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, whether a damaged item, a wrong product or 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 reply within 24 hours of receiving your complaint and resolve it within 48 hours.

5Resolution Options

Once your complaint is verified, we will offer one of the following, whichever is most appropriate for 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, such as a wrong name printed or the 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 information the customer provided (spelling of names, dates, messages).
• Customized orders are booked with 50 percent in advance, or full payment for delivery the same day or the next day. The advance on a custom order is not refunded once work has started, whatever the reason for cancelling. If you cancel before work starts, the advance is refunded.
• Custom orders, such as custom cakes and personalised items, take 2 to 3 days to make.

8Perishable Items

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

• Perishable items cannot be returned 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 to 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.

9If the Recipient Is Not Available

Gifts are usually a surprise, so this does happen. Here is exactly what we do and what it costs.

• We make one delivery attempt. If the recipient is not available, we call you, the sender, to agree who can receive the gift at the same address.
• If nobody can be reached inside the delivery window, we bring the gift back and message you the same evening.
• Fresh flowers, cakes and food items cannot be held overnight. Once the attempt has been made these are not eligible for redelivery or a refund.
• Everything else can be redelivered on the next available date. A redelivery charge applies and we confirm the amount with you on WhatsApp before we send it out again.

10What Is Never Eligible for a Refund

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

• Quality complaint raised more than 24 hours after delivery
• Opened, used, or consumed perishable items
• Completed customized and personalized products where the information provided by the customer 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