Tin Gifts is the trading name of KF Online Ltd, Unit 1 & 2 Tresprison Industrial Estate, Helston, Cornwall, TR13 0QD (registered in England & Wales, company no. 09296565).

Every piece we sell is hand-made in our Cornish workshop from either tin, pewter or bronze, and a large proportion of what leaves us is engraved, dated or made to a size or specification you have chosen. That shapes this policy: your rights on a stock item and on a personalised item are genuinely different, and we would rather set that out plainly here than surprise you later.

If anything below is unclear, email shipping@kfonline.co.uk or call 01326 617227 (Monday to Friday, 07:00–15:00) before you order. We would far rather answer a question in advance than process a return.

1. Faulty, damaged or incorrect items

If an item arrives faulty, damaged in transit, or is not what you ordered, we will put it right — and this applies to personalised items exactly as it does to everything else.

• Tell us within 30 days of delivery and you may reject the item for a full refund, including the postage you paid to receive it. This is your short-term right to reject under the Consumer Rights Act 2015.
• After 30 days, we will repair or replace the item. If a repair or replacement is not possible, or does not resolve the fault, you are entitled to a refund, which may be reduced to reflect the use you have had.
• We pay the return postage on anything faulty, damaged or incorrectly supplied. Do not pay to send it back to us — contact us first and we will arrange it.

Before you return a faulty item, please email shipping@kfonline.co.uk within 30 days of delivery with:

• your order number
• clear photographs of the fault or damage
• for transit damage, a photograph of the outer packaging as it arrived

Photographs let us authorise most claims the same working day, often without you needing to post anything back, and they help us take the matter up with the courier. We will confirm in writing before you send anything to us.

Please note that tin is a soft metal. Fine surface marks, slight variations in colour and small differences between pieces are characteristics of hand-worked pure tin rather than faults, and are part of what makes each item individual.

2. Personalised, engraved and made-to-order items

Personalised and made-to-order items cannot be returned or exchanged if you simply change your mind.

This includes anything engraved with a name, date, initials, message or handwriting; date dice; figurine sets built to your chosen combination; rings and bangles made to a size you have specified; and any item made or altered to your instructions.

Under regulation 28 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day cancellation right does not apply to goods made to a consumer’s specification or clearly personalised. Once we have engraved your wording or cast a piece to your size, it cannot be sold to anyone else.

Your rights are unaffected if the item is faulty, damaged, or does not match what you ordered — including if we have engraved something different from what you submitted. Section 1 above applies in full.

Because we work from exactly what you type at checkout, please check your personalisation carefully before you order: spelling, dates, capitalisation and spacing are reproduced as submitted. If you spot a mistake, email shipping@kfonline.co.uk with your order number as soon as possible. We aim to make items within 2 working days, so if we have not yet started work we will amend it free of charge. If the piece is already engraved we cannot refund it, but we will always tell you what a replacement would cost — we usually offer these at or near our own cost.

3. Changing your mind — non-personalised items

For items that are not personalised or made to order, you have the right to cancel under the Consumer Contracts Regulations 2013.

• You have 14 days from the day you receive your order to tell us you wish to cancel.
• Once you have told us, you have a further 14 days to return the item to us.
• Cancel by emailing shipping@kfonline.co.uk with your order number, or by writing to us at the address at the foot of this page. A clear statement that you are cancelling is enough — you do not need to give a reason.

Condition: items must come back unworn, unused and in their original packaging, including any gift box, pouch or presentation tin. You may handle an item as you would in a shop, but if it has been worn or handled beyond that we may reduce your refund to reflect the loss in value.

Return postage on a change-of-mind return is at your own cost. We recommend a tracked or signed-for service, as we cannot refund items that do not reach us. Please do not send items back without contacting us first. Please ensure you have put a note with your name and order number as without this we will be unable to figure out where it is from. 

Your refund will cover the price of the item plus the standard outbound delivery charge you paid. Where you chose an upgraded or express service, we refund the standard rate only. We will refund within 14 days of receiving the item back, to the original payment method.

Sale items are returned on exactly the same terms as full-price items. Your statutory rights do not change because something was discounted.

4. Ring, bangle and jewellery sizing

Sizing is the most common reason customers come back to us, so it has its own section.

• Sized-to-order pieces (any ring or bangle made to a size you specified) are personalised items under section 2 and cannot be returned for a change of mind or a change of size.
• We can usually resize — please ask before assuming a piece is unusable. Resizing is charged at our standard workshop rate plus return postage, and we will quote you before doing any work. Some designs, and any piece set with stones, cannot be resized; we will tell you honestly if yours is one of them.
• Stock rings held in standard sizes and returned unworn fall under section 3, and can be exchanged for a different size within the 14-day window, subject to availability. We can send you a returns label but will expect you to cover the cost of us sending out the replacement. 
• If we have made a piece to a different size from the one you ordered, that is our error and section 1 applies — we will remake or refund at our cost.

If you are unsure of a size, contact us before ordering. We are happy to talk it through, and it is far cheaper for both of us than a resize.

5. Late, lost or undelivered parcels

Most UK orders arrive within 1–3 working days of dispatch, though hand-made and personalised items take longer during busy periods. Please allow the full delivery window before treating a parcel as lost.

We can raise a claim with Royal Mail once an item is genuinely overdue — 10 working days after the due delivery date for UK orders, and 20 working days for international orders. Contact us at shipping@kfonline.co.uk with your order number and we will start that process.

• Where a parcel is confirmed lost, we will remake and resend your order at no cost to you. For personalised pieces this is almost always quicker than a refund and re-order, as we still hold your details.
• If you would prefer a refund rather than a replacement, tell us and we will process one.
• If a parcel is returned to us as undelivered because the delivery address was incomplete or incorrect, or because it was not collected from a delivery office, we will happily resend it once the redelivery postage has been paid.
• Delivery timescales for international orders exclude time spent in customs. Any import duties or taxes are the responsibility of the recipient and are not refundable by us.

6. Gifts

Many of our pieces are bought as gifts, particularly for 10th wedding anniversaries, so the buyer and the recipient are often different people.

• Refunds are always made to the person who paid, and to the card or account they used.
• If you received one of our items as a gift and there is a problem with it, contact us anyway — we will do what we can, and we will be discreet about the price paid.
• Where a gift is faulty, we will replace it and deal with the recipient directly.
• If you are buying well in advance of an anniversary or occasion, please tell us at the time of ordering. We will note it on your order and treat any subsequent issue sympathetically, even if the strict 30-day window has passed.

7. How to start a return

1. Email shipping@kfonline.co.uk with your order number and what has gone wrong, attaching photographs if the item is faulty or damaged.
2. Wait for our reply before posting anything. We will confirm whether a return is needed, and where to send it.
3. Package the item securely, including its original box or pouch, and use a tracked service if you are covering the postage yourself.
4. Refunds are processed within 14 days of us receiving the item, or within 14 days of us agreeing a refund where no return is needed. Your bank may take a further 3–5 working days to show the credit.

If more than 10 working days have passed since we confirmed your refund and it has not appeared, contact your card issuer first, then email us and we will chase it.

8. Contact us

Tin Gifts (KF Online Ltd)
Unit 1 & 2 Tresprison Industrial Estate
Helston
Cornwall
TR13 0QD
United Kingdom

Returns, refunds and delivery enquiries: shipping@kfonline.co.uk
Telephone: 01326 617227
Monday to Friday, 07:00–15:00. Closed weekends and bank holidays.

Registered in England & Wales, company number 09296565.

This policy sets out how we handle returns and refunds. It does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If we cannot resolve a complaint between us, you can seek free advice from Citizens Advice on 0808 223 1133.