Refund policy

Giftsplug Return & Refund Policy

Business Name: Giftsplug
Location: Kriel, Mpummalanga, South Africa
Contact: aurapalonline@gmail.com | 0847909464/ WhatsApp

At Giftsplug, we want you to love what you ordered. If you're not completely satisfied, we're here to help. This policy is in accordance with the South African Consumer Protection Act (CPA) No. 68 of 2008.

1. Our 7-Day Happiness Guarantee

You may return any eligible item within 7 days of delivery for any reason - change of mind, wrong size, colour, etc.

Conditions:

Item must be unused, unwashed, and in its original condition.
Item must be in its original packaging with all tags, labels, and accessories included.
Proof of purchase (order number / invoice) is required.

To qualify, you must notify us within 7 days of receiving your parcel. The 7-day period is for notification, we will then give you a reasonable time to ship it back.

2. Non-Returnable Items

For hygiene, safety and customization reasons, we cannot accept returns on the following, unless the item is defective or incorrect:

Spa / Makeup Tools: Makeup brushes, facial rollers, gua sha, makeup sponges, foot files, and any personal care tools that have been opened/used.
Personalized / Custom Gifts: Any item that has been personalized, engraved, or custom-made to your specifications.
Gift Wrapping Supplies: Gift wrap rolls, ribbons, tissue paper, gift bags, or boxes that have been opened, cut, or used.
Sale / Clearance Items: Items marked as final sale.

3. Defective, Damaged or Incorrect Items

Your rights under the CPA are protected. If you receive an item that is defective, damaged in transit, or not what you ordered, you have up to 6 months from delivery to return it.

We will at your choice:

Repair the item,
Replace the item, or
Provide a full refund including original delivery costs.

Please send us a photo/video of the defect within 48 hours of delivery to speed up the process. We will arrange collection or reimburse you for return shipping for defective items.

4. Artificial Flowers

Artificial flowers can be returned under the 7-day policy provided they are unused, not bent, trimmed, or removed from their original packaging and have no signs of dust or handling damage.

5. How to Initiate a Return

Step 1: Email us at aurapalonline@gmail.com with subject "RETURN - Order #XXXX" or WhatsApp us at 084 790 9464
Include: Order number, item(s) to return, reason, and photos if defective.

Step 2: We will respond within 24-48 business hours with a Return Authorization (RA) number and return instructions.

Step 3: Pack the item securely in its original packaging and send it to:

Giftsplug Returns
4 Springbok Crescent, Kriel 2271
Mpumalanga
South Africa

Please do not send items without an RA number.

6. Shipping Costs

Change of mind returns: The customer is responsible for the cost of returning the item. Original shipping fees are non-refundable.
Defective / Wrong item / Our error: We will cover the return shipping cost via courier collection or Paxi/Pudo reimbursement.

We recommend using a tracked service like The Courier Guy, Paxi, or Pudo. Giftsplug is not responsible for items lost in transit on returns.

7. Refunds & Exchanges

Exchanges: We are happy to exchange for a different size, colour or product of equal value, subject to stock availability. If there's a price difference, we will charge or refund the difference.
Refunds: Once we receive and inspect your return, we will notify you. Approved refunds will be processed to your original payment method within 5-10 business days. Bank transfer refunds (EFT) may take 1-2 extra days.
Gift Vouchers used will be reissued as store credit.

8. Cancellations

You can cancel your order before it has been shipped for a full refund. If the order has already been shipped, it will be treated as a standard return. Custom or personalized orders cannot be cancelled once production has started.