Refund Policy
ENCHANT GIFTS – TERMS, DELIVERY, REFUND AND PRIVACY POLICY
Definitions
ORDER refers to the agreement between the Customer and Enchant Gifts whereby Enchant Gifts agrees to prepare and deliver the selected products and/or services, and the Customer agrees to make payment.
VALID ORDER refers to an order for which payment has been made or payment has been confirmed and all required information necessary for processing and delivery has been provided.
CUSTOMER (ORDERER) refers to the individual or organization placing the order.
RECIPIENT refers to the individual designated by the Customer to receive the order.
Order Placement
Orders may be placed through our website, WhatsApp, Instagram, phone, email, or any other official Enchant Gifts communication channel.
The Customer is responsible for providing accurate and complete information necessary for successful order fulfillment, including but not limited to:
- Recipient's full name
- Delivery address
- Phone number
- Preferred delivery date and time
- Letter content, instructions, or customization details where applicable
Enchant Gifts shall not be responsible for delays, failed deliveries, or errors resulting from inaccurate or incomplete information supplied by the Customer.
Order Processing and Personalization
Many Enchant Gifts products are customized and made specifically for each order.
Order processing may include:
- Custom letter writing
- Handwriting services
- Printing services
- Wax sealing
- NFC customization
- Gift packaging
- Floral arrangement preparation
- Sourcing of requested items
- Surprise setup preparations
- Other personalization services
Once work has commenced on an order, the order shall be considered to be in production.
Delivery
Enchant Gifts will make every reasonable effort to deliver orders within the agreed timeframe.
While we strive to meet requested delivery times, delivery times are estimates and may be affected by traffic conditions, weather, logistics constraints, security situations, vehicle issues, public holidays, or circumstances beyond our control.
Delivery shall be deemed completed when:
- The Recipient accepts the order.
- Any person at the delivery address accepts the order on behalf of the Recipient.
- The Customer requests that the order be left at a specified location.
- Delivery confirmation has been provided by the delivery personnel.
The Customer agrees to remain reachable through the contact information provided in case delivery-related communication becomes necessary.
Deliveries to Offices, Schools, Hotels, Hospitals and Other Institutions
For deliveries to offices, schools, hotels, hospitals, hostels, estates, and similar institutions, additional information may be required, including:
- Building name
- Room number
- Department
- Floor number
- Reception details
- Gate instructions
Delivery shall be considered completed once the order has been received by reception personnel, security personnel, administrative staff, roommates, colleagues, or any person authorized to receive items on behalf of the Recipient.
Failed Deliveries
A delivery attempt shall be considered completed in any of the following situations:
- The Recipient refuses to accept the order.
- The Recipient cannot be reached.
- The delivery address provided is incorrect or incomplete.
- The Recipient is unavailable at the specified location.
- The Customer or Recipient fails to provide necessary information required for access.
- Any individual present at the delivery location refuses to accept the order.
- Circumstances beyond the reasonable control of Enchant Gifts prevent delivery.
In such situations, Enchant Gifts may contact the Customer to arrange redelivery or pickup where possible.
Additional delivery charges may apply for redelivery attempts.
Flowers and Floral Arrangements
Flowers are natural products and may vary in color, size, shape, bloom stage, and appearance.
Due to seasonal availability and supply conditions, Enchant Gifts cannot guarantee that floral arrangements will be identical in every detail to photographs displayed on our website, social media platforms, advertisements, or marketing materials.
Where necessary, Enchant Gifts reserves the right to substitute flowers, wrapping materials, ribbons, decorative accessories, vases, packaging materials, or related components with alternatives of similar quality, appearance, and value.
Such substitutions shall not constitute grounds for refunds, complaints, or cancellation.
The lifespan of flowers depends on environmental conditions, handling, and care after delivery. Enchant Gifts does not guarantee the longevity of flowers after successful delivery.
Personalized Letters and Custom Products
Handwritten letters, custom-written letters, printed letters, wax-sealed letters, NFC-enabled products, personalized gifts, custom gift boxes, and other customized products are created specifically for each Customer.
Once writing, design, production, customization, sourcing, printing, packaging, or preparation has commenced, such products become non-refundable and non-returnable except where an error has been made directly by Enchant Gifts.
Customers are responsible for reviewing any information, names, dates, spellings, messages, and instructions submitted to Enchant Gifts.
Enchant Gifts shall not be liable for errors resulting from incorrect information supplied by the Customer.
Surprise Deliveries and Romantic Experiences
Enchant Gifts offers products and services designed to help Customers express emotions and create memorable experiences.
However, Enchant Gifts does not guarantee:
- Acceptance of proposals
- Acceptance of relationship requests
- Reconciliation outcomes
- Emotional reactions
- Recipient responses
- Relationship outcomes
- Social media reactions
- Any specific personal, emotional, or relationship result
The success of a surprise, proposal, apology, romantic gesture, or emotional experience depends on factors outside the control of Enchant Gifts.
No refund shall be granted solely because the desired emotional outcome was not achieved.
Refund Policy
Refunds may be granted under the following circumstances:
- Enchant Gifts is unable to fulfill the order.
- An incorrect product was delivered due to an error by Enchant Gifts.
- An order was not delivered due solely to an error directly attributable to Enchant Gifts.
- A duplicate payment was made by the Customer.
Refund requests shall be reviewed on a case-by-case basis.
Where approved, refunds shall be processed using the original payment method or any other method determined by Enchant Gifts.
Non-Refundable Situations
Refunds shall generally not be granted in the following situations:
- The Customer changes their mind after payment.
- Production has already commenced.
- The Recipient refuses to accept the order.
- Incorrect information was provided by the Customer.
- Delivery could not be completed due to Recipient unavailability.
- Personalized products have already been created.
- Floral variations occur due to the natural nature of flowers.
- Substitutions were made in accordance with this policy.
- The desired emotional or relationship outcome was not achieved.
- Delivery delays occur due to factors outside the control of Enchant Gifts.
Order Cancellation
Orders may only be cancelled before production begins.
Where work has already commenced, Enchant Gifts reserves the right to refuse cancellation or deduct expenses already incurred before issuing any partial refund.
Customized and personalized products are generally not eligible for cancellation once production has started.
Complaints
Complaints regarding an order must be reported within twenty-four (24) hours of delivery.
Customers may be required to provide photographs, videos, screenshots, or other supporting evidence to assist in the investigation of a complaint.
Enchant Gifts reserves the right to review all complaints and determine an appropriate resolution.
Limitation of Liability
Enchant Gifts shall not be liable for indirect, incidental, consequential, emotional, reputational, or relationship-related losses arising from the purchase, delivery, or use of any product or service.
Our maximum liability shall not exceed the amount paid by the Customer for the specific order in question.
Privacy Policy
Enchant Gifts respects the privacy of its Customers and Recipients.
Personal information collected may include:
- Names
- Phone numbers
- Delivery addresses
- Email addresses
- Order details
- Personalized messages
This information shall be used solely for:
- Processing orders
- Delivering products
- Customer support
- Service improvement
- Legal compliance
Enchant Gifts does not sell personal information to third parties.
Information may be shared only where necessary to fulfill an order or where required by law.
Acceptance of Terms
By placing an order through our website, WhatsApp, Instagram, email, phone, or any official Enchant Gifts channel, the Customer confirms that they have read, understood, and agreed to these Terms, Delivery, Refund, and Privacy Policies.