Return refund policy page
At The Giftz, we put our heart into curating every gift to ensure it brings a smile to your face and to your loved ones. We understand that sometimes things might not go as planned. Therefore, we have crafted a hassle-free return and refund policy to ensure your shopping experience with us is seamless and secure.
Please read this policy carefully to understand our guidelines regarding returns, replacements, and refunds.
1. Eligibility for Returns
Due to the nature of our products (personalized items, curated gift hampers, and seasonal goods), we maintain a selective return policy. To be eligible for a return or replacement, your item must meet the following conditions:
- Damaged or Defective Items: The product arrived in a physically damaged, broken, or defective condition.
- Incorrect Item Received: The item delivered is significantly different from what you ordered (e.g., wrong size, color, or design).
- Missing Components: Parts of the gift hamper or order are missing.
Note: Returns must be requested within 48 hours of delivery.
2. Non-Returnable Categories
We cannot accept returns, exchanges, or issue refunds for the following categories unless they arrive damaged or defective:
- Personalized / Custom-Made Items: Products that are custom-engraved, printed with personal photos/names, or specially curated upon request.
- Perishable Goods: Flowers, chocolates, cakes, and other food items.
- Opened or Used Items: Any product that has been used, washed, or tampered with after delivery.
3. The Unboxing Video Mandate
To process any claim regarding damaged, defective, or missing items efficiently, a continuous, unedited unboxing video is mandatory.
- The video must start from the point where the outer shipping box/packaging is unopened and clearly show the shipping label.
- Claims without a valid unboxing video may be subject to rejection.
4. How to Initiate a Return or Replacement
If you face any issues with your order, please follow these steps within 48 hours of delivery:
- Contact Us: Drop us an email at support@thegiftz.in or WhatsApp us with your Order ID and the issue description.
- Share Media: Attach clear photographs and the mandatory unboxing video showing the defect or damage.
- Review & Approval: Our quality team will review your request within 24–48 business hours. Once approved, we will guide you through the reverse pickup or replacement process.
5. Refunds Policy
Once your returned item is received and inspected by our team, we will notify you of the approval or rejection of your refund.
- Approved Refunds: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (Credit Card, Debit Card, Net Banking, UPI, etc.) within 5–7 business days.
- Cash on Delivery (COD) Orders: For COD orders, we will require your bank account details or UPI ID to process the refund securely via bank transfer.
- Shipping Charges: Original shipping fees (if any) are non-refundable.
6. Cancellations
- Standard Orders: You can cancel your order within 24 hours of placement or before it has been dispatched, whichever is earlier, for a full refund.
- Personalized / Custom Orders: Cancellations for custom or personalized items are only accepted within 4 hours of placing the order, as production begins immediately thereafter.