Last updated: 5 October 2026

We want problems with gifts to be resolved quickly and fairly. This policy explains our standard process and does not affect your statutory rights.

Change-of-mind cancellations for eligible consumer orders

For eligible goods bought online, you normally have 14 days from the day after you receive the goods to tell us you wish to cancel. You then normally have a further 14 days to send the eligible goods back.

To cancel, use our Contact page or email hello@hampercollective.co.uk.

Items where change-of-mind rights may not apply

• goods made to your specification or clearly personalised;
• goods liable to deteriorate or expire rapidly, including certain fresh or chilled foods;
• certain sealed goods not suitable for return for health-protection or hygiene reasons once unsealed.

Because a hamper can contain a mixture of product types, we apply the law to the particular goods in your order rather than assuming every item has the same return status.

Return condition

For an eligible change-of-mind return, you may inspect goods as you reasonably would in a shop. We may reduce a refund if handling beyond what is reasonably necessary has reduced the value of the goods.

Return postage

For a valid change-of-mind return, you are normally responsible for the direct cost of returning the goods unless we agree otherwise. Contact us before returning food, chilled goods or alcohol.

Refund timing

Where a refund is due, we process it within the period required by law. We may wait until we receive the returned goods or evidence that they have been sent back where the law permits.

Where required by law, we refund the standard outbound delivery charge. Any extra amount paid for a premium delivery service beyond the standard service is not normally refundable as part of a change-of-mind cancellation.

Damaged, faulty, unsafe or incorrect goods

If your order arrives damaged, is faulty, unsafe, missing items or not as described, contact us promptly with your order number. Photographs of the outer packaging, shipping label and affected products can help us investigate quickly.

Your rights under the Consumer Rights Act 2015 are not affected. Depending on the circumstances, the appropriate remedy may include replacement, refund or another solution required by law.

Chilled and perishable products

Please report issues with chilled or perishable goods as soon as reasonably possible because their condition can change quickly. Keep the product and packaging until we have advised you what to do, unless it would be unsafe to do so.

Alcohol

Alcohol returns must comply with any delivery, age-verification and carrier requirements that apply. Contact us before returning alcohol.

Personalised goods

Personalised goods are generally not returnable for change of mind where the legal exception applies. If a personalised item is faulty, damaged or does not match the agreed personalisation, contact us and your statutory rights remain unaffected.

Corporate and business orders

Business and bespoke corporate orders may be subject to separate cancellation and return terms agreed in a quotation, purchase order or written contract.

Model cancellation form

To: Hamper Collective (United Flow Ltd)
Email: hello@hampercollective.co.uk
I hereby give notice that I cancel my contract for the sale of the following goods:
Order number:
Goods ordered:
Ordered on / received on:
Name of consumer:
Address of consumer:
Date: