Terms & Conditions

1Acceptance of terms

By placing an order with Send My Gift — whether through our website at sendmygift.pk, our WhatsApp number, or any of our social media channels — you confirm that you have read, understood, and agreed to these Terms & Conditions in full.

If you do not agree with any part of these terms, please do not place an order. These terms apply to all customers regardless of how the order was placed.

2Ordering & payment

Orders can be placed through:

• Our website: sendmygift.pk
• WhatsApp: +92 334 4434999
• Instagram or Facebook DMs (confirmation via WhatsApp required)

We accept the following payment methods:

• Cash on Delivery (COD) — available within standard delivery zones in Lahore and Gujranwala
• Bank transfer / EasyPaisa / JazzCash — advance payment required for customized or personalized orders
• Online card payment via website checkout

An order is considered confirmed only after you receive a confirmation message from our team via WhatsApp. Acknowledgment of your inquiry or initial message does not constitute order confirmation.

3WhatsApp orders

Send My Gift accepts orders via WhatsApp as a primary ordering channel. The following conditions apply to all WhatsApp-placed orders:

• Orders must include: recipient name, full delivery address, contact number, occasion, preferred delivery date, and chosen product or customization details.
• An order is only confirmed when our team sends a written confirmation message. Verbal (voice note) discussions without a written confirmation are not binding on either party.
• Order details shared over WhatsApp are treated with full confidentiality and are not shared with third parties.
• Screenshot records of the WhatsApp conversation serve as the agreed order specification in case of any dispute.

4Delivery policy

We make every effort to deliver on the date and within the time slot requested. The following conditions apply:

• Standard delivery time slots: 11:00 AM – 8:00 PM, Sunday to Friday.
• Same-day delivery is available for orders placed before 12:00 PM, subject to slot availability.
• Timed deliveries (e.g., “by 6 PM”) are accommodated as a best effort. We cannot guarantee exact timing due to traffic, address issues, or high-volume periods.
• On high-demand days — Eid, Valentine’s Day, wedding season weekends — delivery windows may be extended. We will notify customers in advance where possible.

Delivery is attempted once. If the recipient is unavailable and no alternative arrangement has been agreed upon, the order will be considered delivered. No refund will be issued in this case. Please ensure the recipient is reachable at the time of delivery.

If an incorrect or incomplete address is provided, Send My Gift is not responsible for non-delivery. Re-delivery, if possible, will be charged at the standard delivery fee.

5Delivery areas

Send My Gift currently delivers within the following areas:

• Lahore — all major localities and housing societies within city limits
• Gujranwala — city areas and major residential colonies

Deliveries outside these two cities are not available at this time. We do not currently offer inter-city shipping between Lahore and Gujranwala for individual orders. Each city’s orders are fulfilled locally.

Delivery availability for specific areas or far-flung localities within Lahore or Gujranwala may be confirmed at the time of order. We reserve the right to decline delivery to areas that are outside our current coverage zone.

6Product descriptions & images

We take care to present our gift boxes and hampers accurately. However, the following conditions apply:

• Product images on our website and social media are representative. Minor variations in packaging, arrangement, or item presentation may occur.
• Due to seasonal or supplier availability, specific items within a gift box may be substituted with items of equal or higher value. The overall theme, quality, and value of the box will be maintained.
• Color variations in physical products (ribbons, tissue paper, box colors) may differ slightly from on-screen representations.
• All prices listed are in Pakistani Rupees (PKR) and are inclusive of standard packaging. Delivery charges are added at checkout or communicated at order confirmation.

7Customized & personalized orders

Send My Gift offers customized gift boxes and personalized items including custom message cards, name tags, and occasion-specific add-ons. The following terms apply:

• Customized orders require advance payment. No customized order is produced without confirmed payment.
• The customer is responsible for providing accurate personalization details (names, messages, spellings). Send My Gift is not liable for errors resulting from incorrect information provided by the customer.
• Proofs or previews will be shared via WhatsApp before production for applicable items. Approval via WhatsApp constitutes final sign-off.
• Customized orders cannot be cancelled once production has begun.
• Production time for customized orders is typically 24–48 hours. Rush orders may be accommodated subject to availability and may incur an additional charge.

8Cancellations & order changes

We understand that plans change. The following cancellation policy applies:

• Standard (non-customized) orders: free cancellation up to 12 hours before the confirmed delivery date.
• Customized orders: cannot be cancelled once production has started. If cancelled before production, the advance payment is non-refundable to cover sourcing and administrative costs.
• Order changes (date, address, item) are accepted up to 24 hours before delivery. Changes requested after this window will be accommodated as best effort only.
• Cancellations on the day of delivery are not accepted.

To cancel or modify an order, please contact us via WhatsApp at +92 334 4434999 and quote your order reference or confirmation message timestamp.

9Refunds & complaints

Customer satisfaction is our priority. If you have a complaint about the quality, condition, or delivery of your order, please contact us within 24 hours of delivery with photos of the issue via WhatsApp.

Complaints will be reviewed and resolved within 48 hours. Resolution options include:

• Replacement of the damaged or incorrect item
• Partial or full store credit for a future order
• Partial refund (at our discretion, based on the nature of the complaint)

Refunds are not available for the following:

• Delivery failure due to incorrect address or unreachable recipient
• Completed customized orders
• Change of mind after order confirmation
• Complaints raised more than 24 hours after delivery

10User conduct

Customers interacting with Send My Gift — whether on our website, WhatsApp, or social media — agree to conduct themselves respectfully. The following are strictly prohibited:

• Placing fraudulent orders with no intent to pay
• Providing false delivery addresses or recipient information
• Using our platform to send offensive, threatening, or inappropriate messages to our team
• Requesting deliveries containing illegal or harmful content in any messaging or gift materials

Send My Gift reserves the right to refuse or cancel any order, and to block a customer, if fraudulent or abusive behavior is detected. No refund will be issued in such cases.

11Intellectual property

All content on sendmygift.pk including the brand name, logo, product photography, packaging design, website design, written content, and social media assets are the property of Send My Gift. Unauthorized reproduction, copying, or commercial use of any content is strictly prohibited and may result in legal action.

Customer photos shared with us via WhatsApp or social media for personalized orders are used solely for order fulfillment and may, with permission, be shared as testimonial content on our channels.

12Limitation of liability

Send My Gift’s liability in any dispute is limited to the value of the order placed. We are not liable for:

• Emotional distress or indirect loss resulting from delayed or failed delivery
• Events outside our control including road closures, strikes, natural events, or power outages
• Third-party courier failures where an external delivery service is involved

13Changes to these terms

Send My Gift reserves the right to update these Terms & Conditions at any time. Changes will be published on sendmygift.pk with an updated effective date. Continued use of our services after any update constitutes acceptance of the revised terms.

For any significant policy changes, we will notify active customers via WhatsApp broadcast where applicable.