This policy explains how Vibebo Gifts handles cancellations, returns, refunds, replacements and restricted retail credit. It does not reduce any rights you have under consumer law.
About this policy
Vibebo Gifts is the gifting service through which Stackweaver Limited sells products to customers as the principal retailer. Approved suppliers may hold stock and carry out packing or delivery, but your retail contract remains with Stackweaver Limited.
Please contact Vibebo rather than returning an item directly to a supplier or manufacturer unless we specifically ask you to do so.
Who receives the refund
The purchaser is the customer who pays for the order. A gift recipient can contact us about delivery problems, damage, faults or a return, but any monetary refund will normally be made to the purchaser using the original payment method.
We do not convert a returned gift into cash for the recipient.
Where a sender chose to remain anonymous, a return request does not by itself reveal the sender identity to the recipient. We also do not disclose the recipient delivery address to the sender.
Gifts sent to people without a Vibebo account
For a surprise gift sent to someone who does not have a Vibebo account, the sender payment may be authorised at checkout without being captured. The recipient then verifies the gift independently and chooses whether to accept or decline it.
If the recipient declines the gift, or the claim period expires before the payment is captured, Vibebo will normally cancel the payment authorisation. Because the money was not captured, this is a cancellation of the authorisation rather than a refund.
If the recipient accepts the gift, provides their delivery details and the payment is captured, the normal cancellation, return and refund rules in this policy apply.
Change of mind cancellations
For most standard goods bought online, the purchaser has a legal right to cancel without giving a reason. You should tell us that you want to cancel within 14 days after the recipient receives the goods. After telling us, the goods should normally be returned within a further 14 days.
You may inspect the goods in the same way you reasonably could in a shop. If the item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, we may reduce the refund to reflect any loss in value where the law allows.
We may wait to issue the refund until we receive the goods back or receive evidence that they have been sent back, whichever happens first. Where a valid cancellation applies, we will normally make the refund within 14 days of that point.
Items with limited change of mind rights
Some goods are excluded from the usual online cancellation right where a statutory exception applies. Any restriction that applies to a particular product should be made clear before purchase.
• Goods made to the purchaser specifications or goods that are clearly personalised.
• Goods that are liable to deteriorate or expire rapidly.
• Sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken after delivery.
• Other goods covered by a statutory cancellation exception where that exception is relevant to the product sold.
These exceptions do not remove legal rights where goods are faulty, damaged, unsafe, not as described or otherwise fail to meet the standards required by law.
Chocolate, food and other perishable goods
Food is not treated as automatically non returnable simply because it is food. Where a specific product is liable to deteriorate or expire rapidly, the legal change of mind exception may apply. Any such restriction will be identified on the relevant product page where required.
If food arrives damaged, spoiled, unsafe, incorrect or materially different from its description, contact Vibebo as soon as possible. Please keep the packaging and take clear photographs where practical so we can investigate the issue with the fulfilment supplier.
Perfume, fragrance and restricted goods
Perfume, aftershave and some fragrance products can be subject to carrier restrictions. Do not post these items back independently without first contacting Vibebo for return instructions. We may need to specify the carrier, packaging method or return route.
Carrier restrictions do not remove your statutory rights. They affect how the return must be transported safely.
Personalised products and handwritten notes
A handwritten Vibebo card does not by itself make the underlying gift product personalised for cancellation purposes.
If the product itself has been made to your specification or clearly personalised, the usual change of mind cancellation right may not apply. Where a personalisation exception applies, it will be based on the actual product configuration and should be made clear before purchase.
Faulty, damaged, incorrect or misdescribed goods
If an item is faulty, damaged, unsafe, not as described or does not do what it should, contact Vibebo promptly. Your legal rights are separate from the change of mind rules above.
Depending on the circumstances and the applicable consumer rights, the remedy may include a full refund, replacement, repair, price reduction or another appropriate solution. Goods bought in a sale have the same statutory rights as goods bought at full price.
For faults identified within the legal short term right to reject period, a full refund may be available. Where a replacement or repair is the appropriate remedy, Vibebo will manage that process with the supplier on your behalf.
Gift Credit and Store Credit
Vibebo Gift Credit is restricted retail credit for goods sold through Vibebo Gifts. It is not a cash balance and cannot be withdrawn or transferred outside Vibebo Gifts.
A funding target not being reached is not by itself a refund event. The credit remains allocated to the intended gift while it continues to have value within Vibebo Gifts. This does not limit any cancellation or refund right that applies by law to the original purchase.
If a wishlist item is removed, discontinued or becomes unavailable, the accumulated value may be reassigned as Vibebo Store Credit for that recipient so it can be used towards another eligible product.
If Stackweaver becomes unable to honour that value within Vibebo Gifts at all, we will provide the refund or lawful reallocation required in the circumstances.
How to start a return
Contact Vibebo Support before sending anything back. Provide the order number or gift reference, the item concerned and the reason for the return.
For damaged or faulty goods, photographs may help us resolve the issue faster.
We will provide the appropriate return instructions and, where required, the return address or approved carrier route. Please do not send goods to the manufacturer or fulfilment supplier unless Vibebo has specifically instructed you to do so.
Return postage and delivery charges
For a valid change of mind return, the purchaser will normally be responsible for the direct cost of returning the goods where this was made clear before purchase.
Where goods are faulty, damaged, incorrect or otherwise not compliant with the contract, Vibebo will arrange or reimburse reasonable return costs where required.
Where a valid online cancellation applies, the refund will include the cost of the standard delivery option. If the purchaser chose a more expensive delivery service, we are not required to refund the amount above the standard delivery cost.
Refund method and timing
Refunds are normally returned to the original payment method used by the purchaser.
Once Vibebo has issued a refund, the time it takes to appear in the account can depend on the bank, card issuer or payment provider.
If a refund has been confirmed by Vibebo but has not appeared after the processing period advised by the payment provider, contact Vibebo Support and we will help trace it.
Exchanges and replacements
Where an item is faulty, damaged or incorrect, we may offer a replacement where that is appropriate and stock is available. A replacement does not remove any refund right that applies under consumer law.
For a simple change of mind, the easiest route may be to return the original item for a refund and place a new order for the preferred product.
Lost or undelivered gifts
If a gift does not arrive, contact Vibebo rather than the supplier. Stackweaver remains responsible for the customer order even where an approved supplier or carrier performs the physical delivery.
We will investigate the delivery status and provide the appropriate remedy where the gift is confirmed lost, undelivered or delivered incorrectly.
Sale items
Sale and discounted items have the same statutory refund and return rights as full price items. A promotional price does not remove rights relating to online cancellation or faulty goods.
Need help
Contact Vibebo Support using the contact details published on Vibebo if you need help with a cancellation, return, refund, damaged item, gift claim or Gift Credit issue.
Please keep your order number or gift reference available. We will use only the information needed to resolve the request and will continue to protect private recipient delivery information and anonymous sender choices.