Refund policy
Refund Policy
This policy applies to all orders placed with Rome Media Group BV, trading as Happy Unwrapping, Pastoor Jacobsweg 100, 6226 VX Maastricht, the Netherlands. KvK 92806686. VAT NL866179082B01.
Personalized items cannot be returned for a change of mind
Every product we sell is made to order and personalized to the details you supply. Once production has begun, the item cannot be resold to anyone else. For that reason we do not accept returns or issue refunds for change of mind, and the statutory right of withdrawal does not apply.
If your order is shipped within the European Union, this reflects Article 16(c) of the EU Consumer Rights Directive, which exempts goods made to the consumer's specifications or clearly personalized from the 14-day right of withdrawal.
This does not affect your legal rights if something is wrong
Nothing in this policy limits your statutory rights. If an item is faulty, damaged, or not as described, you are entitled to a remedy under applicable consumer law, and we will provide one.
If the fault is ours
We will put it right at no cost to you if your item arrives:
- damaged in transit;
- with a production fault, misprint, or misaligned engraving;
- personalized differently from the details you submitted;
- as the wrong product altogether.
We will produce and ship a replacement of the same personalized item at our expense. You will not be charged again, and you do not need to return the faulty item unless we specifically ask you to. Where a replacement is not possible, we will refund you in full.
How to report it
Email service@happyunwrapping.com within 14 days of delivery with your order number and clear photographs of the issue and, where relevant, the packaging. Once we have confirmed the fault, your replacement is produced and dispatched immediately.
If the error is in the details you supplied
We reproduce exactly what you enter. Orders that are misspelled, carry the wrong initials, the wrong date, or an incorrect device model are not eligible for a free replacement, because these are not production faults. Before adding an item to your cart, the personalization editor shows you a preview of how your text will appear — please check it carefully, particularly the spelling of names.
If you would like us to remake an item after an error of this kind, contact us and we will quote you for a fresh production run.
Cancellations
Because production starts quickly, we cannot guarantee that an order can be cancelled or amended after it is placed. If you need to change something, email us immediately with your order number. If production has not yet begun we will do what we can; once it has, we cannot.
Undeliverable or unclaimed parcels
If a parcel is returned to us because the address was entered incorrectly or the delivery was not collected, we will contact you to arrange redelivery. Additional shipping charges may apply.
Complaints
If you are unhappy with how a claim has been handled, write to service@happyunwrapping.com with the subject line "Complaint". We will respond within 14 days. Consumers resident in the European Union may also use the European Commission's Online Dispute Resolution platform at ec.europa.eu/odr.
Contact
Questions about this policy: service@happyunwrapping.com.