1. Cooling-Off Period (EU Consumer Rights)
Under EU law, you have a 14-day cooling-off period from the date of delivery to cancel your order for any reason. However, once a product has been delivered, the recipient may have opened it, in which case a full refund may not be possible.
2. Refund Eligibility
You are eligible for a refund in the following cases:
- Duplicate Charges: If you were charged twice for the same order
- Service Failure: If we failed to deliver the product or it arrived significantly damaged due to our fault
- Wrong Item: If you received the wrong product
- Non-Delivery: If the product was not delivered within the estimated timeframe (with evidence)
- Cancellation Within 1 Hour: Orders cancelled within 1 hour of placement
3. Non-Refundable Items
The following are NOT eligible for refund:
- Change of mind after order processing has begun
- Incorrect delivery address provided by you
- Recipient's reaction or emotional response
- Relationship consequences or personal disputes
- Dissatisfaction with the prank or recipient's lack of laughter
- Orders with incorrect contact information provided by the customer
- Gift Cards (once sent, cannot be refunded)
4. Damaged or Wrong Items
Timeline: Report damage or incorrect items within 48 hours of delivery.
Evidence: Provide clear photos of the damaged item or proof of wrong product received.
Resolution: We will replace the item or offer a full refund at our discretion.
5. How to Request a Refund (Step-by-Step)
Step 1: Gather your order ID (found in your confirmation email)
Step 2: Email refunds.gagpackage8@gmail.com with the subject "Refund Request - Order ID: [YOUR_ID]"
Step 3: Include in your email:
• Your order ID
• Reason for refund (select from eligible categories above)
• Photos or evidence (if applicable)
• Your preferred refund method
Step 4: Our team will review your request within 2-3 business days
Step 5: You'll receive an email confirming approval or rejection with explanation
6. Processing Timeline
- Request Window: Must submit within 24 hours of delivery for damage/wrong items, or within 1 hour for cancellation
- Review Period: 2-3 business days for decision
- Refund Processing: 5-10 business days from approval (depends on your bank/payment provider)
- Notification: Email confirmation will be sent at each stage
7. Gift Card Refund Policy
Gift Cards cannot be refunded once issued. However:
• Unused Gift Cards are valid for 12 months from purchase
• If a Gift Card was issued due to our error, we will replace it
• If you purchased a Gift Card and haven't sent it to the recipient yet, we may be able to cancel it within 1 hour of purchase
8. Refund Method
Approved refunds will be credited back to your original payment method (credit/debit card). Stripe will process the refund, which typically takes 5-10 business days to appear in your account, depending on your bank.
9. Disputes & Appeals
If your refund request is denied and you wish to appeal, you can:
• Reply to the refund decision email with additional evidence
• Contact us at gagpackage8@gmail.com for escalation
Appeals will be reviewed within 5 business days
10. Contact Refunds Team
Email: refunds.gagpackage8@gmail.com
Please allow 24-48 hours for initial response during business hours (Mon-Fri, 9AM-6PM).