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Refund Policy

Last updated: 30 September 2026

Gifts are often personal, perishable and time-sensitive. This policy explains when you can cancel an order and how refunds work on GiftSasa.

1. How your payment is protected

All payments on GiftSasa are made by M-Pesa to GiftSasa, not directly to the Shop. We hold your payment until your order is complete:

  • When the Shop marks your order as delivered, you can tap I received it on your order page to confirm.
  • If something is wrong, tap Report a problem instead. The payment stays on hold until the issue is resolved.
  • If you do nothing within 24 hours of delivery, the order is confirmed automatically and the payment is released to the Shop.

Never pay a Shop directly outside GiftSasa. Payments made outside the platform are not protected by this policy.

2. Cancelling before the Shop accepts

You can cancel any order free of charge from your order page until the Shop accepts it, and you will receive a full refund.

3. If the Shop rejects or cannot fulfil your order

If a Shop rejects your order or cannot deliver it, you will receive a full refund of everything you paid, including delivery and packaging.

4. After the Shop has accepted

Once a Shop accepts your order, it may have bought materials or started preparing your gift. Cancellation is then only possible if the Shop agrees. The Shop may deduct the cost of any work or materials already used.

The following cannot be refunded once preparation has started, unless the Shop made a mistake:

  • personalized or custom-made items (for example printed mugs, engraved items or custom gift packs);
  • perishable items such as flowers, cakes and food hampers.

5. Wrong, damaged or missing items

If your gift arrives damaged, incorrect, incomplete, or clearly different from what was agreed:

  1. Tap Report a problem on your order page within 24 hours of delivery, before the order is confirmed. You can also email hello@giftsasa.com with your order number.
  2. Send clear photos of the problem in the order chat.
  3. The Shop may offer a replacement, a partial refund or a full refund. If you cannot agree with the Shop, GiftSasa will review the case and make a final decision. Because we still hold your payment, we can refund you directly.

Please keep the item and its packaging until the issue is resolved. Once an order has been confirmed, by you or automatically after 24 hours, the payment is released to the Shop and we may no longer be able to issue a refund.

6. Late delivery

If an order arrives significantly later than the delivery date confirmed by the Shop, and the delay was the Shop's fault, you may request a refund of the delivery fee or a partial refund. If the occasion was missed entirely because of the Shop, you may request a full refund.

7. Failed deliveries

No refund is due if a delivery fails because of an incorrect address, an unreachable recipient, or a recipient who refuses the gift. The Shop may charge for a second delivery attempt.

8. How refunds are paid

  • Approved refunds are paid to the M-Pesa number used for payment.
  • Refunds are processed within 7 working days of approval.
  • You will be notified in your order chat when your refund has been sent.

9. Contact us

For any refund question, email hello@giftsasa.com with your order number.