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REFUND POLICY

1. General Policy

Due to the nature of our products—especially customized, handmade, and perishable gift items—all sales are considered final unless stated otherwise.

Refunds are only issued under specific conditions outlined below.

2. Non-Refundable Items

The following items are not eligible for refunds or exchanges:

  • Customized or personalized items

  • Bouquets, floral arrangements, or perishable goods

  • Gift hampers once prepared or delivered

  • Decor services once execution has begun

3. Eligible Refunds

You may be eligible for a refund if:

  • You received the wrong item

  • The item was damaged at the time of delivery

  • Your order was not delivered due to an error on our part

Issues must be reported within 24 hours of delivery with clear photos or evidence.

4. Order Cancellations

  • Orders can only be cancelled within a short time after placing them

  • Once preparation or customization has started, cancellations are not allowed

  • Approved cancellations may qualify for a partial or full refund, depending on the order status

5. Refund Process

  • Approved refunds will be processed using the original payment method where possible

  • Refund processing time may take 3–7 business days, depending on your payment provider

  • Delivery fees are non-refundable unless the issue was caused by us

6. Exchanges

  • Exchanges may be offered instead of refunds where applicable

  • Availability of replacement items is not guaranteed

7. Customer Responsibility

Please ensure:

  • Delivery details (address, phone number) are accurate

  • Someone is available to receive the order

Winnietotz is not responsible for failed deliveries due to incorrect information provided by the customer.

8. Changes to This Policy

We reserve the right to update or modify this Refund Policy at any time. Changes will be effective once posted on this page.

9. Contact Us

If you have questions about this Refund Policy or need to report an issue, contact us at:

📧 Email: winnienabuuma15@gmail.com
📞 Phone: +256 706 448196
📍 Location: Kansanga, Kampala, Uganda

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