Refund Policy

Thank you for choosing GiftVella – we're genuinely happy you're here. We know that finding (or giving) that perfect gift is a special moment, and we want every part of your experience with us to feel as joyful as the treasure itself.

Sometimes, though, things don't quite work out – a gift isn't quite right, a package arrives with a bump, or you simply change your mind. That's okay. This policy explains how we handle cancellations, returns, and refunds, so you know exactly where you stand.

If anything isn't clear, just drop us a line – we're real people and we're here to help.

1. When can you return something?

For most eligible items, you have 30 days after delivery to request a return. To qualify, the product must be:

• Unused and in its original condition

• In its original packaging with all accessories and components included

• Accompanied by proof of purchase

• Returned according to the instructions provided by our customer service team

Please contact us before returning any product. Returns sent without authorisation or to an unauthorised address may not be accepted.

2. How to request a return

To start a return, email us at service@giftvella.com and provide:

• Your order number

• Your full name

• The email address used at checkout

• The product you wish to return

• The reason for the return

• Clear photos or videos if the product is damaged, defective, incorrect, or incomplete

If your return is approved, we'll provide you with the applicable return instructions and the correct return address.

Important: Please do not send returns to our registered office or to the address on the original shipping package unless our customer service team specifically instructs you to do so.

3. Change‑of‑mind returns

If you're returning an eligible product because you changed your mind, ordered the wrong item, or no longer want it:

• You're responsible for the return shipping cost

• The original shipping charge is non‑refundable

• The product must be unused and in its original condition

• We recommend using a trackable shipping service

• You're responsible for the product until it reaches the authorised return address

We know that choosing gifts can be tricky – and we're always happy to help with any questions before you order.

4. Damaged, defective, incorrect, or missing items

We're truly sorry if something isn't right. Please inspect your order promptly after delivery.

If a product arrives damaged, defective, incorrect, or with missing parts, contact us within 7 days after delivery and provide clear photos or videos showing:

• The product

• The shipping package

• The shipping label

• The damaged, defective, incorrect, or missing portion

After reviewing your claim, we may offer a replacement, reshipment, or refund. When the issue is caused by us or occurs during shipment, you won't be charged for the approved replacement or return shipping.

5. Separate packages

Products from the same order may occasionally be shipped in separate packages. Before reporting a missing item, please review your shipping confirmation emails and tracking information to check whether another package is still in transit.

If an item is confirmed missing, contact us at service@giftvella.com and we'll help.

6. Order cancellations and changes

You may request an order cancellation or change within 24 hours of placing your order. To do so, email us at service@giftvella.com with your order number and the requested change.

We'll do our best to accommodate your request, but cancellation or modification isn't guaranteed once the order has entered processing or has been shipped. After an order has shipped, it must be handled under the return terms described in this policy.

7. Address errors and undeliverable packages

Please double‑check your delivery address at checkout – we rely on it completely. If a package cannot be delivered because you supplied an incorrect or incomplete address, you may be responsible for reshipping or return costs.

If the address you supplied was correct and the delivery problem was caused by the carrier, contact us so we can review the shipment and find a solution.

8. Packages marked as "delivered"

If tracking shows your package was delivered but you can't find it:

1. Check the delivery area, mailbox, household members, neighbours, or building reception.

2. Contact the shipping carrier for delivery details.

3. If you still need help, contact us at service@giftvella.com with your order number and tracking number.

We'll review the available information. A replacement or refund isn't automatic and will depend on the outcome of the carrier investigation and the circumstances of the shipment.

9. Items that can't be returned

The following products are not eligible for return unless they arrive damaged, defective, or incorrect:

• Products that have been used, altered, washed, installed, or damaged after delivery

• Products missing original components or accessories

• Gift cards

• Products clearly marked as final sale or non‑returnable at the time of purchase

• Products returned more than 30 days after delivery

This policy does not limit any mandatory rights available under applicable consumer law.

10. Return inspection

Once we receive your returned product, we'll inspect it and notify you by email whether the return has been approved or rejected. If the returned product doesn't meet the eligibility requirements, the refund may be reduced or rejected where permitted by law.

11. Refunds

Approved refunds will be issued to your original payment method. We generally process refunds within 5–10 business days after approval. Your bank, card issuer, or payment provider may require additional time to post the refund to your account.

Original shipping charges are not refundable for change‑of‑mind returns.

If you haven't received an approved refund after the expected processing period:

1. Check your bank or payment account.

2. Contact your card issuer or payment provider.

3. Contact us at service@giftvella.com with your order number.

12. Promotional products and free gifts

Refunds for discounted products will be based on the amount you actually paid. If a free gift was included with your purchase, it must also be returned. If the gift isn't returned, its stated value may be deducted from your refund where permitted by law.

13. Customs duties and import taxes

Customs duties and import taxes that weren't collected by us are not refundable by GiftVella. You may need to contact the relevant customs authority regarding any possible refund of duties or taxes.

14. Contact us

For any return, refund, or cancellation questions – or anything else – just get in touch:

Email: service@giftvella.com
Website: www.giftvella.com
Brand: GiftVella
Operator: Xileifu Guangzhou E-commerce Co., Ltd.
Registered Address: Room 804, L081, No. 829 Renmin North Road, Yuexiu District, Guangzhou, Guangdong Province, China

Again, our registered address is for legal correspondence only – not for product returns. Please email us first for return authorisation and the correct return address.