Return & Cancellation Policy

At Smart Giftly, we believe gifting should feel good—for the giver, the receiver, and the artisan behind each product. That’s why we’ve designed our return and cancellation process to be clear, fair, and thoughtful.

We offer two types of requests:

1. Cancellation (Before Redemption)

If you’ve purchased a digital gift voucher but it hasn’t been redeemed yet, you may request a cancellation within 48 hours upon purchase.

To start the process, simply email us at info@smartgiftly.com using the subject line:
“Cancellation Request – Order ID: [Insert order ID]”
Please include your name, order number, and reason for cancellation.

Once we confirm the voucher hasn’t been redeemed, we’ll process your cancellation and issue a refund to the original payment method.

A template is also provided in our Terms of Use: Annex I - Model Cancellation Template

2. Return / Withdrawal (After Redemption & Delivery)

If the gift has already been redeemed and delivered, and the receiver wishes to return it, we’re here to help—within reason. Return requests must be submitted within 14 days of delivery.

To begin, the receiver should email us at info@smartgiftly.com with the subject line:
“Withdrawal Request – Order ID: [Insert order ID]”
Please include photos (if applicable), a short explanation, and the reason for the return.

If you believe a return is necessary, please contact us first. If we agree that the return is justified, we’ll provide clear instructions and a secure link to proceed. Please wait for our reply before taking any further steps, as refunds or returns cannot be processed without prior confirmation.

A template is also provided in our Terms of Use: Annex II - Model Withdrawal Template

Please note:

• Return shipping costs are the responsibility of the Gift Receiver.
• The original Gift Giver will be notified of the return.
• Refunds are issued via the original payment method to the original Gift Giver.
• The returned package must be the same as originally received.

Exceptions: Perishable & Personalized Items

Because we work with small-scale artisans and food producers, some items are non-returnable:

• Perishable goods
• Personalized or custom-made items (e.g., personalized jewellery)
• Sealed and hygiene-sensitive products (if the seal has been broken).

These are crafted or prepared specifically for each order, and we want to honor the time and care our partners put into them. If such an item arrives damaged, please contact us immediately—we’ll do our best to make it right.

Refunds

Once your cancellation or return is approved:

• Refunds are issued to the original payment method
• Please allow 2–14 business days for the refund to appear, depending on your bank or payment provider
• We’ll notify you by email once the refund has been processed

Why We Do It This Way

We work closely with independent artisans and small-scale producers who pour love and care into every item. By keeping logistics lean and returns intentional, we ensure that the artisans are fairly compensated.

We also ensure that Gift Givers make conscious choices from the available options to minimize the chance of returns. This thoughtful approach not only supports our partners but also helps reduce shipment-related emissions, making each gift more sustainable.

We’re not just a gifting platform, we’re a community that values thoughtful giving, fair collaboration, and environmental care.

Thank you for being part of it.