Refund policy
Return, Refund & Replacement Policy
At Giftengr, most of our products are personalized and customized specifically according to your requirements. Therefore, returns, refunds, and replacements are subject to the conditions mentioned below.
1. Customized & Personalized Products
Since customized products are made specifically for you, returns or cancellations due to change of mind are not accepted once the customization or production process has started.
This includes personalized products such as engraved gifts, customized magnets, keychains, hampers, photo products, and other made-to-order items.
2. Damaged Products — Unboxing Video is Mandatory 📦
If you receive a product that is damaged, broken, or defective, you must record a continuous unboxing video before opening the package.
* The video must be started before opening the package.
* The complete package, shipping label, outer packaging, and product must be clearly visible.
* The video must be continuous and unedited, from the beginning of the unboxing until the product is completely unpacked.
* Do not open the package before starting the recording.
* Any damage or issue should be clearly visible in the video.
⏰ Report Within 24 Hours
Any damage-related return, refund, or replacement request must be submitted within 24 hours of delivery, along with the complete unboxing video.
Once the video is submitted, our team will review the video and verify the condition of the package and product. If the unboxing video meets our requirements and the issue is verified, we will proceed with the applicable return, replacement, or refund as per our policy.
⚠️ Important: Without a proper, continuous, and valid unboxing video submitted within 24 hours of delivery, Giftengr will not accept or process any damage-related return, refund, or replacement request.
1. Incorrect or Defective Products
If you receive a product that is different from the customization confirmed by you, or if there is a manufacturing/production defect attributable to Giftengr, please contact us with the required evidence.
We will review the issue and, if approved, may offer a replacement, refund, or other appropriate resolution.
1. Customer-Provided Information
Giftengr will not be responsible for mistakes resulting from incorrect information provided by the customer, including:
* Incorrect names or spellings
* Incorrect photographs
* Incorrect dates
* Incorrect designs or logos
* Incorrect addresses or other order details
Please carefully verify all customization details before confirming your order.
1. Non-Returnable Situations
Returns, refunds, or replacements will generally not be accepted for:
* Change of mind after customization has started
* Incorrect details provided by the customer
* Incorrect photographs or artwork provided by the customer
* Minor variations in colour, printing, engraving, or material
* Damage caused after successful delivery due to mishandling or improper use
* Damage-related claims submitted without a valid unboxing video
1. How to Raise a Claim
For an eligible return, refund, or replacement request, please contact us as soon as possible after delivery and provide:
* Order ID
* Photos/videos of the product
* Complete unboxing video, where applicable
* Description of the issue
Our team will review the request and communicate the resolution after verification.
1. Refund Processing
If a refund is approved, the amount will be processed through the applicable payment method/payment provider. The time taken for the refund to reflect in your account may vary depending on the payment provider or bank.
Giftengr reserves the right to assess each return, refund, or replacement request based on the nature of the issue and the evidence provided.