Refund policy

RETURN AND REFUND POLICY

Full Favors
A trading brand of Dhairya International

Effective Date: 23 September 2026

Thank you for shopping with Full Favors. We offer gadgets, mobile accessories, personalised gifts, engraved products and other products suitable for celebrations, business promotions and special occasions.

This Return and Refund Policy explains our terms for order cancellations, returns, refunds, replacements and exchanges.

We aim to protect our business against unreasonable, fraudulent or unsupported claims while treating customers fairly and complying with applicable UK consumer protection legislation.

Nothing in this policy removes, restricts or limits any statutory consumer rights that cannot legally be excluded or restricted.

1. ORDER ACCEPTANCE AND CANCELLATION

Once an order has been placed and payment has been received, Full Favors may begin processing, sourcing, preparing, personalising, engraving, packaging or dispatching the order.

Customers are responsible for checking the following information before completing their purchase:

  • Product selection

  • Colour, size, quantity and specifications

  • Personalisation or engraving details

  • Names, spellings, dates and messages

  • Delivery address and contact information

  • Any product options selected during checkout

If you wish to cancel an order, please contact us as soon as possible at:

Email: info@fullfavors.co.uk

We will consider cancellation requests where the order has not yet entered processing, production, personalisation, engraving, sourcing or dispatch.

Cancellation may not be possible where:

  • The product has already been personalised, engraved or customised.

  • The product has been made or ordered specifically for the customer.

  • Production or preparation has already started.

  • The order has already been dispatched.

  • The product has been specially sourced or purchased for the customer.

This does not affect any cancellation or refund rights available to consumers under applicable law.

2. PERSONALISED, CUSTOMISED AND ENGRAVED PRODUCTS

We offer a range of personalised and engraved products, which may include:

  • Engraved pens and gift sets

  • Engraved crystals and 3D crystal products

  • Personalised glassware

  • Engraved cutlery

  • Personalised metal products

  • Branded gifts

  • Bespoke products for celebrations, businesses and special occasions

Personalised, customised and made-to-order products may be excluded from the usual statutory online change-of-mind cancellation right where a legal exception applies.

Before production begins, customers must carefully check all personalisation details, including:

  • Names

  • Spelling

  • Dates

  • Messages

  • Logos

  • Artwork

  • Sizes

  • Colours

  • Other customer-supplied instructions

Once production has started, changes or cancellations may not be possible.

Where a product has been produced accurately in accordance with the information supplied or approved by the customer, we will not normally be responsible for errors contained in the customer’s original instructions or approval.

This does not affect your statutory rights where the product is faulty, incorrectly produced, not as described or otherwise fails to comply with applicable law.

3. STANDARD PRODUCTS – CHANGE-OF-MIND RETURNS

For eligible, non-personalised products purchased online, consumers generally have the right to cancel their order within 14 days of receiving the goods, subject to applicable legal exceptions.

If you wish to exercise this right:

  1. Contact us at info@fullfavors.co.uk within the applicable cancellation period.

  2. Clearly state that you wish to cancel your order.

  3. Return the goods within the required legal timeframe.

  4. Ensure the goods are securely packaged to reduce the risk of damage during transit.

  5. Obtain proof of postage and, where appropriate, use a tracked delivery service.

Where legally permitted, the customer may be responsible for the direct cost of returning goods following a change-of-mind cancellation, provided the required information was supplied before purchase.

Returned goods may be inspected. Where permitted by law, we may make a reasonable deduction from a refund if the goods have been handled beyond what is necessary to establish their nature, characteristics and functionality, resulting in a reduction in value.

Change-of-mind cancellation rights may not apply to certain products, including where a lawful exception applies to:

  • Personalised or customised goods

  • Goods made to the customer’s specifications

  • Sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed

  • Other products excluded under applicable legislation

Statutory rights relating to faulty, defective, misdescribed or incorrectly supplied goods are not affected.

4. FAULTY, DEFECTIVE, MISDESCRIBED OR INCORRECT PRODUCTS

Under applicable UK consumer law, products must generally be:

  • Of satisfactory quality

  • Fit for their intended purpose

  • As described

  • Supplied in accordance with the contract

If you believe that your product is faulty, defective, damaged, misdescribed or incorrect, please contact us promptly at:

info@fullfavors.co.uk

Please provide the following information where reasonably available:

  • Order number

  • Customer name

  • Description of the issue

  • Photographs or video showing the problem

  • Photographs of the packaging, where relevant

  • Any other information reasonably required to assess the issue

We may ask for the product to be returned or made available for inspection.

Depending on the circumstances and your legal rights, we may provide an appropriate remedy, which may include:

  • Repair

  • Replacement

  • Refund

  • Price reduction

  • Other remedy required under applicable law

The remedy available will depend on the nature of the issue, the time since delivery, the type of product and the applicable legal requirements.

We will not require a customer to accept an unlawful restriction of their statutory rights or require unreasonable repeated repairs or replacements where the customer is legally entitled to another remedy.

Where applicable, consumers may have a short-term right to reject faulty goods within 30 days, subject to the conditions and exceptions under the Consumer Rights Act 2015.

5. PRODUCT INSPECTION, DIAGNOSTIC TESTING AND LABORATORY CHARGES

Where a customer reports that a product is faulty, Full Favors may need to inspect, test or assess the product.

Depending on the product and the nature of the reported issue, an inspection may be carried out by:

  • Full Favors

  • The manufacturer

  • An authorised service provider

  • A suitably qualified technician

  • An appropriate testing or laboratory facility

The purpose of an inspection is to determine whether the reported issue exists and, where possible, identify its cause.

If a product is reported as faulty but no fault is identified, Full Favors may seek recovery of reasonable and properly incurred inspection, diagnostic, testing or laboratory charges only where this is legally permitted and there is an appropriate legal basis for doing so.

Where specialist testing or a chargeable inspection may be required, we will aim to:

  • Explain why the testing is necessary.

  • Inform the customer of the expected cost before the testing takes place.

  • Obtain the customer’s agreement in advance where required.

  • Ensure any charge is reasonable, proportionate and supported by evidence.

  • Avoid charging customers automatically merely because a reported fault could not be confirmed.

We will not use inspection or testing charges to prevent, penalise or unlawfully restrict a customer from exercising their statutory rights.

Where a genuine fault is confirmed, the matter will be handled in accordance with applicable consumer law.

A product may not be considered faulty where the issue has resulted from circumstances such as:

  • Accidental damage

  • Misuse or improper use

  • Failure to follow product instructions

  • Normal wear and tear

  • Unauthorised modification or repair

  • Damage caused after delivery

  • Use outside the product’s intended purpose

Each case will be assessed based on the product, the reported issue and the available evidence.

6. INCORRECT PERSONALISATION AND CUSTOMER-SUPPLIED INFORMATION

Customers are responsible for checking the accuracy of information supplied for personalisation, engraving, printing or customisation.

This includes, but is not limited to:

  • Names and spelling

  • Dates

  • Messages

  • Logos

  • Artwork

  • Images

  • Colours

  • Sizes

  • Product specifications

Where we have accurately produced a product using the information supplied or approved by the customer, we will not normally provide a refund or replacement solely because the customer later discovers an error in the information they supplied.

However, if we make a production error, fail to follow approved instructions or supply a product that does not match the agreed requirements, please contact us so that we can assess the issue and provide an appropriate remedy where required.

This section does not limit any statutory rights that apply where the product is faulty, misdescribed or incorrectly supplied.

7. DELIVERY AND COURIER SERVICES

We may use the following delivery providers, depending on the product, destination, service availability and delivery requirements:

  • Evri

  • Royal Mail

  • FedEx

  • DHL

Delivery estimates displayed on our website or communicated to customers are intended as guidance unless a specific delivery date or timeframe has been expressly agreed.

Delivery may be affected by circumstances outside our reasonable control, including:

  • Courier delays

  • Severe weather

  • Strikes or industrial action

  • Operational disruption

  • Incorrect or incomplete delivery information

  • Failed delivery attempts

  • Events outside our reasonable control

We will provide reasonable assistance with delivery enquiries and tracking where available.

Customers are responsible for providing an accurate and complete delivery address and ensuring that delivery instructions are correct.

Where a parcel is returned because of an incorrect address, failure to accept delivery or another issue caused by the customer, additional delivery or redelivery charges may apply where legally permitted and reasonably incurred.

Nothing in this section removes any legal delivery obligations applicable to Full Favors.

8. DELIVERY CHARGES AND RETURN POSTAGE

Delivery charges will be displayed at checkout or communicated to the customer before the order is confirmed.

Our standard delivery charges generally start from £4.95, subject to the destination, product, delivery service and applicable exclusions.

Free delivery may be available on orders over £50, subject to applicable postcode, product and service exclusions.

We may use different courier services depending on the order and destination.

For eligible online cancellation under applicable law:

  • The standard delivery charge must be refunded where legally required.

  • Any additional amount paid for an upgraded delivery service may not be refundable beyond the cost of the least expensive standard delivery option.

  • The customer may be responsible for the direct cost of returning goods where this was properly disclosed and legally permitted.

Where goods are faulty, defective, misdescribed or incorrectly supplied, return postage and related arrangements will be handled in accordance with applicable law and the circumstances of the case.

9. RETURN AUTHORISATION AND RETURN ADDRESS

Please contact us at info@fullfavors.co.uk before returning an item, wherever possible.

Providing your order details before returning an item helps us identify the order, provide the correct return instructions and avoid unnecessary delays.

We may ask you to provide:

  • Order number

  • Name used for the order

  • Reason for return

  • Photographs or video, where relevant

  • Tracking details

  • Other information reasonably required to process the return

Please package returned goods carefully and retain proof of postage.

Return Address

Dhairya International
Unit 1 – Suite 2, Liberty Centre
Mount Pleasant
Wembley, London
HA0 1TX
United Kingdom

Customers should not send returns to an alternative address unless instructed by Full Favors.

A request to contact us before returning an item is intended to assist with processing and does not unlawfully prevent or delay any statutory return or refund rights.

10. REFUND PROCESSING

Where a refund is approved or legally required, we will generally issue the refund using the original payment method, where practicable.

Before processing a refund, we may need to:

  • Verify the order details.

  • Confirm the reason for return.

  • Inspect the returned product where reasonably necessary.

  • Confirm whether the product has been received.

  • Check whether any lawful deduction applies.

Refunds will be processed within the timeframes required by applicable law.

For eligible online cancellation, refunds will generally be issued within 14 days of the applicable legal trigger, which may include receiving the returned goods or receiving appropriate evidence that the goods have been sent back, subject to the applicable legal requirements.

Refunds may take additional time to appear in the customer’s account due to the customer’s bank, card issuer or payment provider.

We will not unlawfully withhold a refund or make deductions that are not permitted under applicable law.

11. PROMOTIONAL OFFERS, DISCOUNTS AND BUNDLES

Promotional offers, discounts, bundles and special deals are subject to the terms displayed at the time of purchase.

Where an order includes a bundle, discount or promotional item, the effect of a return or cancellation may need to be calculated fairly and lawfully.

For example, if a customer returns part of a discounted bundle, the refund may be calculated based on the applicable price of the items retained, provided that the calculation complies with applicable law and the promotional terms.

Promotional terms cannot remove or restrict statutory consumer rights.

12. PRODUCT-SPECIFIC RESTRICTIONS AND SAFETY

Certain products may be subject to specific return restrictions or legal exceptions.

These may include:

  • Personalised or made-to-order products

  • Sealed products that cannot be returned for health or hygiene reasons once unsealed

  • Products containing batteries

  • Electrical and electronic products

  • Products damaged through misuse or incorrect handling

  • Products with safety seals or protective packaging removed

Customers must follow all product instructions, safety warnings, charging instructions and usage guidance supplied with the product.

Any product-specific restriction will be applied only where legally permitted.

Product warranties or manufacturer guarantees do not replace or remove statutory consumer rights.

13. SUSPECTED FRAUDULENT, ABUSIVE OR UNSUPPORTED CLAIMS

Full Favors may investigate claims that appear to be inconsistent, misleading, fraudulent, abusive or unsupported by the available evidence.

We may reasonably request additional information, photographs, videos, product inspection or other evidence to assess a claim.

Where a claim is found to be fraudulent, deliberately misleading or based on misuse, we may refuse discretionary refunds, exchanges or goodwill compensation where legally permitted.

Examples may include:

  • Deliberately damaging a product after delivery

  • Returning a different product

  • Making repeated unsupported claims

  • Providing misleading information

  • Attempting to obtain a refund while retaining the product contrary to the agreed terms

  • Misusing a product and presenting the resulting damage as a manufacturing fault

This section does not permit us to refuse a refund, replacement or other remedy that a customer is legally entitled to receive.

14. BUSINESS, TRADE AND BULK ORDERS

Some orders may be placed by businesses, organisations, event planners, resellers or trade customers.

Business and trade orders may be subject to separately agreed terms, quotations, specifications and payment arrangements.

Customers placing large, bespoke, branded or made-to-order purchases are encouraged to contact us before ordering to confirm:

  • Product specifications

  • Artwork and branding requirements

  • Production times

  • Delivery arrangements

  • Quantities

  • Cancellation terms

  • Return and replacement arrangements

Where a customer is purchasing wholly or mainly for business purposes, different legal rules may apply compared with consumer purchases.

Any separately agreed terms will remain subject to applicable law.

15. CONTACT INFORMATION

If you have any questions about an order, return, replacement or refund, please contact us.

Business Name: Full Favors
Trading Brand: Dhairya International
Customer Service Email: info@fullfavors.co.uk
Business Hours: Monday–Friday, 10:00 AM–6:00 PM UK time

Return Address

Dhairya International
Unit 1 – Suite 2, Liberty Centre
Mount Pleasant
Wembley, London
HA0 1TX
United Kingdom

We aim to respond to customer enquiries as soon as reasonably possible during our business hours.

16. POLICY UPDATES

We may update this Return and Refund Policy from time to time to reflect changes to our products, services, business procedures or applicable legal requirements.

The policy applicable to an order will generally be the version in effect at the time the order is placed, unless a change is required by law or otherwise lawfully applies.

The latest version of this policy may be made available on our website.

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