Refund policy

Email CONTACT@gulugift.com as soon as you notice an order issue. Include your order number, checkout email address, the reason for your request, and relevant supporting details. We may ask for additional information to verify the transaction or delivery.

If you have not completed payment, a refund is generally not needed. If you believe funds were debited, contact us so we can check the payment record.

For a paid order, contact us promptly if you wish to cancel. Eligibility depends on whether food preparation, dispatch, membership activation, or other fulfilment has already started, as well as your applicable legal rights.

Contact us if an order is not fulfilled, the wrong item is delivered, an item arrives damaged, or a payment appears to have been duplicated. Provide relevant delivery details, payment references, or photographs where available.

We review the evidence and order records to determine the appropriate resolution, which may include a refund where warranted. If a physical return is needed, obtain instructions from us before sending goods to any address.

Prepared food and other perishable items are generally unsuitable for physical return. This does not prevent you from reporting a missing, incorrect, unsafe, or otherwise problematic order.

For gift returns or change-of-mind requests, eligibility may depend on the item’s condition, packaging, whether it has been personalised or used, and applicable law. Please contact us before returning an item; return arrangements and any applicable costs will be explained for your case.

Gift coins are sold as fixed packs (1000, 2000 or 3000 coins) and are credited to your balance after the payment is confirmed.

Coins cannot be withdrawn, transferred to another person, or redeemed for cash, and they do not expire. A coin pack may be refunded while its coins are unused; once the coins have been spent, the purchase is no longer refundable.

When a gift paid with coins is refunded, the coins are returned to your balance instead of a cash refund.

Submitting a request does not automatically approve a refund. After review, we will communicate the outcome and, where a refund is approved, the amount to be refunded based on the payment and order circumstances.

Approved refunds are arranged through the original payment method where supported by the provider. The time for funds to appear depends on the payment provider and your bank. Currency conversion and bank handling are determined by those providers; we do not promise a fixed arrival date.

This policy does not limit any refund, cancellation, or other rights that cannot lawfully be excluded. If you disagree with a decision or need help checking a refund, contact us with the order number and relevant reference.