Return & Refund Policy

1) Scope and Acceptance

1.1 This Return & Refund Policy applies to all orders placed with Gifts360 via our website, WhatsApp, phone, or any other confirmed ordering channel.
1.2 By placing an order, you agree to this Policy along with our Terms & Conditions.

2) Key Definitions

2.1 “Perishable Products” include items with limited shelf life or freshness sensitivity, including (without limitation) flowers, cakes, chocolates, sweet treats, and gourmet platters.
2.2 “Non-Perishable Products” include items such as candles, wellness items, certain gift accessories, and select non-food gifts (where applicable).
2.3 “Scheduled Delivery Time/Date” means the delivery date and/or time window selected at checkout or confirmed by us via WhatsApp/phone.
2.4 “Delivery Attempt” means a visit by our rider/courier to the provided address to complete delivery.
2.5 “Refund Method” means refund to the original payment method where feasible, or an alternative method/store credit at Gifts360’s discretion.

3) No “Returns” for Perishables

3.1 Due to hygiene, safety, and freshness standards, Perishable Products are not returnable once delivered.
3.2 Refunds for Perishable Products (if eligible) are handled strictly under the “Refund Eligibility” section below and require timely reporting and verification.

4) Order Changes vs. Cancellations (Non-Negotiable Rules)

4.1 Changes may include edits to message cards, delivery instructions, minor customizations, or adding items.
4.2 Cancellations mean stopping the order entirely.

Cancellations
4.3 No same-day cancellations. Orders placed for Same-Day or 2-Hour Express delivery cannot be cancelled.
4.4 No cancellations within 24 hours. Cancellation requests made within 24 hours of the Scheduled Delivery Time/Date are not eligible for any refund.
4.5 For cancellation requests more than 24 hours before the Scheduled Delivery Time/Date, we will review eligibility based on fulfillment status and product type. If cancellation is approved, payment processing fees (if any) may be deducted.

Changes / Modifications
4.6 Once an order is confirmed, additions may be allowed (subject to feasibility, stock availability, and payment).
4.7 Once an order is confirmed, deductions/removals are not permitted, including removing items to reduce the order value.
4.8 For Perishable Products, changes may not be possible once preparation has started. We will confirm feasibility as quickly as possible

5) Quality Check Responsibility

5.1 Gifts360 and/or its approved vendors are responsible for quality checks prior to dispatch.
5.2 Customers are not responsible for quality checking before dispatch.
5.3 Where a quality concern is reported, we assess it based on the reported evidence and our dispatch/fulfillment records.

6) Refund Eligibility (What Qualifies)

A refund, partial refund, replacement, or store credit may be offered only where an issue is verified and falls into one of the categories below:

6.1 Wrong item delivered (material mismatch from what was confirmed).
6.2 Missing items (an item paid for was not included).
6.3 Damaged on arrival (significant damage attributable to handling in transit).
6.4 Verified quality issue present at delivery (e.g., spoiled food item at arrival, severely compromised bouquet condition), subject to the reporting windows in Section 8.

What does NOT qualify
6.5 Refunds are not provided for:

●      6.5.1 Recipient unavailability, refusal, or inability to contact the Recipient.

●      6.5.2 Incorrect or incomplete delivery details provided by the Customer.

●      6.5.3 Delays caused by access restrictions, security policies, traffic, weather, or other factors beyond our reasonable control (where a delivery attempt is made).

●      6.5.4 Preference-based reasons (e.g., “didn’t like it,” “expected it to look different”), except where there is a verified material mismatch.

●      6.5.5 Normal natural variation in flowers (seasonality, shade variance, bloom size), or minor presentation differences that do not change the overall value/intent.

●      6.5.6 Issues caused after delivery by delayed receipt, improper storage, mishandling, or environmental exposure.

7) Delivery Failure, Re-Attempts, and Refund Treatment (Non-Negotiable Rules)

7.1 You are responsible for providing an accurate address and working Recipient contact details.
7.2 If delivery cannot be completed due to incorrect information, Recipient unavailability, refusal, or restricted access, we will attempt coordination via WhatsApp/phone where reasonably possible.

Single re-attempt rule
7.3 If delivery fails for Customer/Recipient-related reasons, we will make one (1) re-attempt within a feasible time window (based on route and operational constraints).

2-Hour Express + Perishables — no redelivery
7.4 For 2-Hour Express deliveries and/or Perishable Products, redelivery is not guaranteed and may not be possible due to freshness and product integrity. Where freshness would be compromised, the order may be closed as “attempted.”

Refund outcome on failed delivery
7.5 If delivery remains unsuccessful after the permitted attempt(s) due to Customer/Recipient-related reasons:

●      7.5.1 You may be eligible for a refund of the product value only where applicable (and subject to product condition/feasibility), but

●      7.5.2 Delivery charges and the delivery attempt fee are non-refundable and will be charged/deducted from any refund.
7.6 We may keep proof of delivery attempt (call logs, time stamps, location verification, security desk confirmation) to support resolution.

8) Reporting Windows and Evidence Requirements

8.1 To be eligible for review, issues must be reported within the timelines below:

Perishable Products:
8.2 Report any eligible issue within 2 hours of delivery. Claims submitted after this window may not be accepted due to product sensitivity and storage factors.

Non-Perishable Products:
8.3 Report any eligible issue within 48 hours of delivery.

Evidence required (mandatory):
8.4 To process a claim, you must provide:

●      8.4.1 Order number and recipient details,

●      8.4.2 Clear photos (and short video where relevant) showing the issue, and

●      8.4.3 Any supporting information requested by our team for verification (e.g., packaging condition, item labels).

8.5 Claims may be declined if evidence is insufficient, unclear, or inconsistent with dispatch records.

9) Resolution Options (What We May Offer)

9.1 If a claim is verified, Gifts360 may offer one of the following, depending on product type, timing, and feasibility:

●      9.1.1 Replacement (where possible and freshness allows),

●      9.1.2 Partial refund (for missing components or partial impact),

●      9.1.3 Full refund (in limited verified cases), or

●      9.1.4 Store credit (if requested or where refund routing is not feasible).
9.2 For Perishable Products and 2-Hour Express deliveries, replacement may not be possible; resolution will typically be refund/credit-based where eligible.

10) Refund Method and Processing Timelines

10.1 Refunds are issued to the original payment method where possible. If not feasible, an alternative method or store credit may be offered.
10.2 Once approved, refunds are typically processed within 5–10 business days, subject to banking/payment provider timelines.
10.3 Any non-refundable components (including delivery/attempt charges where applicable) will be clearly communicated before the refund is finalized.

11) Customized / Personalized Items

11.1 Customized or personalized products (including custom text, printed items, or bespoke builds) are not eligible for return or refund unless defective, materially incorrect, or damaged on arrival (verified under Section 6 and reported within the window in Section 8).

12) Corporate and Bulk Orders

12.1 Corporate/bulk orders may have separate confirmation steps (recipient lists, branding, delivery routing, or scheduled drops).
12.2 Once a corporate/bulk order is confirmed and processing begins, cancellations and deductions are restricted in line with Section 4.
12.3 Any agreed corporate-specific terms (written confirmation) apply alongside this Policy.

13) Contact Us

To report an issue or request support, contact:

●      Email: info@gifts360.com.pk

Please include your order number, delivery date/time, and photos/videos for faster processing.

14) Governing Law and Jurisdiction

14.1 This Policy is governed by the laws of Pakistan.
14.2 Courts of Karachi, Pakistan shall have jurisdiction over disputes arising from this Policy.