Returns & Refunds
At Cadeaus, we are committed to ensuring that every gift reaches your recipient in excellent condition. While we work closely with our merchant partners to uphold the highest standards, there may be rare occasions where issues occur. This policy sets out how returns and refunds are managed.
Non-Returnable Items
For hygiene, safety, and quality control reasons, the following items are strictly non-returnable and non-refundable:
- Fresh flowers
- Cakes and other perishable food items
- Customized or personalised gifts
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or not as described:
- Please contact our Customer Support Team within 24 hours of delivery.
- Adequate proof (such as photographs or videos) must be provided.
- Our team will liaise with the merchant to verify the claim and arrange a replacement or refund if approved.
Change of Mind
We do not accept returns for change of mind, particularly for perishable or customised items. For non-perishable items, eligibility for return is subject to the individual merchant’s policy and approval.
Refunds
- Approved refunds are processed within 5–10 working days.
- Refunds will be issued via the original payment method.
- Delivery fees and service charges are non-refundable unless the issue is caused by merchant error.
- Processing times may vary depending on your bank or payment provider.
Important Notes
- Cadeaus operates as a marketplace in collaboration with multiple independent merchants.
- Cadeaus facilitates the process but does not guarantee merchant approval for returns or refunds.
- All decisions on replacements and refunds are made in line with the merchant’s policy and at the discretion of Cadeaus.
- Cadeaus shall not be held responsible for delays or delivery failures caused by circumstances beyond our control, including but not limited to weather, traffic, public holidays, strikes, or unforeseen events.