‘Don’t buy these popular Christmas presents’ says expert

Brits are being urged to think twice before snapping up popular personalised Christmas presents this year, as consumer experts reveal that many shoppers unknowingly give up their return rights the moment an item is customised.

Many buyers assume they can simply send something back if it’s the wrong size or colour. But experts warn that one small tweak, such as engraving a name or adding a photo, can instantly wipe out your legal right to a refund.

The hidden rule catching Christmas shoppers out

Under UK consumer law, personalised or made-to-order items are not covered by standard change-of-mind return rights. Retailers may choose to offer goodwill returns, but they are not legally required to do so, and many don’t.

Joe Lytwyn, a personal finance expert at thimbl.com , says: “Personalised gifts are thoughtful, but if something isn’t quite right, they can turn into one of the biggest return traps of the season.

“Many gift-givers don’t realise that once an item has been customised, your legal right to a refund disappears unless the item is faulty. A spelling mistake or wrong size could leave you stuck with a present that nobody wants.”

Martin Lewis, “You have 14 days after delivery in which to tell them you’re sending an item back”

“And 14 days after the point at which you told them to actually send it back”

An excellent explainer from Martin Lewis on the right to return items bought on-line 👏 pic.twitter.com/gJF1od2BR1

— Farrukh (@implausibleblog) July 7, 2025

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Warning over TikTok and online personalised gifts

Joe also warned shoppers to be particularly careful when buying personalised items online, especially through social media platforms.

He says: “Many online sellers operating on platforms such as TikTok know that once something has been personalised, they don’t have to accept a return, and some use this to their advantage.

“Shoppers often only realise that the quality of the item is compromised after it has arrived. To avoid this situation, always preview the design properly, double-check spelling, and avoid any seller that doesn’t publish a clear returns policy.”

The Christmas gifts you can’t return, even unopened

Consumer experts say the following popular presents are among those most likely to leave shoppers out of pocket this Christmas.

1. Personalised gifts

From chopping boards and cushions to prints and ornaments, anything featuring initials, names, dates or messages becomes non-returnable once customised – even if you change your mind.

2. Engraved jewellery

Necklaces, bracelets and rings with names or messages added may look like the perfect present, but once engraved, they cannot usually be returned because the item cannot be resold.

3. Custom mugs and books

Personalised children’s books, slogan mugs and photo-printed accessories fall outside normal return rights. One typo or incorrect image could mean the item is non-refundable.

4. Photo calendars

A festive favourite, but entirely bespoke. Once personal photos are uploaded, these products are classed as made-to-order and cannot be sent back.

Bespoke home décor

Custom neon lights, made-to-measure prints, personalised signs, monogrammed cushions and tailored artwork are all exempt from standard returns if you change your mind.

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The one check shoppers should make before personalising a gift

Retailers often promote generous-sounding return policies, which can give shoppers a false sense of security. However, experts warn that the exclusion for personalised or made-to-order items is usually buried in the small print.

With Christmas shopping becoming increasingly rushed, and often done via social media, consumers are being urged to slow down before personalising any gift.

Before you buy, take time to:

• Double-check spellings before ordering anything customised.
• Only personalise gifts if you are confident the recipient will love them.
• Check the retailer’s returns policy carefully, as some offer voluntary returns while others do not.
• If an item arrives faulty or damaged, you may be protected under Section 75 if you paid by credit card.

Joe adds: “Christmas is expensive enough without accidental no-refund purchases. Being selective about what you personalise and checking items thoroughly before you place an order can make a real difference to your budget.”