Substitution & Quality Promise

Our promise

At Luvngift, every gift represents your love and thoughtfulness. If an item isn't available when we're preparing your order, we'll carefully select a suitable replacement so your recipient still receives a complete, high-quality gift on time.

We will never knowingly replace an item with something of lower quality simply because it is cheaper or easier to source.

1. When we substitute

We may substitute an item if it is:

• Out of stock
• No longer produced
• Not available in your recipient's region
• Seasonal or temporarily unavailable
• Below our freshness or quality standards
• Damaged before packing
• Unsafe or unsuitable for delivery

Our goal is to protect the quality of your gift — not simply to complete an order.

2. Our substitution principles

Every substitute must satisfy all of the following:

• Equal or better quality
• Equal or greater value
• Similar purpose
• Suitable for the recipient
• Consistent with the overall gift

If we cannot satisfy these principles, we will not substitute the item.

3. Dietary safety and religious requirements

This takes priority over every other clause in this policy.

We will not substitute across a dietary or religious boundary, in either direction, under any circumstances. We will not introduce an ingredient that was not present in the item you chose where doing so could cause harm or offence — including but not limited to peanuts and groundnut products, tree nuts, dairy, gluten, shellfish, alcohol, pork and non-halal meat.

Where no substitute clears this bar, the item is omitted and made good under section 5. We will never take a risk with a recipient's health or beliefs in order to keep a box complete.

If you have told us about an allergy or dietary requirement for your recipient, that instruction overrides our substitution priority entirely.

4. Our replacement priority

Our team works down this order.

Level 1 — Same product, different brand

Equivalent size and quality. For example, 5kg Mama Gold Rice becomes 5kg Cap Rice.

Level 2 — Closest equivalent

The closest comparable product serving the same purpose. For example, brown bread becomes premium wheat bread; fresh tomatoes become premium plum tomatoes.

Level 3 — Upgrade

Where no like-for-like equivalent exists, we upgrade rather than downgrade — for example a ₦10,000 chocolate hamper becomes a ₦12,500 premium hamper. You never pay the difference.

Level 4 — Omit and make good

Only when no suitable substitute exists. See section 5.

5. If we have to leave something out

When an item can't be substituted, we don't simply drop it and move on. We do one of two things, and we tell you which:

• Add it to your next delivery. Our first choice — your recipient still gets what you chose, just a little later.
• Refund its value to your original payment method, if a make-good isn't practical or you'd rather not wait.

Nothing is silently omitted.

6. We don't downgrade

We will not knowingly substitute:

• Premium for budget
• Large for small
• Fresh for stale
• A recognised quality brand for an inferior alternative

If the only available option is worse, we won't use it — the item is omitted and made good under section 5 instead.

7. Major changes

If more than 40% of the items you chose would need to be substituted or omitted, and at least two items are affected, we treat this as a material change and contact you before delivering.

You can choose to:

• Approve the updated gift
• Have the missing items added to your next delivery
• Receive a full refund for the cycle

If we don't hear from you within 24 hours, we deliver what we can and make good on the rest under section 5, so your recipient isn't left with nothing. You keep every option in section 11 afterwards.

8. Your substitution preference

Set per subscription, and changeable at any time from your account.

• Smart Substitute (recommended). Our team chooses the best replacement using the priority above. No delivery delay.
• Ask Me First. We contact you before substituting and wait up to 24 hours. If we don't hear back, we apply Smart Substitute so your delivery stays on schedule.
• No Substitutions. Unavailable items aren't replaced. Anything omitted is made good under section 5.

9. Complete transparency

Every delivery record shows:

• Which items were substituted
• The original item and the replacement
• The reason for the substitution
• A photo taken on delivery

Nothing is hidden.

10. Fresh produce

Fresh food varies with season, weather, harvest and local market availability. Where necessary we choose the freshest available equivalent that meets our quality standards.

We don't knowingly send produce we wouldn't buy for our own families.

11. Our happiness guarantee

If you're unhappy with a substitution, tell us within 7 days of delivery and we'll review the order. Where appropriate we may offer a replacement item, a partial refund, or a complimentary addition to a future delivery.

We allow seven days rather than forty-eight hours because the person receiving the gift usually isn't the person who bought it — word has to travel, often across several time zones.

This section is in addition to, and does not limit, the rights set out in our Refund Policy or any rights you have under the consumer law of your country.

Contact

info@luvngift.com