Refund & Cancellation Policy
Last Updated: August 2026
At Gifted Products, we carefully select, store and dispatch our products to ensure that they reach customers in excellent condition. Please read this Refund & Cancellation Policy carefully before placing an order.
By placing an order through Gifted Products, you agree to the terms below.
1. Change of Mind Returns
Gifted Products may, at its discretion, accept a change of mind return where the customer contacts us within 7 calendar days of delivery, provided that all of the following conditions are met:
• The product has not been opened.
• Any seal, protective wrapping or original packaging remains completely intact.
• The product has not been used, tested beyond what is reasonably necessary without opening it, assembled, installed, washed, altered or damaged.
• The product is in exactly the same condition in which it was delivered.
• All labels, tags, accessories, manuals, inserts and promotional items are present.
• The original packaging is undamaged and suitable for resale.
• Valid proof of purchase is provided.
We reserve the right to refuse any change of mind return that does not satisfy all of the above conditions.
Once a product has been opened, used, damaged, altered or shows any signs of use, it cannot be returned or refunded for a change of mind.
This does not affect any rights that a customer may have under applicable UAE law where a product was defective, incorrect, damaged before receipt or otherwise did not conform to the order.
2. Opened Products
For hygiene, safety, quality control and resale purposes, Gifted Products does not normally accept returns of products once their original packaging, seal, protective wrapping or container has been opened.
This includes, but is not limited to:
• Home fragrances, diffusers, scented products and similar consumable products.
• Personal or lifestyle products.
• Children’s products and toys where packaging has been opened.
• Games, stationery and craft products where packaging or seals have been opened.
• Products supplied in sealed packaging.
• Products that have been assembled, installed or activated.
• Products showing marks, scratches, stains, scents, wear or other signs of handling or use.
An exception may apply where the product was opened solely to identify a genuine defect, or where the product arrived damaged, incorrect or otherwise did not conform to the order.
3. Damaged or Defective Products
If a product arrives damaged, defective or materially different from the product ordered, please contact Gifted Products as soon as reasonably possible after delivery.
Customers should provide:
• Their order number.
• A description of the problem.
• Clear photographs of the product.
• Clear photographs of the outer delivery packaging.
• Clear photographs of any damaged packaging, seals or labels.
• A video where reasonably requested to demonstrate an operational defect.
Gifted Products may require the product to be returned for inspection before approving a refund, replacement or other remedy.
Where a genuine manufacturing defect, incorrect item or pre-delivery damage is confirmed, Gifted Products will provide an appropriate remedy in accordance with applicable UAE consumer law.
4. Courier Damage
If a package appears visibly damaged, crushed, opened, torn, wet or otherwise compromised when delivered, customers should notify the courier where possible and take photographs before opening the package.
If the product itself has been damaged during delivery, please contact Gifted Products promptly and provide photographic evidence.
Where Gifted Products determines that the damage occurred while the order was in the possession of our appointed courier, the customer will not be refused a remedy merely because the product packaging has been opened to identify the courier damage.
Gifted Products may raise the matter directly with the courier and may require the damaged product and all packaging to be retained while the claim is investigated.
Customers should not dispose of damaged products, boxes, protective materials or labels until Gifted Products confirms that they may do so.
5. Damage After Delivery
Gifted Products is not responsible for damage that occurs after successful delivery as a result of:
• Misuse or improper handling.
• Accidental damage.
• Dropping, impact or crushing.
• Incorrect assembly or installation.
• Failure to follow manufacturer instructions.
• Exposure to unsuitable temperatures, liquids, moisture or environmental conditions.
• Normal wear and tear.
• Modification or alteration.
• Use of a product for a purpose for which it was not intended.
Products damaged after delivery by the customer or another person are not eligible for a refund or replacement unless otherwise required by law.
6. Incorrect Items
If Gifted Products sends an item different from the item shown on your order confirmation, please contact us promptly.
The incorrect product should remain unused and, where reasonably possible, unopened while we arrange the appropriate resolution.
Gifted Products may arrange collection of the incorrect item and either provide the correct item or issue an appropriate refund.
7. Products That Cannot Normally Be Returned
Unless defective, damaged before receipt, incorrectly supplied or otherwise required by applicable law, we do not normally accept returns of:
• Opened products.
• Used products.
• Products with broken or removed seals.
• Fragrances, diffusers and other opened consumable products.
• Products damaged after delivery.
• Products missing packaging, accessories or components.
• Products that have been assembled, installed, altered or customised.
• Clearance or final sale items where clearly identified as such before purchase.
• Gift cards or other non-refundable stored-value products, where applicable.
• Products that cannot reasonably be resold for hygiene, health or safety reasons once opened.
8. Inspection of Returns
All returned items are inspected before a refund is approved.
Returning a product does not automatically entitle the customer to a refund.
Gifted Products reserves the right to reject a return where inspection shows that the product:
• Has been opened contrary to this policy.
• Has been used.
• Has been damaged after delivery.
• Has missing parts or accessories.
• Is not in its original condition.
• Has been improperly stored or handled.
• Contains evidence of misuse.
• Cannot reasonably be resold as new.
Where appropriate, Gifted Products may provide photographic evidence of the condition of the returned product.
9. Return Delivery Costs
Where a return is requested purely because the customer has changed their mind, the customer is responsible for any collection or return delivery costs.
Original delivery charges are not normally refundable for change of mind returns.
Where a return is necessary because Gifted Products supplied an incorrect, defective or pre-delivery damaged product, Gifted Products will bear reasonable return or collection costs as required by applicable law.
10. Refunds
Approved refunds will normally be issued to the original payment method used for the order.
Gifted Products cannot normally issue a refund to a different card, account or person.
Once Gifted Products has processed a refund, the time taken for it to appear in the customer’s account will depend on the customer’s bank, card issuer or payment provider.
For orders paid using a third-party payment or Buy Now Pay Later provider, including providers such as Tabby or Tamara where available, refunds may also be subject to that provider’s processing procedures and timelines.
Shipping charges, return charges and other costs may be deducted from a discretionary change of mind refund where applicable and permitted by law.
11. Order Cancellations
Customers should contact Gifted Products immediately if they wish to cancel an order.
An order may only be cancelled before it has entered processing, packing or dispatch.
Because orders may be prepared quickly, we cannot guarantee that a cancellation request can be accepted after an order has been placed.
Once an order has been packed, handed to a courier or dispatched, it cannot normally be cancelled. The customer must instead follow the applicable return procedure after delivery.
12. Refusing Delivery
Refusing to accept delivery does not automatically cancel an order or guarantee a full refund.
Where an order is returned to Gifted Products because the customer refused delivery, provided an incorrect or incomplete address, failed to respond to the courier or was repeatedly unavailable to receive the order, Gifted Products may deduct reasonable delivery, return delivery and handling costs from any refund where permitted by law.
This does not apply where delivery was refused because the package was visibly damaged or where Gifted Products had supplied an incorrect order.
13. Failed Delivery
Customers are responsible for providing a complete and accurate delivery address and valid contact details.
Where delivery fails because incorrect information was supplied, the recipient was unavailable or the courier could not reasonably obtain access to the delivery location, additional delivery charges may apply before the order is sent again.
14. Abuse of the Returns Process
Gifted Products reserves the right, to the extent permitted by law, to reject returns or restrict future transactions where there is reasonable evidence of fraud, deliberate damage, excessive or abusive returns, false claims, substitution of products, attempted return of products not purchased from Gifted Products or other misuse of the returns process.
15. Statutory Rights
Nothing in this policy is intended to exclude, restrict or override rights that cannot legally be excluded under applicable consumer protection laws in the United Arab Emirates.
Where there is a conflict between this policy and a mandatory requirement of applicable UAE law, the mandatory legal requirement will apply.
16. Contact Us
For cancellations, returns or product concerns, please contact:
Gifted Products
Dubai, United Arab Emirates
Email: hello@gifted.ae
Telephone: +971 54 701 4883
Please include your order number whenever contacting us about an existing order.