Refund & Cancellation Policy

1. Order Cancellation

You may cancel your order free of charge before it has been processed or dispatched, by contacting our support team as soon as possible with your order number. Once an order has entered preparation or been handed over for delivery, we may not be able to cancel it — this is especially true for perishable or made-to-order items, which are often prepared very quickly after an order is placed.

2. Non-Returnable & Non-Cancellable Items

Because of their nature, the following categories generally cannot be cancelled once confirmed, or returned once delivered, except where the item is damaged, defective, or significantly different from what was ordered:

• Fresh flowers, cakes, and other perishable or fresh-food items
• Personalised or customised gifts (e.g. engraved, monogrammed, or made to your specifications)
• Gift cards and vouchers

3. Returns & Replacements

If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us within 48 hours of delivery with your order number and photos of the item received. We will review your request and, where eligible, arrange a replacement, exchange, or refund at no additional cost to you.

4. Refunds

Approved refunds are issued to your original payment method, or as store credit where you prefer. Refunds to cards, UPI or net banking typically reflect within 5–7 business days after approval, depending on your bank or payment provider's own processing times. Cash-on-delivery order refunds, where applicable, are processed via bank transfer or store credit.

5. Failed or Duplicate Payments

If an amount was deducted from your account but your order was not confirmed, or if you were charged more than once for the same order, please contact our support team with your payment reference. Once verified, any excess amount will be refunded to your original payment method within the timelines above.

6. Damaged, Incorrect or Missing Items

We take great care in packaging every order, but if something goes wrong in transit or fulfilment, we want to make it right. Please report damaged, incorrect or missing items within 48 hours of delivery so we can investigate and resolve it quickly, including arranging a replacement or refund as appropriate.

7. Contact Us

To request a cancellation, return, replacement or refund, please contact us at info@avidgifts.co or through our Contact Us page, with your order number and details of your request.