Refund policy
Refund and Cancellation Policy
Last updated: October 11, 2026
At Giftogram By Samana, we want every gift to make someone's day special. We take care to prepare and deliver your orders with attention to detail. If something goes wrong with your order, please contact us so we can review the issue and help resolve it fairly.
1. Order Cancellations
If you need to cancel an order, please contact us as soon as possible with your order number.
- **Standard gifts:** Cancellation requests may be accepted if the order has not yet been prepared for dispatch.
- **Same-day deliveries:** Cancellation requests must be made as early as possible. Once an order has been prepared or dispatched, cancellation may no longer be possible.
- **Customized gifts and cakes:** These products may require advance preparation. Customized cakes require at least 48 hours' advance notice. Cancellation requests must be made before preparation begins and are subject to confirmation.
- **Dispatched orders:** Orders that have already been dispatched cannot normally be cancelled.
If a cancellation is accepted, any eligible refund will be processed according to the original payment method and applicable payment-provider procedures.
2. Eligibility for Refunds
Because many of our products are perishable, personalized, or prepared specifically for an occasion, we generally cannot accept returns or provide refunds simply because a customer changes their mind.
However, we will review refund or replacement requests in situations such as:
- The wrong product was delivered.
- An item arrived damaged or defective.
- A material part of the order was missing.
- A product was significantly different from its confirmed description.
- An order was not delivered and the issue was attributable to our fulfillment process.
- Another circumstance arises in which a refund or other remedy is required by applicable law.
Each request will be reviewed on its individual merits. Nothing in this policy limits any consumer rights that cannot lawfully be excluded.
3. Cakes, Flowers, Chocolates and Perishable Gifts
Cakes, flowers, chocolates, and other perishable gifts require special handling.
If your order arrives damaged, spoiled, incorrect, or with another significant quality issue, please contact us as soon as possible, preferably within **2 hours of delivery**.
Please provide:
- Your order number.
- Clear photographs or videos showing the issue.
- A short description of the problem.
Please retain the affected product and packaging where reasonably possible until we advise you on the next steps.
The reporting timeframe above helps us investigate promptly; it does not remove any rights you may have under applicable law.
4. Customized Products
Customized cakes, gift boxes, balloons, and other personalized products may not be eligible for change-of-mind returns or cancellations once production has started.
If a customized item contains an error attributable to us, or is materially different from the customization confirmed with you, please contact us so we can assess an appropriate solution.
Customers are responsible for checking the spelling, names, messages, dates, and other customization details they submit. We will review each complaint fairly, including where the error may have occurred during our preparation process.
5. Product Variations
Product photographs are provided to illustrate the intended design and presentation. Flowers, wrapping, ribbons, packaging, accessories, and other decorative elements may vary depending on availability and the delivery city.
Cakes supplied in Lahore or Islamabad may differ in appearance from cakes shown in photographs of products prepared in Karachi.
Minor variations that do not materially change the product are not normally grounds for a refund. However, significant differences, missing items, or substitutions that were not appropriately communicated will be reviewed.
6. Failed or Delayed Deliveries
Please provide accurate delivery details, including the recipient's name, phone number, full address, and any necessary delivery instructions.
If a delivery fails because the address or contact information provided is incorrect, the recipient is unavailable, or access cannot be arranged, additional delivery charges may apply to a redelivery where permitted.
If we cannot complete an order because of an issue on our side, please contact us to discuss an appropriate resolution, which may include redelivery, replacement, or a refund, depending on the circumstances.
Delivery times are estimates unless a specific delivery commitment has been expressly confirmed. For time-sensitive gifts, please contact us promptly if there is a delay.
7. How to Request a Refund or Replacement
To submit a request, contact our customer support team using the contact details published on our website.
Please include:
- Your order number.
- The name used to place the order.
- A description of the issue.
- Relevant photographs or supporting information, if applicable.
We will review your request and communicate the next steps. We may contact you for additional information before making a decision.
8. Refund Processing
If your refund is approved, it will generally be issued through the original payment method where possible.
Refund processing times depend on the payment method, payment provider, and banking institution. Once a refund has been initiated, the time it takes to appear in your account may vary.
Any refund of delivery charges will be assessed according to the circumstances of the order and applicable law.
9. Contact Us
For refund, cancellation, or replacement requests, please contact:
Giftogram By Samana
Website: https://giftogrambysamana.com/
Email: giftogrambysamana@gmail.com
Phone/WhatsApp: 0323 2346333
We aim to resolve customer concerns fairly and promptly.
10. Changes to This Policy
Giftogram By Samana may update this policy from time to time. The latest version will be published on our website with its updated date. Changes will not remove rights that customers have already acquired under applicable law.
