Cancellation & Refund Policy

1. Cancelling an order

• More than 24 hours before the scheduled delivery date: you may cancel for a full refund of the amount paid, including delivery fees.
• Less than 24 hours before delivery, or same-day orders: your gift may already be in preparation. If preparation has not started, we will refund you in full. If it has started, we will refund the amount paid minus the cost of work already done, which we will confirm with you before processing.
• After the order has been dispatched or delivered: the order can no longer be cancelled.

To cancel, call us on +256703578111 or email support@sendagift.ug with your order number as soon as possible. Cancellation takes effect from the time we receive your request.

2. Changes to an order

Want to change the delivery date, address, message card, or the gift itself? Contact us at least 24 hours before the scheduled delivery and we will do our best to accommodate the change at no extra cost (any price difference between products is payable or refundable). Changes requested on the delivery day depend on preparation status and courier availability.

3. Returns

Because our products are perishable and made to order, we are unable to accept returns of delivered items. Instead, if something is wrong with your order, we will make it right through a replacement or refund as described below.

4. When you are entitled to a refund or replacement

We will offer a free replacement or a full refund (your choice) if:

• the item delivered is materially different from what you ordered;
• the item arrives damaged, spoiled, or in poor condition;
• the order is not delivered at all due to our error or our vendor's error; or
• we cancel your order because an item is unavailable and no suitable substitute is agreed with you.

Please report any problem within 24 hours of delivery, with photos where possible, so we can resolve it quickly. Perishable items deteriorate naturally, so we cannot assess complaints raised after this window.

5. Situations we cannot refund

• delivery failed because the recipient details provided were incorrect or incomplete, the recipient was unreachable, or the recipient refused the gift (we will attempt to contact you and can re-deliver for an additional delivery fee);
• minor variations in flower type, colour, or packaging where a substitution of equal or greater value was made because of seasonal availability;
• dissatisfaction with a product that was delivered as described and in good condition; or
• delays caused by events outside our reasonable control, such as extreme weather or road closures (we will always work with you to reschedule).

6. How refunds are paid

• Refunds are made to the original payment method used at checkout (mobile money or card, processed through our payment provider, Pesapal).
• Approved refunds are initiated within 3 business days of approval.
• Depending on your bank or mobile money provider, the funds typically reflect within 7–14 business days of being initiated. We will share confirmation once the refund has been processed on our side.
• Refunds are issued in Ugandan Shillings (UGX) for the amount originally paid.

7. Failed or duplicate payments

If you were charged but did not receive an order confirmation, or you were charged more than once for the same order, contact us with your payment reference and we will verify the transaction with Pesapal and refund any amount charged in error in full.

8. Contact us

For cancellations, refunds, or any questions about this policy, call +256703578111, email support@sendagift.ug, or reach us through our contact page. Please include your order number so we can help you faster.