Refund policy

We want you to shop with confidence at Giftex Online. If there is a problem with your order, we will do our best to resolve it quickly and fairly.

Returns

You may request a return within 14 days of receiving your order.

To be eligible for a return, the item must:

  • Be unused

  • Be in its original packaging

  • Be in the same condition that you received it

  • Be accompanied by proof of purchase

To request a return, please contact us at info@giftexonline.com with your order number and the reason for the return.

Please do not send any item back until return instructions have been provided.

Damaged, Faulty, Missing, or Incorrect Items

If your order arrives damaged, faulty, incorrect, or incomplete, please contact us within 7 days of delivery.

Please include:

  • Your order number

  • A short description of the issue

  • Clear photos of the item and packaging where relevant

Once reviewed, we may offer:

  • A replacement

  • A refund to your original payment method

  • Store credit, where appropriate

Change of Mind

If you change your mind, you may request a return within 14 days of delivery.

To be eligible, the item must be:

  • Unused

  • Unopened

  • In its original packaging

  • In a resaleable condition

Unless the item is faulty, damaged, or sent in error, return postage costs are the responsibility of the customer.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on the following items unless they are faulty:

  • Earrings

  • Cosmetics

  • Personal care products

  • Opened sealed items

  • Gift cards

  • Personalised or custom-made items

  • Sale or clearance items marked as non-returnable

Refunds

Once your return is received and inspected, we will let you know whether your refund has been approved.

If approved, your refund will be made to your original payment method within a reasonable time. Please note that your bank or card provider may take additional time to process the refund.

Delivery charges are normally non-refundable unless the order was faulty, incorrect, or not delivered.

Non-Delivery

If your order has not arrived within the expected timeframe, please contact us as soon as possible. We recommend reporting non-delivery issues within 21 days of dispatch so that we can investigate with the carrier.

How to Start a Return

To request a return or report an issue, email:

info@giftexonline.com

Please include:

  • Your full name

  • Order number

  • Email used for the order

  • Reason for return

  • Photos if the item is damaged or faulty

Your Rights

Nothing in this policy affects your statutory rights under applicable consumer law.