Terms & Conditions
Arrangement & Availability
The Giftex acts as a delivery service for various products including bakery items, restaurant meals, branded garments, and more. For products not directly arranged or produced by The Giftex, any complaints will be forwarded to the respective third-party vendor. Resolution will be handled according to their policies, and The Giftex will assist customers in facilitating communication.
We maintain a network of trusted bakeries across major cities. Customers may select their preferred bakery based on personal trust and quality expectations. For quality-conscious customers, we recommend ordering cakes from 5-star hotels, imported flowers, or branded restaurant products.
Website Products & Services
Product images on our website are for reference only. As we operate in multiple cities—including Lahore, Karachi, Islamabad, and Rawalpindi—product presentation (cakes, flowers, baskets) may vary by location. Due to variations in design by different vendors, The Giftex cannot entertain complaints regarding minor differences in appearance. However, quality and quantity as stated on our website are guaranteed.
Product Quality & Complaints
Products are available at various price points and quality levels. Customers are advised to choose based on their expectations. The Giftex does not accept responsibility for the quality of third-party items, as we act solely as the delivery agent.
Complaints regarding packaging, color variations, or design will not be entertained due to same-day and next-day delivery logistics and local market practices.
Complaints must be lodged within:
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3 hours for perishable items (e.g., cakes, flowers, food)
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24 hours for non-perishable items
To be eligible for a return:
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Items must be unused and in original packaging
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For perishable items, 70% or more of the product must be returned
In the event of unavailability, we reserve the right to substitute with a product of similar type and value.
Delivery Details
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Standard Free Delivery: 12 PM – 8 PM (Pakistan Time)
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Same-Day Delivery: Orders must be placed by 6 PM
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Time-Specific Delivery: Requires 24-hour notice and incurs an extra fee
On special occasions (e.g., Eid, Valentine’s Day), deliveries will be made between 11 AM – 11 PM. Time-specific or midnight delivery services are not available on such days.
Midnight delivery (additional PKR 750) and hour-specific delivery are currently available in major city areas.
We strive to deliver on time, but delays due to weather, traffic, law enforcement actions, or vendor-related issues may occur. Delivery hours will still be observed where possible.
Visual Representation & Custom Requests
We cover over 158 cities in Pakistan. Product presentation will vary by location. The images on our website serve as general references only.
Special instructions (e.g., preferred delivery time, cake flavors, messages) can be submitted during order placement, but fulfillment is not guaranteed and no refunds will be issued if requests are unmet.
For non-perishable gifts in remote cities, delivery is available via courier within 5–7 days. Additional shipping charges apply.
Refund & Cancellation Policy
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“Orders cannot be cancelled after payment has been processed, as preparations begin immediately upon confirmation.”
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Orders requiring advance processing (2–7 days) may not be cancelable.
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The Giftex reserves the right to cancel any order due to failed security checks or lack of customer verification.
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Refunds are only issued if the item was not delivered (excluding delays due to the event or customer errors).
Order Cancellation:
We offer a 100% refund if the customer cancels the order at least 24 hours before delivery (if the order has not been prepared).
If your order is on hold due to incomplete address or invalid contact details, a refund will not be provided. The item may be redelivered the next day, but freshness and quality cannot be guaranteed.
If you haven’t received a refund:
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Check your bank account
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Contact your bank or card issuer
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If unresolved, email: contact@thegiftex.com /thegiftex@gmail.com
If the item was a gift, a gift credit may be issued instead of a refund. Return shipping is the customer’s responsibility and non-refundable.
Delivery Complications
If a recipient’s contact number is invalid or unreachable, or the address is incomplete, the delivery may be unsuccessful. No refunds or redeliveries will be provided for perishable items in these cases.
For accurate and timely delivery, a valid and working contact number is mandatory. If the delivery address city/area is entered incorrectly, The Giftex will not be responsible for non-delivery.
We appreciate your understanding and strive to offer the best service across Pakistan.
The Giftex Delivery & Substitution Policy
At The Giftex, we strive to deliver your orders with utmost care and in a timely manner. Occasionally, substitutions may be necessary due to availability, seasonal variations, or other unforeseen circumstances. Rest assured, any changes will be made with the highest consideration to maintain the value, aesthetic, and intent of your original selection.
Flowers
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For mixed flower arrangements, we will prioritize using the same color scheme shown online, even if it requires substituting with different flower types of equal or greater value.
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For single-type arrangements (e.g., all roses or all lilies), we will aim to use the same flower variety. If unavailable, a substitution in a similar style or different color may be made.
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If the vase shown is out of stock, a similar style and quality vase will be used as a substitute.
Plants
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For green or blooming plants, we may substitute with a similar plant of equal or greater value if your selected item is unavailable.
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For specialty or unique plants (e.g., Orchids), we will make every effort to match the plant type. If needed, a different color may be used.
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In cases where the plant container is not available, a similar alternative will be provided.
Specialty Gifts
Cakes
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Customized cakes may differ slightly in appearance from the product image shown online.
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If the selected bakery cannot fulfill the order, we reserve the right to substitute the cake with different flavor or a similar one from another partner bakery.
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For orders that include both flowers and a customized cake, the delivery date of the cake will be considered the final delivery date for the full order.
