Refund policy

Return & Refund Policy

At G&K Gifts & Kin, your happiness matters to us. We want every order to arrive beautifully, thoughtfully prepared, and exactly as intended — and if something isn't right, we'll always do our best to make it right.

Because many of our products are curated, personalized, made-to-order, perishable, or prepared specifically for gifting, returns and refunds are handled with care and reviewed on a case-by-case basis. Nothing in this policy affects your statutory rights under UAE consumer protection law.

1. Reporting an Issue

You may request a return, replacement, exchange, or refund if:

  • Your item arrives damaged.
  • You receive the wrong item.
  • Your order is incomplete.
  • The item arrives in a materially defective condition.
  • A confirmed issue occurred due to an error on our side.

To help us resolve your request quickly, please contact us as soon as possible and within these windows:

  • Perishable items (fresh flowers, chocolates, dates, food, and similar): within 24 hours of delivery, as these items are time-sensitive by nature.
  • All other items (damaged, wrong, incomplete, or defective non-perishable products): within 7 days of delivery.

When you contact us, please include:

  • Your order number.
  • Clear photos of the product.
  • Clear photos of the packaging.
  • A short description of the issue.
  • Any relevant delivery or order details.

Please keep the product, gift box, packaging, and any delivery materials until our team has reviewed your case.

2. Cancellations

You may cancel your order for a full refund any time before preparation, sourcing, or personalization has begun — generally within 2 hours of placing your order, or before dispatch, whichever comes first. Once we have started preparing your order, it may no longer be cancelled, except where there is a confirmed error on our side.

3. Non-Returnable Items

Unless faulty, damaged, incorrect, incomplete, or affected by an error on our side, we generally do not accept returns or refunds for:

  • Personalized or customized items.
  • Engraved, printed, embroidered, or monogrammed items.
  • Made-to-order gifts.
  • Curated gift boxes prepared specifically for the customer.
  • Perishable items.
  • Floral products.
  • Edible products, including chocolates, dates, sweets, snacks, and similar items.
  • Self-care, beauty, fragrance, skincare, or body care products once opened or handled.
  • Gift sets that have been opened, used, altered, damaged, or separated — except where you are reporting a missing, incorrect, or damaged item.
  • Items marked as final sale.
  • Orders where the customer changed their mind after preparation or delivery.
  • Orders affected by incorrect information submitted by the customer.

4. Personalized and Custom Orders

Customers are responsible for checking all personalization details before placing an order. This includes names, initials, spellings, dates, messages, colors, logos, and custom instructions.

Once personalization, sourcing, printing, engraving, embroidery, preparation, or packaging has started, the order may not be cancelled, returned, exchanged, or refunded unless there is a confirmed error on our side.

G&K Gifts & Kin is not responsible for customer-submitted spelling mistakes, incorrect names, wrong dates, or inaccurate personalization details.

5. Product Substitutions

Some curated gifts include seasonal or limited-availability items. Our approach to substitutions is as follows:

  • Main/hero items (such as a specific perfume or featured product): if the exact item is unavailable, we will contact you before substituting and offer a suitable alternative of equal or higher value for your approval.
  • Minor or complementary components (such as filler, accessories, ribbon, or packaging details): we may replace these with a similar item of equal or higher value while maintaining the overall style, quality, and theme of the gift, without prior notice.

A suitable substitution made in line with the above is not normally considered a reason for return or refund.

Fresh flowers may also vary naturally in shade, size, bloom stage, and arrangement style. Minor natural variations are not considered defects.

6. Refunds

Where a refund is approved, it will be issued to the original payment method where possible.

Refunds are processed after the issue has been reviewed and accepted by G&K Gifts & Kin. Refund processing times may vary depending on your bank, card issuer, or payment provider.

Delivery fees are generally non-refundable unless the issue was caused by an error on our side.

7. Exchanges and Replacements

Where possible, we may offer a replacement, exchange, repair, or store credit as an alternative to a refund. The solution offered will depend on the nature of the issue, product availability, delivery location, and whether the item is personalized, perishable, or made-to-order.

8. Return Condition

If we approve a return, the item must be:

  • Unused.
  • In original condition.
  • In original packaging.
  • Accompanied by all included accessories, inserts, cards, packaging, and gift components.
  • Returned within the timeframe confirmed by our team.

Gift sets must be returned complete. We cannot accept returns for boxes where items have been used, removed, opened, altered, damaged, or separated — except where you are reporting a genuine issue such as a missing, incorrect, or damaged item.

9. Delivery Issues and Recipient Unavailability

Refunds may not be available where delivery fails or is delayed due to:

  • Incorrect delivery address.
  • Incorrect phone number.
  • Recipient being unavailable.
  • Recipient refusing the gift.
  • Restricted building, office, or community access.
  • Customer requesting a last-minute change.
  • Delays outside our reasonable control.

Additional delivery charges may apply for re-delivery or address changes.

For flowers, edible products, and perishable items, refunds are generally not available if delivery fails because of incorrect customer information or recipient unavailability.

10. Damaged or Incorrect Orders

If your order arrives damaged, incorrect, or incomplete, please contact us within the applicable window in Section 1 with clear photos. Please keep the product, gift box, packaging, and any delivery materials until our team has reviewed the case.

If the issue is confirmed, we will offer a replacement, exchange, refund, or another suitable solution.

11. How to Request a Return or Refund

To request support, please contact us at:

hello@giftsandkin.ae

Please include:

  • Order number.
  • Full name.
  • Contact number.
  • Photos of the product and packaging.
  • A short description of the issue.

Our team will review your request and respond as soon as possible. We're here to help, and we're committed to making sure your gifting experience with us is a positive one.

G&K Gifts & Kin
UAE-based curated gifting concierge
Premium gifts for the ones who matter.