Last updated: 7 October 2026
At Gifts Unseen Trade, every product we supply is prepared specifically for the individual business ordering it.
Whether it’s your company branding, an agreed design, customer personalisation, bespoke artwork or products prepared specifically for your trade account, your order is unique to your business.
Because of this, products supplied by Gifts Unseen Trade cannot normally be returned, exchanged or cancelled once production has started.
Every Order Is Made for Your Business
Unlike a traditional wholesaler supplying standard stock that can simply be placed back on a shelf, our products are produced around the individual requirements of each trade customer.
This could include:
Your company branding • Your logo • Bespoke designs • Customer names • Addresses • Personal messages • Individual artwork • Agreed specifications
Even where individual customer details aren’t included, products may still be produced specifically according to the designs, specifications and arrangements agreed for your business.
This means we cannot simply resell your products to another customer.
For this reason, once an order has entered production, we are generally unable to accept returns, exchanges or cancellations where there is no fault with the products supplied.
Please Check Everything Before Ordering
Because your products are made specifically for you, it’s extremely important that all information is checked carefully before an order is submitted or a design is approved.
Please check:
Names • Addresses • Dates • Spelling • Wording • Logos • Artwork • Quantities • Product Choices • Design Details
Where we manufacture a product correctly using information or artwork supplied or approved by you, we cannot normally provide a refund or free replacement if that information later turns out to be incorrect.
If you’ve spotted a mistake, contact us as quickly as possible.
If production hasn’t started, we will always try to help.
Changed Your Mind?
We understand that plans sometimes change.
However, because products are produced specifically for your business and cannot reasonably be resold to another trade customer, we cannot normally accept a return or provide a refund simply because:
- You have changed your mind
- You no longer require the products
- You ordered the incorrect quantity
- Incorrect information was supplied to us
- Incorrect artwork was supplied or approved
- Your customer has changed their mind
- You are unable to resell the products
- Your business requirements have changed after production began
Please therefore make sure you’re happy with your order before submitting or approving it.
If We’ve Made a Mistake
While personalised products can’t normally be returned, that’s completely different from something going wrong at our end.
If Gifts Unseen Trade has made an error, we want to know about it.
This could include:
- Incorrect personalisation compared with the information supplied
- Incorrect products being sent
- A manufacturing fault
- Products arriving damaged
- An agreed design not being produced correctly
Contact us as soon as reasonably possible and we’ll investigate.
Where we’re responsible for the problem, we’ll work with you to put things right.
Depending on the circumstances, this may involve a replacement, correction, refund or another appropriate solution.
Damaged or Faulty Products
If you believe a product is faulty or has arrived damaged, please contact us as soon as reasonably possible after discovering the issue.
Please send us:
Your order number
A description of the problem
Clear photographs of the affected product
Photographs of the packaging if the product was damaged during delivery
Please keep the product and its packaging while we investigate, as these may be required for assessment or a delivery claim.
Incorrect Personalisation
If we’ve made a personalisation error compared with the information you provided, please contact us and we’ll investigate.
However, if the product matches the information, spelling, artwork or design that you supplied or approved, the product will normally be considered correctly produced.
For example, if a customer’s name is submitted to us with an incorrect spelling and we manufacture the product using that spelling, we cannot normally provide a free replacement.
We will still try to help where possible, so please contact us if this happens.
Don’t Return Products Without Contacting Us
Please do not send products back to Gifts Unseen Trade without contacting us first.
Because our products are bespoke to individual businesses, returning an item does not automatically mean that a refund will be issued.
Any agreed return must first be authorised by us.
Contact:
We’ll provide further instructions where a return is required.
Refunds & Replacements
Where we’ve investigated an issue and agreed that a refund, replacement or correction is appropriate, we’ll explain the next steps.
Depending on the circumstances, we may:
Replace the affected product
Correct or remake the product
Refund the affected product
Offer another appropriate resolution
Where only part of an order is affected, any remedy may apply only to the affected products.
Business-to-Business Orders
Gifts Unseen Trade is a business-to-business (B2B) service.
Products purchased through our trade service are supplied for purposes connected with the customer’s business, trade, craft or profession.
Our trade terms are therefore different from the terms that may apply when an individual purchases a product from our retail Gifts Unseen business for personal use.
Consumer change-of-mind and cancellation rights do not necessarily apply to B2B purchases.
Nothing within this policy is intended to exclude or restrict any rights or remedies that cannot legally be excluded.
We Will Always Try to Help
Personalisation is at the heart of what we do.
It also means that once we’ve made something specifically for your business, we can’t simply put it back into stock and sell it to somebody else.
That’s why we ask our trade customers to carefully check orders before submitting them.
But we’re also a small, family-run business.
If something genuinely isn’t right, talk to us.
We’ll look at what has happened and always try to find a fair and reasonable solution.
Contact Gifts Unseen Trade
If you have a question about an order, return, fault or this policy, please contact:
Gifts Unseen Trade
29 George Street
Broughton
DN20 0LB
United Kingdom
Email: sales@giftsunseen.com
Gifts Unseen Trade
Made for your business. Made to your requirements. Made uniquely for you.