Refund & Return Policy

1. Quick summary

• If we cannot supply an accepted order, you may choose an agreed replacement or a refund.
• Eligible standard goods ordered electronically may be cancelled within seven days after receipt, subject to the exceptions below.
• Personalised, made-to-specification, rapidly perishable and certain date-specific goods or services are generally not returnable merely because you changed your mind.
• A custom or perishable item that is materially wrong, defective, unsafe or not as agreed can still qualify for correction, replacement or refund.

This policy does not limit rights that cannot be excluded under Uganda law.

2. Cancelling before preparation begins

You may request cancellation before we purchase special materials or begin preparation. If cancellation is accepted before costs are committed, we will refund the amount paid. If you requested special sourcing or work has begun with your approval, we may deduct reasonable, documented costs already incurred where the law permits and will explain them before finalising the cancellation.

An unpaid website checkout may be withdrawn at any time before order confirmation. Contact us immediately if a date, address, spelling, flavour, size or other detail needs to change.

3. Seven-day cancellation right for eligible electronic orders

Subject to statutory exceptions, a consumer may cancel an eligible electronic transaction within seven days after receiving the goods or concluding the service agreement. The customer normally pays only the direct cost of returning eligible goods. Where payment was already made, an approved statutory refund will be completed within 30 days of cancellation.

Returned standard goods must be unused, complete and in their original condition with supplied accessories, seals and packaging where reasonably possible. We may inspect the goods to confirm identity and condition. Opening packaging only to the extent reasonably needed to inspect an item will be considered fairly.

4. Personalised, perishable and hygiene-sensitive goods

Change-of-mind cancellation generally does not apply where goods are made to your specifications, clearly personalised, cannot reasonably be returned by their nature, or are likely to deteriorate or expire rapidly. This commonly includes:

• engraved, printed or named items; custom photo boards, clocks, notebooks, clothing or jewellery;
• approved custom hampers and packaging assembled to a unique brief;
• fresh flowers, plants, cakes, cupcakes, prepared food and fruit baskets;
• opened skincare, cosmetics, fragrances or hygiene-sensitive wellness products where return would be unsafe;
• cash already incorporated into and delivered as a money bouquet;
• goods irreversibly altered after the customer approved a proof or specification.

These exceptions do not remove your rights when the delivered item is materially defective, unsafe, not the item ordered, or significantly different from the confirmed specification.

5. Wrong, missing, damaged or poor-quality orders

Inspect delivery promptly. Contact us as soon as reasonably possible—preferably within 24 hours for flowers, cakes and other perishables—with the order reference, description and clear photographs. Do not discard the product until we advise whether collection or return is needed, unless keeping it would be unsafe.

After reviewing the evidence and, where appropriate, the returned item, we may provide one or more of the following as the circumstances and law require:

• complete the missing part;
• repair or re-personalise the item;
• replace it with the correct or agreed equivalent product;
• provide a proportionate price reduction; or
• issue a partial or full refund.

Natural flower differences, minor handmade variation, screen colour differences and a substitution expressly approved by the customer are not defects. A major unapproved change in type, size, message, value or design will be reviewed as a service issue.

6. Room decoration and date-specific services

Room styling, catering-related work and other leisure or venue services booked for a specific date may fall outside the ordinary cooling-off right. Cancellation charges depend on notice, completed design work, purchased materials, third-party commitments and venue costs. Your confirmation will state any required deposit and date-specific cancellation terms.

If we cancel or cannot provide the agreed service, we will offer a suitable reschedule, an agreed alternative or a refund for the part not supplied. If venue access is denied, the customer is late, or information supplied by the customer prevents performance, reasonable committed costs may remain payable where lawful.

7. How to request and make a return

1. Contact us through WhatsApp or email with your order reference.
2. State the item, date received, reason and requested outcome; include photographs for a quality or delivery issue.
3. Wait for return instructions. Do not send goods to a rider, supplier or third party without authorisation.
4. Return approved items to GiftHub UG, Liberty Tower, Shop L3A-04, opposite King Fahad Plaza, Kampala Road, Kampala, or use the collection method we confirm.

For an eligible change-of-mind return, direct return cost may be deducted or paid by the customer as permitted by law. If the product is wrong, defective or damaged before delivery, GiftHub UG will arrange or reimburse reasonable return transport when the claim is accepted.

8. Refund method and timing

Approved refunds are normally sent to the original payment method unless another lawful method is agreed. Mobile Money or bank processing time may depend on the provider. Statutory refunds will be completed within the legally required period and, for eligible electronic cancellations, within 30 days of cancellation. We will provide confirmation when the refund is initiated.

Delivery charges are refunded when the entire order was not supplied, was materially wrong, or the law otherwise requires it. Original or return delivery may not be refundable for an eligible change-of-mind return where the customer is responsible for direct return costs.

We do not issue cash refunds through an unverified third party. Identity, transaction reference or payment-account verification may be required to prevent fraud.

9. Gifts purchased by another person

Refunds are generally made to the original payer. A recipient may report a defect or request an exchange, but we may need the purchaser’s authorisation before disclosing order information or sending money. This does not prevent a recipient from exercising any right they independently hold under applicable law.