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Return & Refund Policy

Last updated: August 2026

1. Overview

At TouchGift, we want every gift to be perfect. Because our products are perishable, personalized, or intended as one-time gifts, our return policy differs from standard e-commerce. This page explains when refunds apply and how to request one.

2. When You CAN Request a Refund

We offer full or partial refunds in these situations:

✅

Wrong item delivered

The product received is significantly different from what was ordered (wrong flower arrangement, wrong hamper contents, etc.)

✅

Item arrives damaged or defective

The product was damaged during delivery or arrived in an unusable condition (wilted flowers, broken items, crushed packaging)

✅

Delivery failed

We were unable to deliver the gift after reasonable attempts and the order cannot be rescheduled

✅

Payment processed, order not fulfilled

Your payment was confirmed but we did not process or deliver the order

✅

Duplicate charge

You were charged multiple times for the same order

3. When You CANNOT Request a Refund

Refunds are not available for:

  • Change of mind: You decided you no longer want the gift after ordering
  • Recipient not available: The recipient was not at the delivery location during the agreed window
  • Incorrect address/pin: The delivery location provided was inaccurate
  • Personalized items: Products with custom engraving, names, or messages (unless defective)
  • Perishable items past 2 hours: Flowers or food items reported more than 2 hours after delivery
  • Minor variations: Slight differences in color, arrangement, or packaging from product photos (handmade items naturally vary)
  • No-show recipient: Recipient declined or refused the gift

4. How to Request a Refund

  1. Contact us within 24 hours of delivery (or attempted delivery) via WhatsApp at +254 142 677 898 or email info@touchgiftshop.co.ke
  2. Provide your order ID and a description of the issue. Photos of the product (if damaged/wrong item) help us resolve faster.
  3. We review your request within 24 hours and respond with a resolution.
  4. If approved, the refund is processed to your original payment method.

5. Refund Processing

  • M-Pesa refunds: Processed within 5–10 business days to the phone number used for payment
  • Card refunds: Processed within 5–10 business days (may take longer depending on your bank)
  • Pool contributions: Refunded to the contributor's M-Pesa within 5–10 business days
  • You will receive a confirmation message once the refund is processed

6. Partial Refunds

Partial refunds may be issued when:

  • Only part of a multi-item hamper is damaged or missing
  • A personalized item has a minor defect but is still usable
  • The order was partially fulfilled before cancellation
  • Delivery was delayed but the product is still in acceptable condition

7. Late or Missing Refunds

If you haven't received your refund within the stated timeframe:

  1. Check your M-Pesa statement or bank statement again
  2. Contact your bank or M-Pesa — sometimes processing takes extra time
  3. If you've done both and still haven't received it, contact us with your refund confirmation

8. On-Time Delivery Guarantee

If your gift arrives after the guaranteed delivery window, the delivery fee is refunded in full. This guarantee applies to same-day Nairobi orders placed before 2:00 PM EAT. The gift itself is not refunded unless it also meets the refund criteria in Section 2.

9. Exchanges

We do not offer direct exchanges. If you need a different product, please request a refund for the original order and place a new order. This applies to non-personalized items only.

10. Pre-Dispatch Photo

Every order includes a photo of the sealed package before dispatch. This photo is visible on your order page. If the product you receive does not match the pre-dispatch photo, please contact us immediately — this constitutes grounds for a full refund.

11. Contact Us

For refund requests or questions: