Refund, Cancellation and Return Policy

Your satisfaction is our priority, with 100% Customer Satisfaction Guarantee with every flower arrangement and gift we deliver to your beloved ones! If – for any reason – you are not satisfied with the arrangement that we have delivered, we will provide a replacement as soon as possible. If you do not require a replacement, you may be eligible for a partial refund in the form of The luxury Gift credit which will be available for use for up to 12 months. You also may be offered compensation.

For any issue regarding your order, please contact the luxury gift Customer Care Centre within 48 hours of the delivery and we will offer you multiple solutions. Our team might ask you to send a picture of the received items to better understand the issue and find the best solution for you. We guarantee your order will be delivered on time! If your order is delayed after the end of your timeslot, please contact The luxury gift customer service and they will assist you accordingly. This policy will not be applicable for orders delayed for reasons outside of our control.

In case the recipient information provided by you was incorrect, The luxury gift will not be held responsible for any refund and/or compensation arising from delays or deliveries to the wrong person or address. The luxury gift shall not be responsible for the refusal of the recipient to receive a gift/arrangement.
When a bank refund is applied, such refunds will be done only through the original mode of payment of the credit or debit cards used in placing orders through the online payment gateway on Theluxury gift Platforms. We will do our best to process your refund promptly. However, when the bank is involved this cannot be controlled by us. Any the luxury gift credit refunds or compensation will take up to 72 hours to show in your the luxury gift wallet

If an order is cancelled 24 hours before the start of the delivery slot or if the recipient is refusing the order prior to receiving the location of delivery (before delivery and preparing of the order), we will do our best to process your cancellation request which might be eligible for 100% refund.

However, the moment we receive your request, our team starts to prepare and coordinate the best quality gifts and flowers for you. It is sometimes very difficult to get cancellation requests complete, due to the fact that our network ranges throughout the country and that upon receiving your request we start preparing for your order to make sure it is delivered on time, therefore it is very difficult to stop or cancel a delivery attempt or a placed order for orders that are already under preparation

Cancellation of order by The luxuey gift

In certain rare circumstances, The luxury gift may have to cancel your order. In this case you will be eligible for a full bank or The luxury gift credit refund based on The luxury gift discretion.

Such cases might include inability to confirm or deliver your order, recipient’s address being outside of our delivery zone, in the rare scenario where the product is not available or for any reason we are unable to process your order and we could not find you a suitable replacement after contacting you.
We will be sorry to cancel your order with no refund in cases whereby we have completely prepared your order and we are unsuccessful to reach you or the recipient in a timely manner or we have attempted to make delivery more than 3 times within 48 hours

We understand that in some circumstances you might request your order to be rescheduled, and we will do our best to accommodate your request. In cases where your order was not prepared yet, you will be able to reschedule the order for up to a maximum of 10 days. Otherwise, you will be able to reschedule your order for not more than 48hr later so that we can guarantee that the best quality products are delivered

If you are dissatisfied with our product quality and you wish to return the delivered items, please contact our customer care team through our platforms to schedule a pick-up within 48hrs of delivery.

Depending on the city in which the products were to be delivered, you will have up to 48 hours to return the product(s), the luxury gift return policy will be in line with applicable laws of the country.

Please make sure that Items received are unopen, unused, and in the original packaging with the tags still attached. We do not currently offer exchanges; however, we do offer full refunds on eligible returns whereby the received product is damaged upon delivery.which should be in its original, sealed condition.

After The luxury gift receives the request and checks the quality of the product to be returned, you will receive an email confirming if your return request was approved and how long it will take to receive the refund.

*Please note that the following items are excluded from this return policy: flowers and rents gifts

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