Refund policy
Last Updated: August 4, 2026
Thank you for choosing Giftylo.
At Giftylo, we create premium personalized gifts that are thoughtfully designed and handcrafted exclusively for each customer. Every order is made specifically according to the personalization details provided during checkout, making each product unique and one of a kind.
We take immense pride in maintaining high standards of craftsmanship, quality control, and customer satisfaction. Every product undergoes careful inspection before it is securely packaged and dispatched.
Since our products are customized exclusively for you, they cannot be resold or reused once manufactured. For this reason, our Return & Refund Policy differs from that of businesses selling standard ready-made products.
This policy explains the circumstances under which a return, replacement, or refund may be considered. We encourage you to read it carefully before placing an order.
────────────────────────────────────────
Personalized Products
The majority of products available on Giftylo are made-to-order and customized based on the information submitted by the customer.
This may include, but is not limited to:
• Names
• Initials
• Personal photographs
• Custom messages
• Special dates
• Design preferences
• Artwork
• Logos
• Other personalization details
As every personalized product is manufactured exclusively for a single customer, it cannot be restocked, resold, or reused.
Therefore, all personalized products are considered final sale and are generally not eligible for return, exchange, or refund, except in the situations specifically mentioned in this policy.
────────────────────────────────────────
Orders Not Eligible for Return or Refund
Returns, exchanges, or refunds will not be accepted under the following circumstances:
• Change of mind after placing the order.
• Incorrect spelling, names, photographs, dates, messages, or personalization details provided by the customer.
• Incorrect shipping address or contact information submitted during checkout.
• Delay caused due to incomplete or inaccurate customer information.
• Customer no longer requires the product.
• Personal preference regarding color, design, or appearance after approval or order confirmation.
• Minor variations in color caused by screen settings, photography, lighting conditions, or printing processes.
• Natural variations in handcrafted products, wood grains, resin patterns, acrylic finish, or other materials that do not affect the quality or functionality of the product.
Such variations are a natural part of handcrafted and personalized products and shall not be treated as manufacturing defects.
────────────────────────────────────────
Eligible Return & Replacement Cases
Although personalized products are generally non-returnable, Giftylo may consider a return or replacement request only under the following circumstances:
• You receive a damaged product.
• You receive the wrong product.
• The product has a verified manufacturing defect.
• The product delivered is substantially different from the confirmed order due to an error on Giftylo's part.
All requests are subject to verification by our Quality Assurance Team before any replacement or refund is approved.
Approval of a claim is not automatic and will depend upon the evidence submitted and the findings of our internal verification process.
────────────────────────────────────────
Mandatory Unboxing Video
To ensure complete transparency and protect both our customers and our business from fraudulent claims, a continuous and uninterrupted unboxing video is mandatory for all damage, wrong product, or manufacturing defect claims.
The video must:
• Start before opening the courier package.
• Clearly show the sealed package from all sides.
• Display the shipping label.
• Capture the complete unboxing process without cuts, pauses, edits, or interruptions.
• Clearly show the product immediately after opening.
Photographs alone may not be sufficient to verify a claim.
Claims submitted without a valid unboxing video may be declined.
Edited videos, incomplete recordings, or videos that begin after the package has already been opened will not be considered valid proof.
────────────────────────────────────────
Reporting an Issue
If you receive a damaged, defective, or incorrect product, you must notify Giftylo within 24 hours of the recorded delivery time.
To help us investigate your request efficiently, please provide the following information:
• Order ID
• Registered Email Address
• Registered Mobile Number
• Clear photographs of the product
• Clear photographs of the outer packaging (if applicable)
• The mandatory unboxing video
• A brief description of the issue
Claims submitted after 24 hours of delivery may not be eligible for review, as it becomes difficult to determine whether the damage occurred during transit or after delivery.
────────────────────────────────────────
Claim Verification Process
Once your request is received, our Customer Support and Quality Assurance teams will carefully review the information provided.
Our verification process may include:
• Reviewing the unboxing video.
• Inspecting the product photographs.
• Checking manufacturing and quality inspection records.
• Reviewing shipping and delivery information.
• Verifying the personalization details submitted during checkout.
If additional information is required, our team may contact you before a final decision is made.
The review process generally takes between 2 to 5 business days, although complex cases may require additional time.
Submission of a claim does not automatically guarantee approval. All decisions are made after careful verification of the available evidence.
────────────────────────────────────────
Replacement Policy
Customer satisfaction is important to us. Wherever possible, Giftylo will prioritize offering a replacement instead of issuing a refund.
A replacement may be provided if:
• The wrong product was delivered.
• The product was damaged during transit.
• A verified manufacturing defect exists.
• The issue occurred due to an error on Giftylo's part.
Replacement products will be manufactured and dispatched as soon as reasonably possible after approval of the claim.
Production and shipping timelines for replacement orders may vary depending on product availability and the level of customization required.
────────────────────────────────────────
Refund Policy
Refunds are considered only in exceptional circumstances where:
• The claim has been approved after verification; and
• A replacement is not possible or reasonably feasible.
If approved, the refund will be processed to the original payment method used while placing the order.
Refunds are generally initiated within 5 to 7 business days after approval. The time required for the amount to reflect in your account depends on your bank, card issuer, UPI application, or payment service provider.
Shipping charges, Cash on Delivery charges, convenience fees, payment gateway charges, or other service fees may not be refundable unless the issue was solely caused by Giftylo.
────────────────────────────────────────
Order Cancellation
As every personalized product is manufactured exclusively for you, production generally begins shortly after your order is confirmed.
Cancellation requests can only be considered before production has started.
Once customization, printing, engraving, laser cutting, manufacturing, or packaging has commenced, cancellation requests cannot be accepted.
Customers are encouraged to carefully review all order details before completing their purchase.
────────────────────────────────────────
Customer Responsibilities
Before placing your order, please ensure that all information submitted is complete and accurate.
This includes:
• Recipient Name
• Delivery Address
• PIN Code
• Mobile Number
• Email Address
• Personalization Details
• Uploaded Photographs
• Custom Messages
Giftylo shall not be responsible for delays, failed deliveries, or incorrect personalization resulting from inaccurate information provided by the customer.
────────────────────────────────────────
Fraud Prevention
To maintain a fair shopping experience for all customers, Giftylo reserves the right to reject any claim where:
• The mandatory unboxing video is not provided.
• The submitted evidence is incomplete, edited, or manipulated.
• The product appears to have been damaged after delivery.
• False or misleading information has been provided.
• The product has been altered, repaired, modified, or used after delivery.
We also reserve the right to refuse future service where repeated misuse or abuse of our return process is identified.
────────────────────────────────────────
Limitation of Liability
To the maximum extent permitted under applicable law, Giftylo's liability shall be limited solely to the value of the product purchased through our website.
Giftylo shall not be liable for any indirect, incidental, consequential, special, or punitive damages arising from the purchase, use, misuse, delay in delivery, inability to use, or performance of any product or service offered through our website.
Nothing in this policy limits any rights available to consumers under applicable laws where such limitations are not permitted.
────────────────────────────────────────
Force Majeure
Giftylo shall not be held responsible for any delay or failure in fulfilling its obligations where such delay or failure results from circumstances beyond our reasonable control.
These circumstances may include, but are not limited to:
• Natural disasters
• Floods
• Fire
• Earthquakes
• Severe weather conditions
• Pandemics or public health emergencies
• Government restrictions
• War or civil disturbances
• Transportation disruptions
• Power failures
• Internet or communication outages
• Courier service interruptions
• Any other unforeseen event beyond our reasonable control
In such situations, we will make every reasonable effort to process and deliver your order as soon as conditions permit.
────────────────────────────────────────
Policy Updates
Giftylo reserves the right to modify, update, amend, or replace this Return & Refund Policy at any time without prior notice.
Any changes will become effective immediately upon being published on our website.
Customers are encouraged to review this policy periodically before placing an order to stay informed about our latest terms and conditions.
────────────────────────────────────────
Need Help?
If you have any questions regarding this Return & Refund Policy or wish to report an issue with your order, our Customer Support Team will be happy to assist you.
Email:
hello@giftylo.com
Phone / WhatsApp:
+91 6266331255
Business Hours:
Monday to Saturday
10:00 AM to 7:00 PM (IST)
When contacting us, please keep the following information ready:
• Order ID
• Registered Email Address
• Registered Mobile Number
• Brief Description of the Issue
• Clear Product Photographs (if applicable)
• Mandatory Unboxing Video (for damage or incorrect product claims)
Providing complete information will help us resolve your request more efficiently.
────────────────────────────────────────
Thank you for choosing Giftylo.
Every order we create carries someone's emotions, memories, and celebrations. We sincerely appreciate the trust you place in us and remain committed to delivering premium personalized gifts with exceptional craftsmanship, reliable service, and complete transparency.
Your satisfaction is at the heart of everything we do, and we will always strive to provide you with the best possible shopping experience.