Refund policy

MyGiftVibes is operated by HK YOU ONLY TRADING LIMITED. This policy describes order cancellation, returns and refunds. It does not limit any mandatory consumer rights applicable to your purchase.

Order cancellation within 12 hours

To request cancellation, email support@mygiftvibes.com with your order number within 12 hours of order confirmation. We can cancel an order only before it has been dispatched or entered production. Sending a request does not itself confirm that the order has been cancelled; we will check its status and respond.

A successfully cancelled, unfulfilled order receives a full refund of the amounts paid for the cancelled order, including paid shipping, refundable taxes and any Package Protection fee.

This 12-hour window is for attempting to stop fulfillment. It does not replace your right to return eligible delivered goods or any statutory right to cancel a contract.

Requesting a return

You may request an ordinary return within 14 calendar days of receiving the goods. Email us with your order number or another valid purchase record and identify the items you wish to return. We will provide the return address and instructions. Do not send goods to a manufacturer or to our business address unless we specifically instruct you to do so.

For our ordinary return process, send the goods back within 14 calendar days of return approval. If you exercise a statutory withdrawal right, the legal return period applies instead, including a requirement to send the goods back within 14 days of notifying us where applicable, unless we give you a longer period. A valid statutory withdrawal notice does not depend on our prior approval.

Condition of returned goods

Please return the item with its supplied components and accessories and package it securely. Use the original packaging where available. Reasonable handling to inspect the item is allowed. Where permitted by law, a refund may reflect an actual reduction in value caused by handling beyond what is necessary to check the item.

We do not charge a restocking fee. Opening packaging for reasonable inspection, or the absence of the original packaging alone, will not remove mandatory return rights.

Return costs and the refund amount

For a change-of-mind return, you pay the cost of sending the goods back, unless we have agreed otherwise or applicable law requires us to pay.

For a full-order change-of-mind return, the refund includes the amount paid for the returned goods, applicable refundable taxes and the amount paid for our least expensive Standard delivery option. An extra amount paid for an Express upgrade is generally not refunded unless applicable law or our agreement requires it. For a partial return, we refund the returned items and associated refundable taxes; original delivery charges are refunded where required by law or our agreement.

For defective, incorrectly supplied or transit-damaged goods, we cover necessary remedy and return costs. We will explain the appropriate replacement, repair or refund arrangements for your case, taking account of your rights under applicable law.

Damage, defects and the 30-day product guarantee

For damage on arrival, contact us as soon as possible, preferably within 48 hours of delivery. Include a description and photos or a short video where available. This is a reporting recommendation; a request is not automatically refused because 48 hours have passed.

Our 30-day commercial product guarantee runs from receipt and covers the issues described in our Warranty and Product Guarantee Policy, including covered defects, transit damage, missing supplied components and failures to function as described under normal use.

The guarantee is additional to statutory rights. Mandatory rights do not end simply because 30 days have passed and do not depend on buying Package Protection.

Package Protection fee refunds

When an unfulfilled order is successfully cancelled, any Package Protection fee is refunded with the order. For a separate request to cancel the service or refund its fee after ordering, email us. We will review the request in light of whether the service has been used and any applicable cancellation or refund rights.

Buying or declining Package Protection does not change your ordinary return rights or your rights to remedies for defective, incorrectly supplied, lost or transit-damaged goods.

Refund processing

We aim to notify you of the inspection result within 3 business days of receiving your return. We will explain any refusal or lawful deduction. After approval, we aim to submit the refund within 2 business days to the original payment method.

These processing targets do not extend a statutory refund deadline. Where a statutory withdrawal right applies, we refund without undue delay within the period required by law. Where the law allows us to wait for the goods or evidence of return, we use whichever is received first. For qualifying UK statutory returns, we issue the refund no later than 14 calendar days after receiving the returned goods or valid proof that they have been sent back, whichever is earlier.

Our submission of a refund and your payment provider crediting your account are separate steps. Bank card refunds can take up to 10 additional business days to appear; the actual time depends on the bank or provider. Other payment methods follow the provider's processing time. If the refund is still missing after the applicable period, contact us and your payment provider so the refund can be traced.

Statutory consumer rights

Where UK or European Economic Area consumer law gives you a right to withdraw from an eligible online purchase, you can notify us within 14 calendar days of receiving the goods without giving a reason. Any applicable legal exceptions or longer periods remain effective. Our 12-hour fulfillment cancellation window, ordinary return approval process and commercial guarantee do not limit those rights.

Contact

Email: support@mygiftvibes.com
Phone: +852 2710 8200
Customer service hours: Monday–Saturday, 10:00–19:00 Hong Kong Time (UTC+8).

We aim to reply within 1 business day. Messages received outside service hours are handled during the next service period. Return addresses are supplied with the instructions for your specific return.