Refunds & returns

Start by contacting us

Email support@giftmaker.ai with your order reference and the issue. No login is required. Do not return an item without contacting us first; we will provide the appropriate instructions for that order.

Cancellations

Contact us as soon as possible if you want to cancel. Before production begins, we can review the request and confirm whether the order can be stopped. Once a personalized item has entered production, changes and change-of-mind cancellations may no longer be possible.

Damaged, incorrect or missing items

If an item arrives damaged, differs from the approved design, or appears to be lost, contact us promptly. Where possible, include photos of the item and packaging so we can investigate and arrange an appropriate replacement or refund. These issues are different from a change-of-mind return.

Personalized and ready-made products

Personalized items are produced from the design you approve. Please check names, text, cropping and the print preview before paying. We do not offer voluntary change-of-mind returns for correctly produced personalized items, except where applicable law requires otherwise.

Ready-made shop items are sold with an existing design. They are not automatically treated as personalized goods for return purposes. Contact us about a return and we will confirm the options and any applicable return costs for your order and location. Your statutory consumer rights are unaffected by this policy.

Digital artwork and credits

A physical purchase made from your Studio artwork includes that artwork’s digital unlock after payment is confirmed. Credit packs and standalone digital unlocks can also be purchased separately. Please review the available preview before unlocking a design. Contact us about an accidental charge, an unused credit purchase or a digital item that was not delivered as described. Refund eligibility depends on the circumstances, use of the purchase and applicable law; it is not decided by whether a support ticket was opened.

When a credit purchase is refunded, the corresponding credits are removed proportionally. AI generation failures return any credits charged for that attempt. Free previews are subject to abuse and service-capacity limits. A full physical-order refund removes the digital access included with that purchase unless another paid order or a separate digital unlock still covers it. Payment disputes temporarily suspend the included access. A print refund does not automatically refund a separately purchased digital unlock.

Refund processing

Approved refunds are returned through the original payment provider. Bank posting times vary. A cancellation request, a changed order status or a support reply is not itself confirmation that money has been refunded; we confirm the refund separately.