Refund & Return Policy

1. Our Guarantee

At GiftsToVN, your satisfaction is our top priority. We work directly with trusted Vietnamese sellers and stand behind every order with the policies below, in accordance with Australian Consumer Law.

2. Damaged in Transit

If your product arrives damaged in transit, we will work with the seller to provide a replacement. Photos are enough to report the damage; an unboxing video is optional. Your rights for faulty products, including refunds where applicable, are set out below. To claim:

1. Take photos of the damaged item and packaging
2. Email the photos to support@giftstovn.store with your order number
3. We will coordinate a replacement as soon as possible

3. Change of Mind Returns

Non-personalised products may be returned within 14 days of delivery if:

• The item is unused, undamaged, and in its original packaging
• You contact us at support@giftstovn.store with your order number and reason for return

Return shipping costs are the responsibility of the customer unless the item is faulty.

4. Personalised / Engraved Products

Custom-engraved and photo-personalised products cannot be returned or refunded for change of mind, as they are made to your specifications. This does not affect your rights under Australian Consumer Law if the product is faulty or significantly different from what was described.

If the personalisation is incorrect — a misspelled name or wrong date — contact us within 7 days of delivery and we will work with the seller to resolve the issue.

5. Faulty or Defective Products

Under the Australian Consumer Law, you are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

If you believe a product is faulty:

1. Contact us at support@giftstovn.store with photos or video of the defect
2. We will assess your claim within 2 business days
3. If approved, we will arrange a replacement or full refund including any shipping you paid

6. Flowers & Perishable Products

Fresh flowers, cakes, and other perishables cannot be returned for change of mind. If they arrive damaged or in poor condition, please contact us within 48 hours with photos and we will arrange a free replacement.

7. Refund Processing

Approved refunds are processed to the original payment method within 5–10 business days. You will receive an email confirmation once your refund has been issued.

8. Contact Us

GiftsToVN ABN 47 687 649 731

Email: support@giftstovn.store
Response Time: Within 24 hours