Effective Date: April 20, 2026
Thank you for shopping at Giftandheart. We want every gift you choose to bring warmth and joy to the person you’re giving it to. But if you ever need to cancel an order, return an item, or request a refund, we’re here to make the process as clear, fair, and straightforward as possible.
1. Order Cancellations and Changes
If you need to cancel or modify an order, please contact us as soon as possible at service@giftandheart.com or giftandheart@126.com with your order number and the change you’d like to make.
We’ll do our best to help, but once your order has entered processing, production, or shipping, we cannot guarantee that changes or cancellations can be made. Personalised or made-to-order items often go into production quickly after confirmation, so timely changes may not be possible.
2. Return Period
You may request a return within 30 days of delivery for eligible items.
Please contact us before sending anything back. Unauthorised returns may be refused or may delay the refund process.
3. Return Eligibility
For change-of-mind returns, the item must:
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Be unused, unworn, unwashed, and undamaged;
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Be in its original packaging, where reasonably possible;
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Include all original parts, accessories, manuals, and promotional items; and
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Be accompanied by valid proof of purchase.
We may refuse a return if the item shows signs of use, damage, alteration, improper assembly, or incomplete packaging not caused by us.
4. Non-Returnable Items
Unless the item is damaged, defective, incorrect, or otherwise covered by applicable law, we generally cannot accept change-of-mind returns for:
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Personalised or custom-made gifts;
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Made-to-order items;
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Products altered or assembled by the customer;
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Clearance or final-sale items clearly marked before purchase;
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Gift cards; and
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Products that cannot be returned for health, hygiene, or safety reasons after opening, such as underwear or swimwear. This restriction is clearly stated on the respective product page.
Personalised, custom-made, or made-to-order items are generally not eligible for change-of-mind returns, unless the product page states otherwise. This does not affect your rights if the item arrives damaged, defective, incorrect, or materially different from what you confirmed.
5. Damaged, Defective, Incorrect, or Incomplete Items
If your order arrives damaged, defective, incorrect, or incomplete, please contact us promptly with:
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Your order number;
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A clear description of the issue;
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Photos or videos showing the item and the problem;
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Photos of the shipping label and outer packaging, if relevant; and
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Confirmation of your delivery address.
After verifying the issue, we will offer an appropriate remedy, which may include a replacement, exchange, or refund, subject to availability and your preference where available. We take full responsibility — we do not merely reimburse return shipping; we actively provide a remedy through a replacement, exchange, or refund.
If the problem is confirmed to be our fault or our fulfilment partner’s fault, we will cover the applicable replacement or return shipping costs.
Please do not discard the item or its packaging while your request is being reviewed unless our support team tells you otherwise.
6. Return Shipping
For merchant-responsible returns involving damaged, defective, incorrect, or incomplete items, we will provide return instructions and cover authorised return shipping costs.
For change-of-mind returns, you are responsible for the return shipping costs. Original shipping fees are non-refundable unless required by law. Any customs duties or import fees already paid cannot be refunded by us.
We recommend using a trackable shipping method for change-of-mind returns. We are not responsible for items lost or damaged in transit before they reach our authorised return address.
Please do not send returns using cash-on-delivery or similar services.
7. Return Address
Always contact us for return authorisation and instructions before sending any item back.
Our registered business address is not a return address. After your return request is reviewed and approved, we will confirm the applicable return warehouse and provide the necessary instructions, including your Return Authorization.
Items sent to an unauthorised address may be refused, lost, or returned to the sender.
8. Exchanges
Exchanges depend on product availability. Exchanges require that you first return the original item(s) — we cannot send a replacement until we receive and inspect the original item, subject to stock availability.
If the item you’d like is out of stock, we may process a refund and suggest placing a new order.
9. Refunds
After we receive and inspect your authorised return, we’ll notify you whether your refund has been approved.
Approved refunds will cover the purchase price of the eligible returned item(s).
Original shipping fees are refundable only if the return is due to our error, such as a wrong item or defective product. For change-of-mind returns, original shipping costs are non-refundable.
Customs duties, import taxes, or other non-refundable charges imposed by the destination country are not refundable because these amounts are paid to third parties.
If the return is due to a defective or incorrect item, we will also reimburse any authorised return shipping costs you may have incurred if you did not use our prepaid label.
Approved refunds will normally be issued to your original payment method within 5–10 business days of approval. Your bank, card issuer, or payment provider may take additional time to reflect the refund in your account.
We generally do not issue refunds to a payment method different from the one used for the original purchase.
10. Late or Missing Refunds
If an approved refund hasn’t appeared after the expected time:
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Check your bank or payment account;
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Contact your card issuer, bank, or payment provider; and
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Reach out to us if you still need help.
11. Incorrect Addresses and Undeliverable Orders
You are responsible for providing a complete and accurate delivery address.
If an order is returned or cannot be delivered due to an incorrect address, failure to collect after multiple delivery attempts, refusal of delivery, or unpaid customs charges:
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Applicable return shipping, customs, and handling fees will be deducted from any eligible refund.
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If you request redelivery to a corrected address, you will be responsible for the additional shipping costs.
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Refund eligibility will be assessed after the returned package is inspected.
12. Returns Support and Business Information
If you have any questions about cancellations, returns, exchanges, or refunds, please contact us using either customer service email address below.
Brand:
Giftandheart
Website:
https://giftandheart.com
Store Operator:
Dongyang Longming Daily Necessities Co., Ltd.
Legal Entity:
Dongyang Longming Daily Necessities Co., Ltd.
Unified Social Credit Code:
91330783MAEUQH3D3B
Registered Address:
Room 402, 4th Floor, No. 76 Zengping Road, Baiyun Subdistrict, Dongyang City, Jinhua City, Zhejiang Province, China
Date of Establishment:
September 16, 2025
Customer Service Emails:
service@giftandheart.com
giftandheart@126.com
Contact Phone:
+86 151-6803-1954
Customer Service Hours:
Monday–Friday, 9:30 AM–12:00 PM and 2:00 PM–6:30 PM
China Standard Time (UTC+8)
For return-related matters, please contact us before sending an item. Do not send returns to the registered address unless our customer service team specifically approves it. We will provide the current applicable return warehouse information and return instructions. If the phone line is busy, please contact us by email or through the store backend.
Current authorized return warehouse — use only after customer service provides your Return Authorization and written return instructions:
Warehouse: Gulf Coast Returns Center – Suite 209
1903 Magnolia Bend Dr
Mobile, AL 36695-3419
United States
Attn: Return Authorization: [Provided by customer service after approval]
We value your trust and are committed to protecting your personal information — just as we are committed to helping you find gifts that feel warm and thoughtful.
Giftandheart is operated by Dongyang Longming Daily Necessities Co., Ltd., which handles giftandheart.com, order processing, customer service, and related e-commerce activities.