The Gift Galaxy – Return, Replacement & Refund Policy

Effective Date: July 2026

Last Updated: July 2026

At The Gift Galaxy, we take immense pride in crafting, inspecting, and packing every gift with love and care. As a growing startup, we believe in complete transparency, honest communication, and ensuring your satisfaction. This policy outlines our exact guidelines and procedures for handling damaged items, replacements, and order cancellations.

1. General Policy & Eligibility

We want you to love your gift! However, to maintain fairness and protect our small business from misuse, return or replacement requests are accepted strictly under the following conditions:

• Eligible Cases: You are eligible for a replacement or refund only if the product arrives in a physically damaged condition, is defective/broken, or if the wrong item was delivered to you.

• Condition of the Product: To be eligible for a replacement or return, the item must remain in its original, unused, and fresh condition, securely packed in its original box with all accessories, labels, and tags intact.

• Non-Eligible Cases (No Exceptions):

  • Customized & Personalized Gifts: A large portion of our catalog includes custom-made gifts printed with personal names, photographs, or custom messages. Since these items are uniquely created for you, they cannot be resold or reused. Therefore, all customized and personalized products are strictly non-returnable and non-refundable, unless the item arrives physically broken or with a direct printing error made by our team.

  • "Change of Mind": We do not accept returns, replacements, or issue refunds simply because a customer changed their mind after placing the order or upon receiving the product.

  • Minor Aesthetic Variations: Slight variations in color, texture, or design may occur due to screen resolution differences, lighting during product photography, or handmade crafting processes. These natural variations do not qualify as defects.

2. The Golden Rule: Mandatory Unboxing Video

To protect both our customers and our startup from courier mishandling and transit fraud, an unboxing video is mandatory for any damage, defect, or missing item claim.

• You must record a clear, continuous, and uncut video while opening the parcel for the very first time.

• The video must clearly display the original shipping label with your tracking details, the outer sealed packaging, and the actual damage or defect on the product inside.

• Claims submitted without a valid, uncut unboxing video will strictly not be accepted.

3. 24-Hour Reporting & Authorization Process

If your order arrives damaged, defective, or incorrect, you must notify our customer service team within 24 hours of delivery. Claims reported after 24 hours of delivery will not be entertained, as we cannot verify when or how the damage occurred after that timeframe.

How to Claim a Replacement or Refund:

1. Contact Us: Reach out to our team within 24 hours of receiving your parcel via Helpline/WhatsApp at +91 7742169628 or Email at thegiftgalaxyinfo@gmail.com.

2. Provide Details: Clearly share your Order Number, product details, a brief description of the issue, and attach your Unboxing Video along with clear photos of the item.

3. Return Authorization: Our quality check team will review your request. Once verified and approved, we will provide an official confirmation and instructions on how to proceed with the return or replacement.

4. Resolution: Replacements vs. Refunds

Once your claim is reviewed and authorized by our team:

1. Free Replacement (Primary Resolution): As a gifting brand, our main goal is to ensure your celebration goes smoothly. We will issue a fresh, brand-new replacement of the damaged or incorrect item at no additional cost to you.

2. Refunds (When Applicable): We will issue a refund only if a replacement is unavailable, or if the specific product is out of stock or cannot be fulfilled due to operational constraints.

   • Pre-paid Orders: Approved refunds will be processed and credited back to your original payment source (Bank Account, UPI, Credit/Debit Card) within 5 to 7 business days after we receive and inspect the item.

   • Cash on Delivery (COD) & Flexible Refunds: For COD orders—or depending on operational suitability at the time of the claim—The Gift Galaxy reserves the right to issue the refund either via direct Bank/UPI transfer or as Store Credit / Gift Vouchers. Store credit can be easily used for any future purchases on our website with no expiration date.

5. Return Shipping & Reverse Pickup

• Company Arranged Reverse Pickup: Whenever possible, our team will try to arrange a reverse pickup through our third-party courier partners. The courier will collect the damaged item from your doorstep within 2 to 4 working days. Please follow the instructions provided to hand over the securely packed item.

• Customer Self-Shipping: In certain situations—such as unserviceable PIN codes for reverse pickup or logistical constraints with our courier partners—the customer will be responsible for self-shipping the parcel back to our official facility using a reliable local courier service. Once we receive and verify the item in its original condition, we will reimburse the reasonable courier charges (up to a pre-approved limit) upon submission of a valid shipping receipt.

6. Order Cancellation Policy

We process orders quickly to ensure timely delivery, especially for customized items. Therefore, our cancellation rules are strictly enforced:

• Within 1 to 2 Hours: You may cancel or modify your order within 1 to 2 hours of placing it, provided the item has not already been dispatched or sent into custom production. To request a cancellation, please call or WhatsApp our helpline immediately at +91 7742169628.

• After 2 Hours / Post-Dispatch: Once the 1 to 2-hour window has passed, or once an order has been printed, packed, or handed over to our courier partner, it cannot be canceled or modified under any circumstances.

7. Startup Disclaimer & Unforeseen Delays

We are a dedicated startup team working hard 365 days a year to deliver happiness to your doorstep. While we strive for perfection in every order, occasional logistical delays, heavy workloads during peak festive seasons (such as Diwali, Raksha Bandhan, Valentine's Day, or New Year), or unexpected courier strikes are outside our direct control.

We do not make unrealistic corporate promises, but we promise our absolute best human effort to resolve any problem you face. In the rare event of a delay or issue, we humbly request your patience, cooperation, and polite communication as our team works to sort things out for you as quickly as possible.

8. Contact Us

If you have any questions, need assistance with a replacement, or want to report an issue with your order, our customer service team is always here to help:

• Gift Galaxy Store

• Helpline & WhatsApp No.: +91 7742169628

• Operating Hours: 10:00 AM to 10:00 PM (IST) – Open 365 Days a Year

• Official Email: thegiftgalaxyinfo@gmail.com