This policy explains how order cancellations, returns, replacements, and refunds work on www.giftynia.com, operated by GIFTYNIA ( “GIFTYNIA”, “we,” “us”). It applies to every order placed on the Site and is written to comply with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.
1. Order cancellation
- You may cancel an order free of charge any time before it is marked “Packaging” or “Shipped” in your order tracking timeline, from your account’s order history or by contacting giftyniaofficial@gmail.com.
- Once an order enters the “Packaging” or “Shipped” stage, it can no longer be cancelled — you may instead request a return once delivered, subject to §3 below.
- If we are unable to fulfil your order (e.g., an item goes out of stock after purchase), we will cancel that item and issue a full refund for it.
2. What can and cannot be returned
Because many of our products are handcrafted, gourmet, or made to order, not every item qualifies for return:
Eligible for return/replacement:
- Item arrived damaged, defective, or physically different from what was ordered.
- Item arrived materially different from its Site description (e.g., wrong product, wrong quantity, missing components).
- Item arrived with a broken or missing complimentary packaging/seal that was part of the paid offering.
Not eligible for return (unless damaged or defective on arrival):
- Perishable or consumable items once opened — including gourmet food, beverages, and edible hamper components — for hygiene and food-safety reasons.
- Wellness & self-care items (candles, fragrances, skincare) once opened or used.
- Products customized for the buyer — including items with a personalized wax-seal note, engraving, or monogram — since these cannot be resold.
- Items returned without original packaging, tags, or the complimentary box/ribbon they were shipped in, where that affects resale condition.
- Change-of-mind requests once an order has shipped.
This section should be reviewed against your actual product catalog as it grows — the categories above are based on the site’s current listings (hampers, gourmet, wellness, keepsakes) and should be revisited if new categories are added.
3. Reporting a damaged, defective, or incorrect item
- Report the issue within 48 hours of delivery via your order page or giftyniaofficial@gmail.com, including your order ID and clear photos (and, where possible, an unboxing video) showing the issue.
- We will review your claim and respond within 2 business days with an outcome: replacement, return pickup, or refund.
- Where a return pickup is arranged, keep the item in its original packaging until pickup is confirmed.
4. Refunds
- Approved refunds are issued to the original payment method via Razorpay.
- Refunds are initiated within 2 business days of an approved claim or a successful cancellation, and typically reflect in your account within 5–7 business days, depending on your bank or payment provider.
- If a payment was deducted but your order was not confirmed (a failed or delayed transaction), the amount is automatically reversed by Razorpay to your original payment method, generally within 5–7 business days. Contact giftyniaofficial@gmail.com with your payment reference if it takes longer.
- Shipping charges (if any were paid) are refunded only when the return is due to our error (damaged, defective, or incorrect item) — not for returns arising from a buyer’s change of mind, where such returns are accepted at our discretion.
5. Non-delivery
If your order’s tracking shows no movement for an unreasonable period, or it is confirmed lost in transit by our courier partner, contact giftyniaofficial@gmail.com with your order ID. We will investigate with the courier and, once confirmed lost, offer a replacement or full refund at your choice.
6. How to request a return or refund
- Go to Order Status & Tracking in your account, or contact giftyniaofficial@gmail.com directly.
- Provide your order ID, the item(s) concerned, and the reason for the request.
- For damage/defect claims, attach photos (and unboxing video if available).
- We will confirm the outcome and next steps within 2 business days.
7. Contact us
For any return, refund, or cancellation query:
Email: giftyniaofficial@gmail.com
Phone: +91-9609600299
Hours: 9 a.m. - 9 p.m. (IST) Mon-Sat
GIFTYNIA, Hijalpukur Main Road, Nagarthuba, Habra, North 24 Parganas, West Bengal - 743263