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Refund Policy

Last updated: 25 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. Cancelling before the Shop accepts

You can cancel any order free of charge from your order page until the Shop accepts it. If you paid by M-Pesa, you will receive a full refund.

2. 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.

3. 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.

4. Wrong, damaged or missing items

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

  1. Report it within 24 hours of delivery through the order chat or by emailing hello@giftsasa.com.
  2. Include your order number and clear photos of the problem.
  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.

Please keep the item and its packaging until the issue is resolved.

5. 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.

6. 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.

7. Pay on delivery orders

For pay on delivery orders, you only pay when the gift is delivered. If there is a problem at delivery, raise it before paying or within 24 hours, as described above.

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 when your refund has been sent.

9. Contact us

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