Refund, Cancellation & Replacement Policy

At Giftoo, we strive to ensure that our customers are satisfied with their purchases. We carefully process and inspect orders to maintain the quality of our products. However, we understand that there may be situations where a customer may need to cancel an order or request a replacement.

This Refund, Cancellation & Replacement Policy applies to orders placed through Giftoo.in.

1. Order Cancellation Policy

Customers may request cancellation of their order:

Within 24 hours of placing the order, or
Before the order is dispatched, whichever occurs earlier.

To request a cancellation, please email us at hello@giftoo.co with your Order ID and cancellation request.

Cancellation Before Dispatch

If the cancellation request is received within the eligible cancellation period and the order has not yet been dispatched, we will process the cancellation and issue a refund to the original payment method, subject to applicable payment processing timelines.

Cancellation After Dispatch

Once an order has been dispatched/shipped, it cannot be cancelled.

If the customer refuses to accept a dispatched order or the order is returned to us due to customer-related reasons, the applicable deductions mentioned under the Refund Policy may apply.

Customized & Bulk Orders

For personalized, customized, branded, bulk, or corporate orders, cancellation may not be possible once production, customization, printing, engraving, branding, packaging, or other order processing has started.

Customers placing such orders are advised to confirm the product specifications, quantity, customization details, and timeline with our team before finalizing the order.

2. Replacement Policy

We accept replacement requests only in cases where the customer receives a:

Defective product
Damaged product
Incorrect product
Product that does not match the confirmed order due to an error from Giftoo

Replacement requests must be raised within 3 days of delivery.

To request a replacement, please email hello@giftoo.co with:

Order ID
Description of the issue
Clear photographs of the product
Photographs/videos showing the damage or defect, where applicable
Any other information requested by our customer service team

Our team will review the request and may conduct a quality or order verification before approving the replacement.

Replacement Conditions

The replacement will generally be provided for the same product, subject to availability.
If the same product is unavailable, Giftoo may offer:
- A full refund, or
- An alternative product of equal value, as applicable.
Replacement is applicable only where the product was defective, damaged, or incorrectly supplied upon delivery.
Replacement is not applicable for products damaged due to customer mishandling, misuse, accidental damage, improper storage, unauthorized modification, or normal wear and tear.
Minor variations in colour, texture, printing, or appearance that may naturally occur due to manufacturing or screen/display differences may not qualify as a defect.

3. Product Packaging & Return Conditions

If Giftoo requires the product to be returned for inspection or replacement, the customer should retain the:

Original product
Original box and packaging
Tags and labels
Accessories
Invoice, where applicable
Other components supplied with the product

The product should be returned in suitable condition and packaging to prevent further damage during transit.

Where applicable, a return may not be accepted if the product or its original packaging has been intentionally damaged, altered, or discarded, except where such damage is itself the reason for the replacement request.

4. Return Shipping Policy

Giftoo currently does not provide a reverse pickup facility for standard returns or replacement requests.

If a product needs to be returned, the customer may be required to arrange shipment to the return address provided by our team using a reliable courier service.

Return Shipping Charges

For approved cases involving a defective, damaged, or incorrectly supplied product, Giftoo may reimburse or otherwise address the return shipping cost at its discretion after verification.
For returns arising from customer-related reasons, the return shipping cost will be borne by the customer.
Customers are responsible for ensuring that the returned product is packed securely to prevent additional damage during transit.

5. Refund Policy

Where a refund is approved under this policy, the refund process will begin after the applicable verification and quality checks have been completed.

Where a product has been returned to Giftoo, the refund process will generally commence after the product is received at our warehouse and the required inspection is completed.

Please allow up to 7 working days for the refund to be processed after approval.

The time taken for the refunded amount to appear in the customer's account may vary depending on the payment gateway, bank, card issuer, or financial institution.

Refunds will generally be made to the same payment method used when placing the order.

6. Non-Refundable Charges

The following charges are generally non-refundable:

Shipping charges
COD charges
Any other charges specifically identified as non-refundable at the time of purchase

If free shipping was offered with an order, it is important to note that free shipping is a promotional benefit and does not mean that Giftoo incurred no shipping cost.

Where applicable, the actual shipping charges incurred by Giftoo may be deducted from an eligible refund, particularly in cases where an order is refused or returned due to customer-related reasons.

7. Refused or Undelivered Orders

If a customer refuses to accept an order at the time of delivery, or the order is returned to Giftoo because of customer-related reasons, including:

Incorrect or incomplete delivery address
Customer unavailable to receive the order
Repeated failed delivery attempts
Refusal to accept the shipment
Failure to respond to courier communication
Any other customer negligence

Giftoo may deduct the following from any eligible refund:

Restocking fee of up to 20%, and
Applicable shipping/return-to-origin courier charges.

Even when free shipping was provided to the customer, the actual courier charges incurred by Giftoo may still be deducted from the refund.

8. Refund to Bank Account or UPI

Refunds will generally be processed through the original payment method used for the order.

In exceptional circumstances, Giftoo may request the customer's bank account or UPI details for processing a refund.

Customers are responsible for providing accurate information.

Giftoo may not independently validate the correctness of the bank account or UPI details provided by the customer and will not be responsible for funds transferred to an unintended recipient due to incorrect information supplied by the customer.

9. Customized, Personalized & Corporate Orders

Special conditions may apply to:

Personalized products
Customized products
Products with company branding
Logo printing or engraving
Customized packaging
Bulk orders
Corporate gifting orders
Specially manufactured products

Because these products may be produced specifically according to the customer's requirements, they may not be eligible for cancellation, return, or refund once production or customization has started, except in cases involving a verified manufacturing defect, damage during delivery, or an incorrect product supplied by Giftoo.

Customers are advised to carefully confirm:

Product selection
Quantity
Size/specifications
Branding requirements
Artwork/design
Packaging requirements
Delivery details

before confirming the order.

10. Bulk Order Processing & Dispatch

For bulk and corporate orders, the dispatch timeline depends on the size and quantity of the order and the specific requirements involved.

Orders are generally dispatched within 3–5 working days, depending on the order size and quantity.

For customized, personalized, branded, or corporate orders, the actual processing and dispatch timeline may vary depending on:

Order quantity
Customization requirements
Branding/printing
Packaging requirements
Product availability
Order complexity

Our team will confirm the expected processing and dispatch timeline after reviewing the order requirements.

The estimated delivery time is generally 7–10 working days after dispatch, depending on the delivery location and courier service.

11. Delivery Damage or Incorrect Product

Customers are requested to inspect their order upon delivery.

If you receive a product that is damaged, defective, or incorrect, please contact us within 3 days of delivery at hello@giftoo.co.

Please provide clear photographs/videos and your Order ID so that our team can investigate the issue.

Where the issue is verified as being attributable to Giftoo or the shipping process, we will provide an appropriate resolution in accordance with this policy.

12. Refund Processing Time

Once a refund has been approved and all required verification has been completed, Giftoo will initiate the refund process.

Please allow up to 7 working days for us to process the refund.

After the refund has been initiated, the time required for the amount to reflect in the customer's account depends on the relevant payment gateway, bank, card issuer, or financial institution.

If you have received a refund confirmation from Giftoo but the amount has not been credited after the applicable processing period, please contact us at hello@giftoo.co and we will assist you.