Refund & Cancellation Policy

1Our commitment to you

Every Send My Gift order is packed by hand and checked before it leaves us. We take quality seriously because we know your gift marks a moment that matters to someone.

If something goes wrong — a damaged item, a wrong product, a missing piece — we will fix it. This policy explains exactly how, so there are no surprises on either side.

2Cancellations

Whether you can cancel depends on the order type and how much notice you give us. Here is the full breakdown:

3When you can claim a refund or replacement

All complaints must be raised within 24 hours of delivery with clear photo evidence via WhatsApp. We cannot process complaints raised after this window.

4How to raise a complaint

Follow these steps to ensure your complaint is reviewed quickly:

• Contact us on WhatsApp at +92 334 4434999 within 24 hours of delivery.
• Send clear photos of the issue — the item received, the packaging condition, and any visible damage. Complaints without photo evidence cannot be processed.
• Include your order reference, or the name and address the order was placed under.
• Our team will review your complaint and respond within 24 hours of receiving it.

5Resolution options

Once your complaint is verified, we will offer one of the following — the most appropriate option based on the nature of the issue:

6Refund processing by payment method

Refunds are always returned via the same method used to pay. Here are the timelines for each:

7Customized & personalized orders

These orders are built specifically for you, which means they carry different terms:

• No returns or refunds on completed customized orders where the personalization details were approved by the customer before production.
• If there is a production error on our end — wrong name printed, wrong design used despite correct approval — we will replace the item at no charge.
• The customer is responsible for verifying all personalization details before approving production. We are not liable for errors in customer-provided information (spelling of names, dates, messages).
• Advance payments for customized orders are non-refundable once work has been initiated, regardless of cancellation reason.

8Perishable items

Some gift boxes include items that are perishable in nature — chocolates, candles, dried flowers, or food products. The following applies:

• Perishable items are non-returnable once the order has been delivered and accepted.
• If a perishable item arrives visibly damaged or spoiled, report the issue immediately via WhatsApp with photos — before opening or consuming the item further.
• Complaints about perishables after the item has been opened and used or consumed will not be accepted.
• During summer months (May–August), heat-sensitive items like chocolates may experience minor texture changes during transit. We take extra precautions but cannot be liable for changes caused by ambient temperature beyond our control.

9What is never eligible for a refund

To be completely transparent, the following situations are not covered under any circumstances:

• Complaint raised more than 24 hours after delivery
• Opened, used, or consumed perishable items
• Completed customized and personalized products where customer-provided information was incorrect
• Orders where delivery failed due to customer error (wrong address, unreachable recipient, refused delivery)
• Damage claims with no photo evidence
• Orders cancelled on the day of delivery
• Change of mind after order confirmation
• Minor variations in packaging presentation that do not affect the product itself