RETURN & REFUND POLICY

Return & Refund Policy

Applies to all orders placed through forward.gifts. Last updated 08/22/2026.

1. Overview

We want you to be satisfied with every order. If something is not right, you may return or exchange it within 30 days. This policy explains how returns and exchanges work, what can be returned, who pays for return shipping, and how long refunds take.

This policy applies to all purchases made through forward.gifts. By placing an order you confirm that you have read and accepted the terms below.

2. 30-Day Return and Exchange Window

You may return or exchange most items within 30 days of the delivery date for a full refund or a replacement item, whichever you prefer.

To start a return or exchange, your request must be submitted to us within the 30-day window. Requests received after the window has closed cannot be accepted.

3. Condition Requirements

To be eligible for a return or exchange, the item must be:

• Unused, unworn, and in the same condition in which you received it;
• In its original packaging, with all tags, labels, manuals, accessories, and free gifts included;
• Accompanied by proof of purchase — your order number or order confirmation email.

Items returned used, damaged by the customer, or missing parts may be refused, or accepted with a deduction reflecting the reduction in value. We will contact you before applying any deduction.

4. Items That Cannot Be Returned

For hygiene, safety, and legal reasons, the following cannot be returned or exchanged unless they arrive damaged, defective, or incorrect:

• Personalized, custom-made, or made-to-order items;
• Sealed personal-care or hygiene products where the seal has been broken;
• Perishable goods;
• Gift cards, digital products, and downloadable content;
• Items marked “Final Sale” or “Non-Returnable” on the product page at the time of purchase.

5. How to Start a Return or Exchange

1. Email support@forward.gifts with your order number, the item or items concerned, and whether you would like a refund or an exchange.
2. We will reply within [2] business days with a Return Authorization number and shipping instructions.
3. Pack the item securely, include a copy of your order confirmation, and write the Return Authorization number clearly on the outside of the package.
4. Ship the item to the return address we provide. We recommend a tracked and insured service, as we cannot be responsible for returns lost or damaged on their way back to us.

Please do not send items back before receiving a Return Authorization number. Unauthorized returns cannot be identified against an order and may be refused on delivery.

6. Return Shipping Costs

• Damaged, defective, or incorrect items: we cover the cost of return shipping and of sending the replacement. We will provide a prepaid shipping label.
• Change of mind or any other reason: the customer pays the return shipping cost. The original shipping charge paid on the order is non-refundable.

7. Refunds

Once your return arrives, we will inspect it and email you to confirm that it has been received and whether the refund has been approved.

Approved refunds are issued to the original payment method within [5] business days of approval. The time required for the funds to appear on your statement depends on your bank or card issuer and is typically a further [3–10] business days.

Refunds cover the price paid for the returned items. Original shipping charges are refunded only where the return is the result of a damaged, defective, or incorrect item, or where the entire order is cancelled before dispatch.

If more than [15] business days have passed since we confirmed your refund and you have not received it, please contact your bank or card issuer first, then email us at support@forward.gifts.

8. Exchanges

If you would prefer a different size, color, or product, request an exchange when you contact us. Exchanges follow the same 30-day window and condition requirements as returns.

Your replacement is dispatched within [3] business days of your returned item being received and inspected. Where the replacement item costs more than the original, we will send a payment link for the difference. Where it costs less, the difference is refunded to your original payment method.

If the replacement item is out of stock or discontinued, we will offer you an alternative of equivalent value, store credit, or a full refund, at your choice.

9. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or is not what you ordered, contact us at support@forward.gifts within [7] days of delivery and include:

1. Your order number;
2. A description of the problem;
3. Clear photographs of the item and of the outer packaging, including any shipping damage.

Once confirmed, we will send a replacement or issue a full refund, including all shipping costs, at your choice. You will not be asked to pay anything.

10. Order Cancellations

You may cancel an order at no cost at any time before it is dispatched. Email support@forward.gifts with your order number as soon as possible and we will confirm whether cancellation is still possible.

If the order has already shipped, it can be returned under Section 2 once you receive it.

11. Lost, Delayed, or Undeliverable Shipments

• If tracking shows no movement for [15] business days, contact us and we will open an investigation with the carrier.
• Where a carrier confirms that a parcel is lost, we will send a replacement or issue a full refund, at your choice.
• Packages marked as delivered but not received should be reported within [7] days of the delivery scan so that we can file a claim.
• If a package is returned to us as undeliverable because of an incorrect or incomplete address supplied by the customer, we will re-ship the order once the correct address is confirmed; re-shipping costs are payable by the customer. Alternatively, you may request a refund of the item price, less the original shipping cost.

12. Sale Items and Promotions

Discounted items are returnable on the same terms as full-price items unless they are marked “Final Sale”. Refunds are calculated on the amount actually paid after any discount.

Where a promotion required a minimum order value and a return would take the order below that threshold, the value of the promotional benefit will be deducted from the refund.

13. Referral Rewards and Gifted Orders

• Referral rewards, credits, or bonuses issued in connection with a refunded or cancelled order will be reversed or deducted from the account balance. Exchanges do not affect rewards already issued.
• For gifted orders, either the purchaser or the recipient may request a return or exchange using the original order number. Refunds are issued to the original payment method, which belongs to the purchaser. Recipients who prefer not to involve the purchaser may request store credit instead.

14. Chargebacks

If there is a problem with your order, please contact us first at support@forward.gifts. Nearly every issue can be resolved quickly and directly. Filing a chargeback before contacting us delays resolution for everyone involved.

15. Your Rights

Nothing in this policy limits any rights you may have under applicable federal or state consumer protection law. Some states do not allow certain limitations, so parts of this policy may not apply to you.

16. Changes to This Policy

We may update this policy from time to time. The version in effect at the time your order is placed is the version that applies to that order.

17. Governing Law

This policy is governed by the laws of the State of California, United States, without regard to its conflict-of-law provisions.

18. Contact

Questions about a return, an exchange, or anything else? Email us at any time and we will help.

16. Contact

Last updated: 08/22/2026