seller to ship the item to the buyer will also be deducted from the refund.

*****Contact us at info@paisleygrovegifts.com to get a Return Merchandise Authorization on non-personalized, non-customized items. This is a necessary first step for your return or refund.*****

 

HOLIDAY ITEMS - items with a holiday theme (Christmas, Easter, Thanksgiving, Halloween, etc) are not returnable or refundable. Please assure that what you are ordering is the correct item and personalization is also correct as it is not eligible for any refunds or returns.

 

DAMAGED ITEMS -- if you receive an item that is damaged during transit, please contact us so we can help you file a damaged claim with the carrier (USPS/UPS/FedEx). Email us pictures of the damage so that we can forward it to the carrier. Send these pictures to info@paisleygrovegifts.com and include your order number in the email. Pictures of the damage is very important for proper documentation of the claim. We will only provide help with the damage if you provide pictures.



DELIVERY ISSUES

MISSED DELIVERY -- Most shipping companies will usually try to re-deliver to the same address but if it gets returned to the seller, we can ship it again at the buyer’s expense. If buyer does not want to pay for a 2nd shipping, we will refund the purchase price minus a 20% restocking fee. Original shipping cost is also deducted from the refund. If it was a “Free Shipping” item, the amount it cost the seller to ship the item to the buyer will also be deducted from the refund. No refunds for personalized, custom, or holiday items.

 

INCORRECT ADDRESS -- Please contact us ASAP at info@paisleygrovegifts. If your order has not shipped, we can change it. If it has shipped, we cannot redirect that item to a different address. If it gets returned to us as a result of a non-deliverable status, we can ship it out again at the buyer’s expense. If buyer does not want to pay for a 2nd shipping, we will refund the buyer minus a 20% restocking fee. Original shipping cost is also deducted from the refund. If it was a “Free Shipping” item, the amount it cost the seller to ship the item to the buyer will also be deducted from the refund. No refunds for personalized, custom, or holiday items.

 

MARKED AS DELIVERED BUT IT’S NOT -- two reasons based on our experience:

    1. USPS/UPS/FedEx may have marked it incorrectly. This is not uncommon and we’ve seen a lot of this happen during the busy shipping season. It usually shows up after a few days. Contact us when you don’t see it after 2 business days and we’ll help you file a lost mail claim with the carrier.
    2. It may have been stolen from your mailbox or porch -- If you suspect that your package has been stolen, please file a police report since tampering with or stealing a USPS package is Federal Offense. Once you have a police report number, contact us with that number and we’ll be happy to replace the item for you. We need this police report number so that we can properly document the replacement item as a business loss with the IRS. (Please note that most local police departments have an online report available).

 

FORCED RETURNS -- a forced return is when the buyer refuses the delivery, missed multiple delivery attempts by USPS/UPS/FedEx, or sends the package back to the buyer without a return merchandise authorization. If the item is personalized, customized or has a holiday theme, there will be no refunds offered for the item(s) and shipping costs. If the item is not personalized, customized or have a holiday theme, a refund will be provided minus a 20% restocking fee and minus the  shipping costs.

We will hold the item for ten (10) business days should the buyer want it shipped again at the buyer’s cost. After that, personalized/customized items will be destroyed and non-personalized/customized items will be put back in inventory.  

 

*****Contact us at info@paisleygrovegifts.com to get a Return Merchandise Authorization on non-personalized, non-customized items. This is a necessary first step for your return or refund.*****

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