Cancellation and Returns
At Odienzenvial Gift Shop, we strive to ensure every order meets your expectations. If you need to cancel an order or request a return, please review the policy below.
Order Cancellation
Orders may be cancelled before they have been processed or dispatched for delivery.
If you wish to cancel your order, please contact us as soon as possible with your order number. Once an order has been prepared, personalized, or handed over for delivery, it can no longer be cancelled.
For customized or personalized gifts, cancellations are not permitted after production has begun, as these items are created specifically for your order.
If your cancellation request is approved, any eligible refund will be processed using your original payment method within a reasonable period.
Returns
Due to the nature of gift items, returns are accepted only under certain circumstances.
You may request a return or replacement if:
- You received the wrong item.
- The item arrived damaged or defective.
- The product is significantly different from what you ordered.
To be eligible for a return, you must notify us within 24 hours of receiving your order and provide:
- Your order number.
- A description of the issue.
- Clear photographs showing the product and any damage or defect.
Returned items should be unused, in their original condition, and, where possible, in their original packaging.
Non-Returnable Items
The following items cannot be returned or exchanged unless they arrive damaged or incorrect:
- Personalized or custom-made gifts.
- Products made to your specific instructions.
- Items that have been used, altered, or damaged after delivery.
- Perishable goods or products with limited shelf life.
- Gift cards or digital products, where applicable.
Refunds
Once your return request has been reviewed and approved, we will notify you of the outcome.
Where a refund is applicable, it will be issued through the original payment method. Processing times may vary depending on your payment provider or financial institution.
Shipping or delivery charges are generally non-refundable unless the return is the result of our error.
Exchanges
If you receive a damaged, defective, or incorrect product, we may offer a replacement instead of a refund, depending on product availability.
If the original item is no longer available, an alternative of similar value may be offered with your approval.
Failed Deliveries
If a delivery cannot be completed because of incorrect address details, unavailable recipients, or failure to respond to delivery attempts, additional delivery charges may apply for redelivery.
Orders returned to us under these circumstances may only be resent after the applicable fees have been paid.