REFUND & RETURN POLICY

PROCEDURE FOR RETURN OR REFUND

We will refund you the price you paid for the products, and any approved refund shall be credited back to your Boonify wallet, within two (2) days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.

Personalised Products

Include cards, mugs, framed cards, t-shirts, alcohol gifts and cases.

Where an item is faulty, please contact our Customer Service Team within twenty-four hours via the provided contact details. We will either ask you to return the item to us within twenty-four hours of receipt or to take a photo of the item before returning it to us. You can speak to our Customer Service Team for a return address if you do not have one. Your right to return items to us in accordance with these Terms is in addition to any other statutory rights you may have.

If you are eligible for a refund, we will reimburse the price you have paid for the product(s) onto the account you provide us. Alternatively, we may offer to reprint (if applicable) and resend the item free of charge. Please note it is not our policy to offer both a refund and a resend.

Refunds cannot be given if the fault is a result of your own actions, such as product misuse or if personalization is misspelled or if you have uploaded an image of low resolution or size.

Flowers

Please note that, because flowers are perishable, we need to be informed of any problem with your order within twelve (12) hours of delivery to give us the best chance of resolving the issue. We reserve the right to refuse a refund or replacement.

If the recipient receives damaged flowers or they fail to arrive, please contact us immediately so that we can arrange to resend the flowers on the next available delivery date or offer a full or partial refund. The amount of a partial refund will depend on the specific circumstances surrounding the flowers.

As is the case with other gifts, it is not our policy to offer both a refund and a resend. Where flowers have been damaged, we will normally ask for photographs clearly showing the problem so we can use them to determine what is going wrong with our system or our couriers. Refunds cannot be given for flowers that have died quickly unless we understand there to be a genuine problem. It is important that flowers are cared for correctly and in line with the instructions provided. Putting them by heat sources or draughts, or failing to change the water, will damage them. We include instructions and flower food with all our arrangements. In some circumstances, flowers are sent in the bud and will not be fully open when they arrive. However, they should open once they have settled at room temperature.

As is the case with other gifts, it is not our policy to offer both a refund and a resend. Where flowers have been damaged, we will normally ask for photographs clearly showing the problem so we can use them to determine what is going wrong with our system or our couriers. Refunds cannot be given for flowers that have died quickly unless we understand there to be a genuine problem. It is important that flowers are cared for correctly and in line with the instructions provided. Putting them by heat sources or draughts, or failing to change the water, will damage them. We include instructions and flower food with all our arrangements. In some circumstances, flowers are sent in the bud and will not be fully open when they arrive. However, they should open once they have settled at room temperature.

It is important that we are contacted as soon as possible regarding issues with your order or the product(s) you have ordered.

Non-Personalised Products

Including soft toys, gift boxes, gift cards, food gifts, alcohol gifts, sealed beauty gifts, and sealed jewelry gifts.

Where an item is faulty, please contact our Customer Service Team via the provided contact details. We will either ask you to return the item to us within twenty-four hours of receipt or to take a photo of the item before returning it to us. You can speak to our Customer Service Team for a return address if you do not have one. Your right to return items to us in accordance with these Terms is in addition to any other statutory rights you may have.

If you are eligible for a refund, we will reimburse the price you have paid for the product(s) into the account you provide us. Alternatively, we may offer to reprint (if applicable) and resend the item free of charge. Please note it is not our policy to offer both a refund and a resend.

Please note that if the value of the product has been reduced by any handling of it beyond what is necessary to check whether the product is as expected, we may deduct an amount to reflect that reduction in value from the sum we refund to you. Note that the value of a product may be reduced to nothing if its seal (or similar) is broken.

For products supplied in sealed packaging or otherwise intended to remain unopened until use, no refund shall be available where the product has been opened, unsealed, used, consumed, or is no longer in its original condition, except where the product is faulty, damaged, incorrect, or where applicable law requires otherwise. In such cases, any delivery fees paid in connection with the order shall also be non-refundable.

When we will pay the costs of the return

We will pay the costs of return if:

• (a) The products are faulty or misdescribed;
• (b) if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control, or because you have a legal right to do so as a result of something we have done wrong;
• (c) if we, or on behalf of our suppliers, have requested a return of the product due to a product recall.

Deductions from refunds if you are exercising your right to change your mind

We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods if this has been caused by your handling them in a way that would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

Gifts That Cannot Be Returned

For health, hygiene, or safety reasons, certain product categories are non-returnable unless faulty or incorrect. This includes:

• - Food and alcohol gifts
• - Sealed beauty products
• - Custom-made or personalised items (e.g., engraved or monogrammed items)

Packaging and Returns

When returning any product, please ensure it is in its original condition, including all packaging, labels, and tags. You are responsible for the safe return of the item until it reaches us.

Please ensure that any personal data or accounts associated with the item have been removed before returning it.

Rejected Returns

If a returned item does not meet our return criteria, we will notify you and attempt to redeliver the item within two (2) business days. If these attempts are unsuccessful, we will hold the item for thirty (30) days for collection. If uncollected, the item will be forfeited and disposed of appropriately.

No Exchanges

We do not offer product exchanges. If you wish to obtain an item of a different size, color, or variation, you will be required to return the original product in accordance with our return policy. After your return is processed and approved, you may place a new order for the desired item.

CONTACT DETAILS

If you have any questions about our refund policy and processes, please contact us using the details provided below:

Full name of legal entity: Boonify Merchandise World Ltd

Email address: support@Boonifyworld.com

Telephone: +234 9061930964