Returns and Exhanges Policy

Returns & Exchanges Policy

At The Lasting Gift, every board is made to order and personalised especially for you. Because of this, we're unable to accept returns for change of mind, and we only offer returns or exchanges where a product is faulty or damaged.

Return Address:

The old workshop 

Crowshall farm

Chilgrove

Lavant

Po189hp

Faulty or Damaged Items

If your board arrives faulty, damaged in transit, or with a manufacturing defect, we'll put it right. This includes:

- Structural faults (cracking, splitting, warping beyond normal timber character)

- Engraving errors caused by us (incorrect text, spelling, or placement that doesn't match your approved order)

- Damage that occurred during shipping

- Finish defects (e.g. incomplete oiling, visible glue residue)

How to Report a Fault

1. Contact us within 14 days of delivery at: contact@thelastinggift.co.uk

2. Include your order number and clear photos showing the fault or damage from a few angles.

3. We'll review your claim within 4 weeks and confirm next steps.

Resolution

Depending on the issue, we'll offer one of the following:

- A free replacement board

- A repair, where appropriate

- A full refund, if a replacement isn't possible or preferred

We may ask for the faulty item to be returned to us; if so, we'll cover the return postage cost.

Not Covered

Because each board is personalised to your specification, we're unable to offer returns, exchanges, or refunds for:

- Change of mind

- Incorrect personalisation details submitted by the customer (please double-check spelling and names at checkout, as we engrave exactly what's provided)

- Natural variation in timber grain, colour, or knots, which is part of the character of solid wood and not a fault

- Minor surface marks that occur through normal use after delivery

 Your Legal Rights

This policy doesn't affect your statutory rights under the Consumer Rights Act 2015. Under the Consumer Contracts Regulations, personalised and bespoke items are exempt from the standard 14-day cooling-off right to cancel, but goods must still be as described, fit for purpose, and of satisfactory quality on arrival.