GIFTOGY

Refund & Returns Policy

Last updated: 02-08-2026  ·  Effective date: 02-08-2026

This Refund & Returns Policy explains what happens if something isn't right with your order. It forms part of our Terms & Conditions and should be read together with them. It applies to purchases from giftogy.com, operated by Giftogy Creatives Pvt. Ltd. (trading as Giftogy).

1. Our approach

Every Giftogy keepsake is handcrafted to order from your own photo, and we design it around a simple promise: you approve a preview before we make anything, and we inspect every piece by hand before it ships. Because of this, problems are rare — and when they do happen, our standard fix is to recreate your keepsake for you, so you still receive the piece you ordered.

Please read the sections below to see what applies to your situation.

2. Personalised products are made to order

Because our products are personalised and made specifically for you and approved by you before production, they cannot be returned or refunded for a change of mind once you have approved your preview and/or production has begun. This is standard for custom-made goods and is reflected in our Terms & Conditions. This does not affect your rights for faulty or damaged items (Section 4) or your legal rights (Section 8).

3. Cancelling before you approve your preview

You can cancel any time before you approve your design preview. In that case we will refund you, less a reasonable design fee to cover the design work already carried out on your preview. To cancel, email info@giftogy.com with your order number before you approve.

Once you have approved your preview, production is prepared to your specification and the order can no longer be cancelled for a change of mind.

4. If your item arrives damaged, faulty, or not as described

In the rare event that your keepsake arrives damaged, defective, or materially different from the design you approved, we will put it right — normally by recreating and re-sending your keepsake free of charge.

How to make a claim:

  1. Contact us within 14 days of delivery at info@giftogy.com.
  2. Include your order number and clear photos of the item and, if relevant, the packaging, showing the issue.
  3. We'll review your claim promptly (usually within [2–3] business days) and, once confirmed, arrange your free recreation and re-delivery.

We generally will not ask you to post the item back to us. If in a particular case we do need it returned, we will tell you and cover the reasonable return cost for a confirmed fault.

5. What is not covered

The following are not considered faults and are not eligible for a free recreation or refund:

  • Change of mind after you have approved your preview.
  • Errors in content you approved — for example, a spelling in personalised text, or a photo choice, that appeared in the preview you approved. (Approving the preview confirms it is correct — see our Terms.) We can remake these as a new, chargeable order.
  • Natural handmade variation — slight differences in line detail, finish, texture, or exact dimensions, and minor differences between how colours appear on screen versus the finished piece. These are features of a handcrafted, artistic product, not defects.
  • Low image quality where you were advised the photo may not be ideal but chose to proceed.
  • Incorrect delivery details provided by you, or failure to collect a delivery.
  • Customs duties, import taxes, or carrier delays on international orders (these are outside our control and, where charged, are your responsibility).

6. Orders lost or delayed in transit

We ship via India Post and its partner carriers, and provide tracking where available. Delivery times are estimates, not guarantees. If your order is significantly delayed or appears lost in transit, contact us at info@giftogy.com and we will investigate with the carrier and, where a parcel is confirmed lost, recreate and re-send your order.

7. Refunds (when they apply)

Because your keepsake is made to order and our standard remedy is to recreate it, refunds are limited to these situations:

  • a cancellation before preview approval (Section 3), less the design fee; or
  • where a replacement or recreation genuinely cannot be provided, or where a refund is required by applicable consumer law (Section 8).

Where a refund does apply, we process it to your original payment method within [5–10] business days of confirming it. Your bank or payment provider may take additional time to show the funds.

8. Your legal rights

Nothing in this policy limits or removes any statutory consumer rights that apply to you and cannot be excluded by law. Depending on where you live, the law may give you rights in relation to goods that are faulty, not of satisfactory quality, or not as described — which may include repair, replacement, or, in some cases, a refund. Where the law requires a specific remedy, we will honour it. This policy sets out how we prefer to resolve issues (usually by recreating your keepsake); it does not take away rights the law gives you.

9. How to reach us

  • Email: info@giftogy.com
  • Address: Giftogy Creatives Pvt. Ltd., Sarla Appt, Sharanpur Road, Nashik, India 422002

Please include your order number and, for any damage or fault, photos, so we can help you as quickly as possible.