Refund Policy

This policy explains what you can expect if you need to cancel an order or something goes wrong. It does not limit any rights you have by law as a consumer. Where the law gives you more, you get more.

How to reach us

Email info@luvngift.com, or reply to any email about your order, and include your order number (it starts with #). If something arrived damaged or wrong, a photo helps us sort it out faster.

1. Cancelling a gift order

• Before we start preparing it: contact us and we will cancel the order and refund you in full.
• Once preparation has started: items may already have been bought or packed, often fresh food, so we may not be able to cancel. Tell us anyway: if we can stop the order or reduce the loss, we will refund whatever we can.

Your order page shows its status. "Processing" means preparation has started.

2. If there is a problem with a delivered gift

Tell us within 14 days of delivery if an item:

• arrived damaged, spoiled or faulty
• was wrong or missing
• was significantly different from its description

Depending on what happened and what you prefer, we will send a replacement, deliver what was missing, or refund the affected items. Substitutions made under our Substitution & Quality Promise are not errors, but if you are unhappy with one, that policy explains how we put it right.

3. If a gift is not delivered

If we do not deliver your gift, you can choose a full refund, or have us deliver it again at no extra cost.

If delivery fails because the recipient's details were wrong or the recipient could not be reached after reasonable attempts, we will contact you to arrange another delivery. If that cannot be arranged, we will refund you. We may not be able to refund perishable items that spoiled while we were waiting.

4. Change of mind

Gifts are prepared for a specific person and delivered quickly, and many contain fresh food. Once preparation has started, we cannot normally refund a change of mind. This is especially true for perishable items, personalised items and custom gifts. Where the law gives you a right to cancel, this section does not limit it.

5. Custom gifts

Nothing is charged until you accept a quote and pay. After that, a custom gift is treated like any other order: you can cancel for a full refund before we start sourcing it, and sections 2 and 3 apply once it is on its way.

6. Subscriptions

• You can skip, pause or cancel at any time from your account. Skipping the next cycle means you are not charged for it.
• Cancelling takes effect at the end of the cycle you have already paid for. That cycle is still delivered, so it is not refunded.
• If you chose a later start date, nothing is charged until the first charge date. Cancel before then and there is nothing to refund, because you have not paid anything.
• If you are charged after cancelling or pausing because of our mistake, we will refund that charge in full.
• Problems with a subscription delivery are handled under sections 2 and 3, and items we could not supply are made good under our Substitution & Quality Promise.

7. How refunds are paid

Refunds go back to the card you paid with, in the currency you paid in. We aim to issue an approved refund within 5 business days. Your bank may then take 5–10 business days to show it on your statement.

Currency and exchange rates

We refund the full approved amount in the currency you were charged. We do not deduct exchange-rate differences or payment processing fees.

If your card or bank account is held in a different currency, your bank converts the refund at its own rate on the day it arrives. Because rates move, the amount credited may be slightly higher or lower than the amount originally taken. That difference is set by your bank, not by us.

8. Disputes with your card issuer

If something has gone wrong, please contact us first: we can usually fix it faster than a card dispute. This does not affect your right to raise a dispute with your card issuer.