Refund and Returns Policy

Refund & Return Policy – Giftbox Wale

At Giftbox Wale, our mission is to create thoughtfully designed and high-quality customized gifts that make your special occasions memorable. Every product is uniquely crafted based on the photos, text, and artwork you provide, ensuring that each order is truly one-of-a-kind.

Because these items are personalized exclusively for you, our Refund & Return Policy has been carefully designed to ensure clarity, fairness, and transparency while safeguarding the integrity of our customization process.

1. Customized Products (Non-Returnable & Non-Refundable)

All personalized items (including but not limited to photo mugs, printed canvases, cushions, t-shirts, keychains, and other personalized gifts) are non-returnable and non-refundable.
Since these products are created specifically for each customer, they cannot be reused, resold, or re-manufactured.
Order cancellations, changes, or modifications are not allowed once an order is confirmed, as production begins immediately.

2. Refunds & Replacements (Eligibility Criteria)

A refund or replacement will only be considered in the following situations:

The product received is damaged, broken, or defective upon delivery.
The customization (photo, text, or design) is significantly different from what was provided or approved by the customer.
An incorrect product (different from what was ordered) has been delivered.

Conditions for Making a Claim:

Customers must report any issue within 24 hours of delivery.
A complete, unedited package-opening video (from the moment of unsealing the package until the product is fully revealed and inspected) is mandatory.
Clear photographs of the defect/damage must also be provided.
Claims submitted without this required evidence, or after the 24-hour period, will not be eligible for refunds or replacements.

Review & Approval Process:

All claims are carefully reviewed by the Giftbox Wale Quality Assurance Team.
Refunds or replacements are determined strictly through a merit-based assessment of the provided evidence, product condition, and order details.
Refunds/replacements will proceed only once the claim is validated.

Return Shipping Charges:

If a return is approved, the customer is responsible for arranging and covering all return shipping charges.
Products must be returned in their original packaging, unused, and securely packed to prevent transit damage.
In the event a replacement has been approved, Giftbox Wale will bear the cost of shipping the replacement product back to the customer.

3. Important Exceptions & Limitations

Refunds or replacements will not apply under the following circumstances:

Low-resolution, blurred, dark, or pixelated images uploaded by the customer.
Spelling mistakes, wrong dates, or text errors submitted by the customer.
Minor color or brightness variations due to screen-to-print differences.
Slight size, shape, or placement variations that are within acceptable industry standards.
Dissatisfaction due to personal preference (e.g., “I don’t like the product after receiving it”).
Delays caused by courier/logistics partners, weather conditions, or factors beyond our control.
Orders where customers refuse delivery without valid reasons.

4. Customer Responsibilities for Customization Files

Customers must provide accurate and high-resolution photos, designs, and text.
Giftbox Wale is not responsible for results affected by poor-quality images, spelling/grammatical mistakes, or unclear input.
Refunds or replacements cannot be granted for these reasons.

5. Order Cancellations

As all products are personalized and produced on demand, production starts immediately after order confirmation.
Therefore, orders cannot be cancelled, modified, or refunded once placed.

6. Refund Timeline

Approved refunds are initiated promptly and may take up to 5–7 business days from date of approval.
Refunds are credited back to the original method of payment, unless the customer chooses to receive store credit instead.
In some cases, partial refunds may be issued when:
- Only certain items in a multi-item order are affected.
- Issues are minor but accepted as valid (within reasonable tolerances).

7. Non-Delivery or Lost Shipments

If a shipment is lost in transit or undelivered due to courier error, Giftbox Wale will provide a replacement or full refund after verification with the shipping partner.
If the non-delivery occurs due to incorrect address provided by the customer, refusal to accept, or missed courier attempts, the order will not be refunded. Reshipment can be arranged at additional cost.

8. Contact & Support

At Giftbox Wale, customer satisfaction and trust are our highest priorities. While we cannot accommodate cancellations or dissatisfaction due to preference on personalized items, we are committed to ensuring that all genuine cases of damage, defect, or incorrect delivery are handled with fairness.

For assistance and claims:

📧 Email: support@giftboxwale.com
📞 Phone/WhatsApp: +91-XXXXXXXXXX
🕒 Working Hours: Monday – Saturday, 10:00 AM – 7:00 PM

Our team will guide you through the claim process responsibly, provided it falls under our eligible criteria.