Replacement, Returns and Refunds

Replacement

➢ For Couriered Products:

If you don’t like the product, you can notify us within 10 days from the date the order is delivered.

For broken, damaged or wrong products, you can ask for a replacement, which will take 7-10 days to be re-delivered at the recipient's address.

Products may be eligible for replacement only if the same seller has the exact same item in stock. If the replacement request is placed and the seller does not have the exact same product in stock, we will provide a refund.

➢ For "Hand Delivered Products (flowers & cakes & edibles):

There are no replacements /refunds/ change of address/ cancellations allowed for flowers, cakes, edibles as the products are perishable.

In case of damaged, wrong product, missing or bad quality products- if proven to be true on checking the complaint- we will endeavor to send a replacement within 24 hours. We request you to send a formal complaint to us email on the same day of receipt of delivery, accompanied with image and video of the product. Email to be sent to clientservice@gratefy.com

Return

Products are returnable within the applicable return window of 10days if you’ve received them in a condition that is physically damaged, has missing parts or accessories, defective.

Return will be processed only if:

it is determined that the product was not damaged while in your possession;
the product is not different from what was shipped to you;
the product is returned in original condition (with brand’s/manufacturer's box, MRP tag intact, user manual, warranty card and all the accessories therein).
If you wish to return an electronic device that stores any personal information, please ensure that you have removed all such personal information from the device prior to returning. Gratefy shall not be liable in any manner for any misuse or usage of such information.
Products may not be eligible for return in some cases, including cases of buyer's remorse such as incorrect model or color of product ordered or incorrect product ordered.
Flowers/ Cakes, Food/ edible items, Personal care items are non returnable besides the products which may be specifically marked as non returnable on the product details page.

Note: If you've received a non-returnable product in a damaged/defective condition, you can contact us within 10 days from the delivery of the product by emailing with image and video to clientservice@gratefy.com

➢ For Couriered Products:

If you don’t like the product, you can notify us within 10 days from the date the order is delivered.

In case of returns, the refund will work in the following manner:

For broken, damaged or wrong products, you can either ask for a refund to your card, wallet or account which you originally used to make the payment. We will process the refund within 24 hours. The complaint needs to be supported by a picture of the product.
For products in good condition, if you want to return them because you didn’t like them, you will be refunded the amount against a purchase of similar value from gratefy.com within next 30 days. You may seek guidance on this matter by emailing us at clientservice@gratefy.com.
Personalized products are Non-Returnable.

Gratefy.com is NOT liable to compensate in any form for any "Couriered" order in the following cases:

If the complaint is made after 10 days of the delivery date.
If the products are delivered to an incorrect address provided by the sender.
Unsuccessful delivery due to the recipient not being available at the address provided by the sender at the time of delivery.
If the recipient refuses to accept the product.

➢ For "Hand Delivered Products (flowers & cakes):

There are no returns allowed as the products are perishable. However, in case of damaged, wrong product, missing or bad quality products, please reach out to us at clientservice@gratefy.com and we will provide the most appropriate solution by replacing the product.

Gratefy.com is NOT liable to compensate in any form for any "Hand delivered" order in the following cases:

If the complaint is made after 48 hours of the delivery time.
If the products are delivered to an incorrect address provided by the sender.
Unsuccessful delivery due to the recipient not being available at the address/not contactable provided by the sender at the time of delivery.
If the recipient refuses to accept the product.
In the above-mentioned scenario's, the order would be marked as attempted and request for reattempt or refund/cancellations would not be accepted.
In case of any complaints we would require an image of the product delivered to be sent across to us to investigate the complaint. Email us at clientservice@gratefy.com

Return Pick up

➢ For Couriered Products:

For regular pin codes, we do provide return pickups, provided you have raised the return request within 10 days of receiving the package.
For any return request placed post 10 days from the date of delivery, we do not provide return pick-up facility. In such cases, you must ship the product back to us on your own.
For remote locations and international pin codes (outside of India), we do not provide return pick-up facility. In such cases, you must ship the product back to us on your own.

To know more about return addresses, contact our customer care -Monday to Saturday between 10 am to 6 pm by writing to us at clientservice@gratefy.com.

➢ For "Hand Delivered Products (flowers & cakes & edibles):

There is return pick-ups available for products are perishable.

Time taken to return a product & get a refund?

➢ For Couriered Products:

Once you get in touch with us, if return pick up facility is available at your location, it will take 3-5 business days to arrange the return pickup. Once the product has been picked up and the validity of the complaint is checked, we process the refund within 24 hours.
If yours is a remote location and you ship your product directly to our warehouse, it usually takes 3-5 business days for the items to reach our warehouse. Once we receive the item, we check the validity of the complaint and then process the refund within 24 hours.

➢ For "Hand Delivered Products (flowers & cakes):

There are no returns allowed as the products are perishable.

CANCELLATIONS :

Order with personalized/customized products or perishable products including flowers and cakes, won't be cancelled once it is processed. Your order with standard products can be cancelled if it has not already been dispatched. We usually process all orders within a couple of hours of it being placed, and dispatch on the same day. So, in case you would like to cancel the order, please get in touch with us at the earliest.

You can contact our customer care -Monday to Saturday between 10am to 6pm by emailing us at clientservice@gmail.com. In case of legitimate cancellations, we will process your refund within 24 hours of cancellation.

How long does it take to process my cancellation?

Order cancellation is initiated instantly but it takes 4-5 working days for the amount to reflect in the bank account.

Gift Card:-

Gift cards once purchased cannot be cancelled or returned due to regulatory restrictions

Terms and Conditions: Gift Cards

In Gratefy portal, all gift cards are issued by Qwikcilver These terms and conditions apply to any brand egift cards issued to Gratefy (Ahdityaa Ccorporates) by Qwikcilver Solutions Private Limited (Qwikcilver). Qwikcilver is a private limited company organized under the laws of India, and is the issuer of Gift Cards.By purchasing or using a Gift Card, you are agreeing to and accept these terms and conditions.

Redemption: Gift Cards may only be redeemed toward the purchase of eligible products as per policy allowed by the respective brands. Purchases are deducted from the redeemer's Gift Card balance. No fees or charges apply to Gift Cards.
Limitations: Gift Cards, including any unused Gift Card balances, expire immediately after validity periods is over from the date of issuance. Please check the validity for the respective brand under the brand details. You may request for revalidation of any expired Gift Cards. Gift Cards cannot be used to purchase other gift cards. Gift Cards cannot be reloaded, resold, transferred for value or redeemed for cash. Except as provided hereunder or as per applicable law, amount in your Gift Cards will not be refunded to you under any circumstances. No refund will be provided in cash, at any point of time. Unused Gift Card balances may not be transferred to another users account. No interest will be payable on any Gift Card or Gift Card balance. Gratefy makes no claims that the underlying brand will provide the best services, always.
Fraud: Gratefy is not responsible if a Gift Card is lost, stolen, destroyed or used without permission.
Governing Law and Jurisdiction: These terms and conditions are governed by and construed in accordance with the laws of India. You agree to submit to the exclusive jurisdiction of the courts at Mumbai. You agree to indemnify Qwikcilver and Gratefy for all claims brought by a third party against it or its affiliates arising out of or in connection with a breach of any of these terms and conditions.
Limitation of Liability: NEITHER GRATEFY (Ahdityaa Ccorporates) NOR QWIKSILVER MAKE ANY WARRANTIES, EXPRESS OR IMPLIED, WITH RESPECT TO GIFT CARDS, INCLUDING WITHOUT LIMITATION, ANY EXPRESS OR IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. IN THE EVENT A GIFT CARD IS NON-FUNCTIONAL, YOUR SOLE REMEDY WILL BE THE REPLACEMENT OF SUCH GIFT CARD. IF APPLICABLE LAW DOES NOT ALLOW LIMITATIONS ON IMPLIED WARRANTIES OR THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES, SOME OR ALL OF THE ABOVE DISCLAIMERS, EXCLUSIONS, OR LIMITATIONS MAY NOT APPLY TO YOU, AND YOU MAY HAVE ADDITIONAL RIGHTS.
General Terms:The other Gratefy Terms and Conditions of Use apply to Gift Cards also. Qwikcilver reserves the right to change these Gift Card terms and conditions from time to time in its discretion and without prior notice to you. All terms and conditions are applicable to the extent permitted by law.
Qwikcilver Contact Information: Website address: www.Qwikcilver.com

Express Delivery – Delivery of Flowers, Cakes and Edible items

We will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause of force majeure.

Delivery Information

The image displayed is indicative in nature.
Actual product may vary in shape or design as per the availability.
Flowers may be delivered in fully bloomed, semi-bloomed or bud stage.
The chosen delivery time is an estimate and depends on the availability of the product and the destination to which you want the product to be delivered.
Since flowers and cakes are perishable in nature, we attempt delivery of your order only once.
The delivery cannot be redirected to any other address.
This product is hand delivered and will not be delivered along with courier products.
Occasionally, substitution of flowers/flavours/designs is necessary due to temporary and/or regional unavailability issues.

Care Instructions

When your flowers arrive, just trim the stems and add water. Re-cut 1-2” of the stems at a 45 degree angle.
Use a clean vase and clean water.
Remove the leaves below the waterline but do not remove all leaves along the stem length.
Check the water level daily and replenish as needed.
Don’t place flowers in direct sunlight or near any other source of excessive heat.
All flowers benefit from a daily mist of water.
Enjoy your flowers!
Store cream cakes in a refrigerator. Fondant cakes should be stored in an air conditioned environment.
Slice and serve the cake at room temperature and make sure it is not exposed to heat.
Use a serrated knife to cut a fondant cake.
Sculptural elements and figurines may contain wire supports or toothpicks or wooden skewers for support.
Please check the placement of these items before serving to small children.
The cake should be consumed within 24 hours.

Please Note:

The cake stand, cutlery & accessories used in the image are only for representation purposes. They are not delivered with the cake.
This cake is hand delivered in a good quality cardboard box.
Due to government policies, non woven fabric which is used to wrap this bouquet will be substituted by paper wrapping in Mumbai, Pune & Bangalore

You acknowledge that requested delivery time is non-binding. Estimated delivery time depends on the availability of the product and the destination to which you want the product to be delivered.
Delivery may take longer due to: Bad weather, political disruptions, other unforeseen circumstances.
In such cases, we will proactively reach out to you. Please check your e-mails and SMS regularly for updates.
Before major occasions, we suggest that you place your order at least five days in advance.
Products that are hand delivered cannot be delivered along with courier products.
For perishable items like cakes and flowers, we attempt delivery of your order only once. In the event the delivery is not executed during the attempt, you shall still be charged for the order and no re-delivery will be possible. We will consider the order executed in the below cases:

Wrong shipping/delivery address.
Recipient not available.
Premises locked.
Recipient refusing to accept the delivery.

In case if the recipient is not available, he/she can inform the delivery person to deliver the order to the gate/reception/neighbor.
Proof of delivery will be provided in case of any dispute in delivery.
Deliveries are made on Sundays and on Public Holidays for products that are delivered by hand.
If there is no one available at the shipping addresses to accept the delivery of your order at the time of delivery, the order will not be considered late. Hence in such cases, no refunds, cancellations, liability can be made. We will surely try our best as mentioned below-

Call the recipient to schedule an appropriate delivery time.
Leave a note on the recipient’s door asking them to contact the florist to schedule a delivery time.
Leave the bouquet/arrangement in a covered, secure area of the home (porch, garage, or other entrance)
Leave the bouquet/arrangement with a neighbor and place a message on the recipient’s door with this information.

Delivery of Courier Products: Notwithstanding anything contained in the Shipping Disclaimer or in the Terms and Conditions, in the event the order is made to deliver through any courier agency or any third party, GRATEFY does not make any representation or warranty in relation to the delivery of such order.

The products will be delivered through a courier company and the delivery made by them is subject to the Terms and Conditions of such courier companies.

For products that are shipped using the services of our courier partners, the date of delivery is an estimate. Your order may be delivered a day prior or a day after the chosen date of delivery.

You acknowledge that requested delivery date is non-binding. Estimated delivery date depends on the availability of the product and the destination to which you want the product to be shipped.

Our courier partners do not call prior to delivering an order, so we recommend that you provide an address at which someone will be present to receive the package. The delivery cannot be redirected to any other address.

No deliveries are made by third party courier agencies on a Sunday and Public Holidays.

All courier orders are carefully packed and shipped from our warehouse. Soon after the order has been dispatched, you will receive a tracking number that will help you trace your order.

Courier partners sometimes have some delays due to holidays and strikes.

In case if the recipient is unavailable, we will attempt delivery twice and in case delivery location is incorrect or the recipient refuses to take the delivery, the delivery shall be deemed to have been made. The courier company will attempt to deliver the package twice before the parcel returns back to the point of origin.

In the event the delivery is not executed during the attempts, you shall still be charged for the order.

We will consider the order executed in the below cases:

Wrong shipping/delivery address.
Recipient not available.
Premises locked.
Recipient refusing to accept the delivery.

In case if the recipient is not available, he/she can inform the delivery person to deliver the order to the gate/reception/neighbour.

Gratefy contact information: clientservice@gratefy.com