Delivering in Sandton and surrounding areas
THOUGHTFULGIFTS

Returns & Refunds
Policy

We want you to be completely satisfied with your gift purchase. Here's everything you need to know about our returns process.

Important: Perishable Items

Due to the nature of our gift packages, many items are perishable (flowers, chocolates, fresh treats) and cannot be returned. Please review our policy carefully before placing your order.

When We Accept Returns

We will gladly accept returns or offer a replacement in the following circumstances:

  • The delivered gift package differs significantly from what was ordered
  • Items arrived damaged or broken during transit
  • Perishable items arrived in poor condition (wilted flowers, melted chocolates, etc.)
  • The order was delivered to the wrong address due to our error
  • Items are missing from the gift package

When We Cannot Accept Returns

Unfortunately, we cannot accept returns or offer refunds in the following cases:

  • Change of mind after the order has been dispatched
  • The recipient was not home and the gift was left at a safe location
  • Incorrect delivery details were provided by the customer
  • Perishable items that were delivered in good condition but not stored properly
  • Personalized or custom-made gift items
  • Gift add-ons or items purchased at a discount

How to Report an Issue

If you're not satisfied with your order, please contact us within 24 hours of delivery:

+27 11 000 1234
hello@thoughtfulgifts.net

Please include:

  • • Your order number
  • • Clear photos of the issue
  • • Description of the problem
  • • Your preferred resolution (refund or replacement)

Refund Process

1

Report the Issue

Contact us within 24 hours of delivery with photos and details.

2

We Review Your Case

Our team will assess the issue and respond within 24-48 hours.

3

Resolution

If approved, you'll receive a replacement delivery or refund to your original payment method within 5-7 business days.

Order Cancellations

  • Before dispatch:

    Orders can be cancelled for a full refund if we haven't started preparing your gift package.

  • After dispatch:

    Once your order is on its way, cancellations are not possible. Please ensure all delivery details are correct before completing your purchase.

Have Questions?

Our customer care team is here to help. Reach out and we'll get back to you as soon as possible.

Contact Us