RETURN & REFUND POLICY

Return & Refund Policy

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

1. Overview

At forward.gifts we want you to be satisfied with every order. This Return & Refund Policy explains when an exchange is available, how to request one, and what to do if your item arrives damaged, defective, or incorrect.

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. Exchange Window

Exchanges are accepted within 30 days from the original date of purchase. The purchase date is the date shown on your order confirmation, not the delivery date.

Requests submitted after the 30-day window has closed cannot be processed.

3. Eligibility Requirements

To be eligible for an exchange, the item must be:

• In its original condition, unused and unworn;
• In the original packaging, with all tags, labels, accessories, and free gifts included;
• Accompanied by proof of purchase (order number or order confirmation email).

Items returned in a condition that prevents resale may be rejected and returned to you, or accepted at a reduced value at our discretion.

4. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or not the item you ordered, we will exchange it hassle-free.

Please contact us at support@forward.gifts within [7] days of delivery and include:

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

Once the issue is confirmed, we will arrange a replacement at no additional cost to you, including return shipping where a return of the original item is required.

5. Non-Exchangeable Items

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

• 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.

6. Refunds

Refunds are not available for change-of-mind or unwanted items, because orders are processed immediately after payment and fulfillment begins right away. This exclusion does not apply to damaged, defective, or incorrect items.

Where a replacement is not possible — for example, if the item is out of stock or discontinued — we will offer you one of the following, at your choice:

• An alternative item of equivalent value;
• Store credit for the full amount paid;
• A refund to the original payment method.

Where a refund is issued, it will be processed within [10] business days of approval. The time required for the funds to appear on your statement depends on your bank or card issuer.

7. How to Request an Exchange

1. Email support@forward.gifts with your order number and the reason for the exchange request.
2. Our team will reply within [2] business days with an approval and, where applicable, a Return Authorization number and shipping instructions.
3. Ship the item to the address provided, with the Return Authorization number clearly marked on the outside of the package.
4. Once the returned item is received and inspected, the replacement will be dispatched within [5] business days.

Please do not send items back before receiving return instructions. Unauthorized returns cannot be processed and may be refused on delivery.

8. Return Shipping Costs

• Damaged, defective, or incorrect items: we cover all return and re-shipping costs.
• All other exchanges: the customer is responsible for return shipping costs. Original shipping charges are non-refundable.

We recommend using a tracked and insured shipping service. We cannot be held responsible for returned items lost or damaged in transit before they reach us.

9. Order Cancellations

Because fulfillment begins immediately after payment, cancellation requests can only be honored if the order has not yet entered processing. Please email [SUPPORT EMAIL] as soon as possible after placing the order and we will confirm whether cancellation is still possible.

10. 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.
• 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.
• Packages marked as delivered by the carrier but reported as not received should be reported to us within [7] days so that we can file a claim.

11. Referral Rewards and Gifted Orders

• If an order that generated a referral reward is exchanged, the reward remains valid.
• If an order is refunded or canceled, any referral reward, credit, or bonus issued in connection with that order will be reversed or deducted from the account balance.
• For gifted orders, exchange requests may be submitted by either the purchaser or the recipient, using the original order number.

12. Chargebacks

If you believe there is a problem with your order, please contact us first at support@forward.gifts. We will work with you to resolve the issue. Filing a chargeback before contacting us delays resolution and may result in the suspension of your account.

13. 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.

14. 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.

15. Governing Law

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

16. Contact

Last updated: 08/22/2026