Last updated: 10 September 2026
We want Gift City orders to arrive correctly made and ready to gift. This policy explains when an order may qualify for cancellation, return, replacement or refund in Pakistan.
Please request a cancellation as soon as possible by emailing [email protected] with your order details. A standard item may be cancelled before dispatch. A personalized or made-to-order item can only be cancelled before design preparation or production begins. Once work has started, cancellation may not be available because the item is being made specifically for you.
An eligible non-personalized item may be requested for return within 7 calendar days of delivery. It must be unused, undamaged and returned with its original packaging and included accessories. Approval is required before sending anything back.
Personalized products cannot normally be returned for change of mind. We will review a replacement or refund request if the item arrives damaged, has a manufacturing defect, differs materially from the confirmed order or contains an error made by Gift City.
Email [email protected] within 48 hours of delivery. Include your order details, a clear description, photos of the product and packaging, and an unboxing video where reasonably available. Keep all packaging until the case is resolved. This helps us assess courier damage and production issues promptly.
If a return is approved, we will provide instructions. Do not send items to an unconfirmed address. Return shipping is normally the customer’s responsibility for change-of-mind returns. For a verified defect, incorrect item or transit damage, Gift City will advise the appropriate remedy and shipping arrangement.
Approved refunds are issued through the original payment method where practicable. Processing time can vary by bank or payment provider. Original delivery charges are not normally refundable for change-of-mind returns. Where appropriate, we may offer repair, replacement, store credit or refund after reviewing the item and evidence.
Screen settings, materials and handcrafted finishing may cause slight variations in colour, grain, placement or texture. A minor variation that does not materially change the ordered design is not normally considered a defect.
For cancellation, return or refund support, email [email protected]. Location: Pakistan. This policy does not limit rights that cannot be excluded under applicable law.
