Last updated: 9 October 2026
At Gifts n Boxes, we create personalized gifts, corporate gifting solutions and custom packaging for customers in Dubai and beyond. This policy explains how we handle order cancellations, damaged or incorrect products, returns and refunds.
1. Custom and Personalized Orders
Many of our products are created or branded specifically for each customer. Please review and approve the quotation, specifications, artwork, names, logos, colours, quantities and delivery details before production begins.
Once production has started, customized or made-to-order products generally cannot be returned or cancelled simply because you have changed your mind. This does not affect your rights if an item is faulty, damaged, materially different from the approved specifications, or otherwise qualifies for a remedy under applicable law.
2. Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, incomplete or different from what was agreed, please contact us as soon as possible after delivery. We will review the issue and arrange an appropriate solution, which may include correcting the item, replacing it or providing a refund where applicable.
To help us investigate, please provide your order or invoice reference, a short description of the issue and photographs where relevant. Keep the original item and packaging until we confirm the next steps.
3. Returns of Non-Custom Items
For products that have not been personalized, please contact us before returning anything. Eligibility for a change-of-mind return will depend on the product, its condition and the terms agreed when the order was placed. Any mandatory rights under UAE consumer protection law remain unaffected.
Items sent back without prior coordination may be difficult to identify or process. We will confirm any applicable return instructions and arrangements directly with you.
4. Order Changes and Cancellations
If you need to amend or cancel an order, contact us promptly. Requests made before artwork approval, material purchasing or production may be easier to accommodate. Where work or materials have already been committed, the agreed quotation or order terms may affect the amount eligible for refund, subject to applicable law.
5. Refund Processing
Once a refund is approved, we will confirm the amount and the method of repayment. Where practical, refunds will be issued to the original payment method or another method agreed with the customer. The time for funds to appear may depend on the bank or payment provider.
6. Return Delivery and Collection
Please do not send products to us without first contacting our team. We will provide return or collection instructions where needed and confirm responsibility for any delivery costs according to the reason for return, our agreed order terms and applicable law.
7. Your Consumer Rights
Nothing in this policy limits rights or remedies that cannot lawfully be excluded under the consumer protection laws applicable in the United Arab Emirates. Where an agreed order term conflicts with a mandatory legal right, the applicable law takes precedence.
8. Contact Us
For any questions about cancellations, returns, exchanges or refunds, please contact:
Gifts n Boxes
Al Quoz, Dubai, United Arab Emirates
Email: celebrations@GiftsnBoxes.com
Phone: +971 56 681 42 99
When you contact us, please include your order or quotation reference so that we can assist you more quickly.