Effective Date: 16-09-2025

At Big Smile Gifts, your satisfaction is our priority. We want you to love your purchase, but if for any reason you are not completely happy, we’re here to help with a smooth returns and refunds process.

1. Eligibility for Returns

You may request a return if:

  • The item was delivered damaged, defective, or incorrect.
  • The item is unused, in its original packaging, and in the same condition as received.
  • The return request is made within 7 days of delivery.

Please note: Personalized or custom-made items (e.g., mugs, T-shirts, engraved gifts) cannot be returned unless defective or damaged upon delivery.

2. Non-Returnable Items

The following items are not eligible for return:

  • Gift cards and vouchers.
  • Perishable products (e.g., flowers, food hampers).
  • Personalized or customized products.
  • Items purchased on clearance or final sale.

3. Return Process

To initiate a return:

  1. Contact us at support@bigsmilegifts.com or call +254 712 345 678 within 7 days of delivery.
  2. Provide your order number, proof of purchase, and a description of the issue.
  3. Our team will guide you on how to ship the item back to us or arrange for pickup (where available).

4. Refunds

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
  • Approved refunds will be processed within 7–14 business days, and the amount will be credited to your original payment method (M-Pesa, Visa, Mastercard, PayPal, etc.).
  • Shipping fees are non-refundable unless the return is due to our error (wrong or defective item).

5. Exchanges

If you would like to exchange an item for a different size, color, or product, please contact us. Exchanges are subject to product availability.

6. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please notify us immediately (within 48 hours of delivery). We will arrange for a replacement or a full refund at no extra cost.

7. Contact Us

For questions or concerns about returns and refunds, please reach out to us:

Email: support@bigsmilegifts.com
Phone: +254 701 234 567
Address: Nairobi, Kenya