Our Commitment to Quality
At Giftwy, our mission is to turn your cherished photos into beautiful art. We stand behind our craftsmanship and want you to be delighted with your purchase. This policy outlines our return process to ensure a clear and fair experience for all our customers.
1. Our 21-Day Return Window
We have a 21-day return policy, which means you have 21 days after receiving your item to request a return if it meets the eligibility criteria outlined below.
Important Exception for Custom-Made Products:
Because every canvas is uniquely created for you based on your photos and choices, it cannot be restocked or resold. Therefore, all personalized items are considered final sale and are not eligible for return or exchange due to a change of mind, personal taste, or customer error (e.g., uploading the wrong photo, selecting the wrong size).
We strongly encourage you to double-check all order details before finalizing your purchase.
2. When a Return is Eligible (Our Quality Guarantee)
A return will be accepted and resolved with a free replacement or a full refund if your order arrives with any of the following issues:
- Shipping Damage: The product arrived with clear damage (e.g., a torn canvas, broken frame, or dents).
- Manufacturing Defect: The print quality is blurry, colors are drastically incorrect, or there is another obvious flaw from production.
- Incorrect Order: You received a design, size, or item that does not match your order.
3. How to Start a Claim
To report an issue, please follow these simple steps within the 21-day timeframe:
- Email our support team at [email protected]
- In your email, please provide:
- Your Order Number.
- A clear description of the issue.
- Mandatory: Clear photos or a short video that plainly shows the defect or damage. This is essential for us to process your claim.
Our customer care team will review your claim within 1-2 business days and guide you on the next steps. You will typically not need to return the faulty item.
4. Our Resolution Options
Once your claim is approved, we are happy to offer you one of the following solutions:
- Free Replacement: We will promptly produce and ship a new, corrected item to you at no additional cost.
- Full Refund: We will issue a full refund for the total price of the item to your original payment method. Please allow 1-2 business days for the refund to reflect in your account.
5. Order Modifications & Cancellations
You have a 24-hour window after placing your order to request a change or cancellation. Please contact us immediately at [email protected] with your order number. After 24 hours, your order enters our production queue, and we can no longer make changes.
6. Contact Us
If you have any questions about this policy, please don’t hesitate to reach out.
- Email: [email protected]
- Phone: +1 276 230 2409
- Business Address: 14254 Heritage Crossing Ln, Centreville, VA 20120, United States