Effective Date: 13 October 2026

Website: https://giftlio.com/

Company: Lumeris Store Ltd

Company Number: 17410906

Registered Office: 2nd Floor College House, 17 King Edwards Road, Ruislip, London, United Kingdom, HA4 7AE

Contact Email: support@giftlio.com

1. Introduction

This Refund and Returns Policy explains how Lumeris Store Ltd (“Giftlio”, the “Company”, “we”, “us”, or “our”) handles requests for refunds, cancellations and other remedies concerning products purchased through giftlio.com (the “Website”). It sets out the circumstances we consider when reviewing a request, the information customers should provide, and how approved refunds are made.

Giftlio offers digital gift cards, prepaid vouchers, activation codes, gaming-related codes and other electronically supplied products (together, “Products”). Because many Products can be viewed, copied or redeemed soon after delivery, refund requests are assessed with regard to delivery and redemption status, the reason for the request, relevant verification information and the customer’s legal rights.

Our aim is to resolve genuine purchasing and delivery problems fairly while protecting customers and payment systems against fraudulent or abusive activity. This Policy forms part of our Terms and Conditions and should be read alongside those Terms and our Privacy Policy.

Nothing in this Policy removes, reduces or overrides consumer rights or remedies that apply by law.

2. Scope of the Policy

This Policy applies to Products purchased directly from Giftlio, whether or not the customer has created an account. It covers eligible requests concerning non-delivery, incorrect digital products, defective or unusable codes, duplicate charges, purchase cancellations and other order-related issues.

It does not govern purchases made directly from a third-party issuer or another seller. Gift cards and codes may also be subject to the issuing brand’s redemption rules, regional restrictions and terms of use. However, those third-party rules do not remove any legal obligations owed by Giftlio to its own customers as seller.

References to a “Digital Code” include any electronic voucher, activation key, redemption code or similar credential supplied with a Product.

3. The 30-Day Refund Request Period

Customers may submit a request for a refund or review of a purchase within 30 calendar days from the purchase date. This is Giftlio’s standard period for accepting discretionary refund requests under this Policy.

A request made within 30 days will be considered, but does not automatically mean a refund is due. Eligibility depends on the reason for the request, the status of the Product, the information available and the applicable legal requirements. For example, a code that has already been redeemed may not qualify for a discretionary change-of-mind refund.

The 30-day request period is not a deadline for exercising statutory rights. Where the law provides a longer period or another remedy for digital content that is faulty, incorrectly described, not supplied or otherwise non-conforming, those rights remain available notwithstanding the 30-day period.

4. Circumstances in Which Refunds May Be Available

Depending on the facts of an order and the requirements of applicable law, Giftlio may approve a refund where:

• Payment has been collected but the purchased Product cannot be supplied.
• We cancel an order before the Product is delivered.
• We deliver a Product materially different from the item ordered.
• The Digital Code is invalid, defective or unusable for a reason attributable to the Product as supplied, and an appropriate replacement or other legal remedy is unavailable or unsuitable.
• A duplicate payment has been taken for the same intended purchase.
• A refund is otherwise required under consumer protection legislation or another applicable legal obligation.

We may also offer a replacement code or another suitable resolution, where appropriate and consistent with the customer’s legal rights. The nature of the remedy may depend on the issue, evidence of the defect and whether the problem can reasonably be corrected.

5. Digital Delivery, Redemption and Change-of-Mind Requests

Digital Products are typically delivered by email or made accessible through an order or account page, where supported. Unlike physical goods, a digital voucher or code may be capable of immediate use following delivery.

For discretionary refunds, we will generally not approve a change-of-mind request if a code has been redeemed, activated, fully or partially used, transferred to another person, or otherwise consumed. We may also decline discretionary requests where the customer has selected an incorrect denomination, region, platform, currency or account type despite clear information being available before purchase.

For UK consumers, the statutory 14-day cancellation rules for digital content not supplied on a tangible medium may be affected when supply begins during the cancellation period, but only where the legally required express consent and acknowledgement of loss of the cancellation right have been obtained and the other legal conditions are met. Delivery alone does not automatically remove cancellation rights.

Where those conditions are not met, or where a Product is faulty, not as described or otherwise fails to meet statutory standards, the relevant consumer rights continue to apply. The same principle applies to any other mandatory consumer protections in the customer’s jurisdiction.

6. Incorrect Selection or Regional Incompatibility

Before confirming an order, customers should review the Product name, value, currency, supported countries, platform, account requirements and any redemption limitations shown on the Website.

Some gift cards and digital codes are valid only for specified markets or accounts. If a customer knowingly selects a Product that is incompatible with their intended region or platform, this will not normally qualify for a discretionary refund after the code has been disclosed or used. We may nevertheless consider an unredeemed Product individually, including whether a cancellation is still possible.

If the incompatibility resulted from inaccurate or misleading information provided by Giftlio, the request will be assessed under the customer’s applicable legal rights and not simply treated as a customer selection error.

7. How to Submit a Refund Request

To request a refund or report a problem with a purchase, contact support@giftlio.com. To help us locate and review your order, please include your order number, the email address used at checkout, the Product purchased, the date of purchase and a clear description of the issue.

Where relevant, you may also provide screenshots of an error, the redemption message displayed by the issuing platform and a description of the steps already taken. Please do not email complete payment card numbers, card security codes, passwords or other unnecessary sensitive credentials.

We may request additional details if they are reasonably needed to validate an order, investigate a reported problem or verify that a requester is authorised to act for the purchaser. We will review the material provided and advise whether further information or action is needed.

8. Verification and Investigation

Some refund requests require us to verify payment and delivery information, check whether a code has been issued or redeemed, or contact an external supplier or issuing brand. We may examine relevant order confirmations, payment references, delivery records, support correspondence and technical or redemption evidence.

Where a transaction raises reasonable concerns about unauthorised payment use, identity theft, duplicate claims or fraud, we may undertake additional proportionate checks ourselves or through appropriate service providers. Any collection and use of personal information will be governed by our Privacy Policy and applicable data protection law.

We may pause a discretionary refund review while reasonably necessary information is being obtained, but will not use verification procedures to override statutory remedies or applicable legal deadlines. We will not ask customers to disclose sensitive card authentication information or complete card numbers by email.

9. Review and Decision

Each refund request is assessed on its individual facts. We take into account the Product description at the point of sale, payment and delivery status, the reason for the request, code validity and redemption evidence, any relevant terms disclosed before purchase and mandatory consumer protections.

Following review, we may approve a full refund, provide a partial refund where appropriate and lawful, offer a suitable replacement or correction, request reasonable further evidence, or explain why a discretionary refund cannot be granted.

Where an order is affected by a product fault or another issue giving rise to statutory rights, the available outcome will be determined in accordance with those rights. Decisions made under this Policy do not prevent customers from pursuing an applicable statutory remedy or lawful payment dispute.

10. Refund Method

Approved refunds are normally returned to the original payment method used to place the order. This helps to reduce the risk of misdirected payments and unauthorised refund requests.

If the original payment method has expired or cannot receive funds, we will work with the payment provider to identify a lawful and secure alternative. Any alternative refund arrangement may require reasonable verification of the original purchaser or payment ownership.

Unless otherwise required by law, refunds are generally initiated in the original transaction currency. A bank or card issuer may apply its own currency conversion rates or charges, but Giftlio will not deduct unlawful refund fees or reduce any amount that must be refunded under applicable consumer law.

11. Refund Processing Times

We seek to acknowledge and investigate refund requests without undue delay. The time needed for an investigation varies with the issue and whether a supplier, issuer or payment provider needs to verify information.

Where a refund is due under a statutory cancellation right, we will process it within the timeframe required by applicable law. For UK consumer distance-contract cancellation refunds, this is generally within 14 days after being informed of the cancellation, subject to the rules applicable to the contract. Other statutory remedies may have different requirements.

Once a refund is initiated, the time taken for the funds to appear in the customer’s account may depend on the card issuer, bank or other payment provider. We can provide relevant refund confirmation or transaction references where available to assist with tracing a payment.

12. Chargebacks and Payment Disputes

Customers are welcome to contact our support team first when a payment or Product issue arises, as many problems can be resolved directly. However, contacting us first is not a condition of exercising a lawful chargeback, payment dispute or statutory right.

If a payment dispute is raised, Giftlio may share relevant order, payment, fulfilment and customer communication records with the payment provider, card network or financial institution as necessary to investigate or respond to the claim.

We may challenge a dispute that we reasonably believe to be factually incorrect or fraudulent and may take proportionate action in response to demonstrated abuse, subject to applicable law. We will not penalise customers merely for making a genuine complaint or exercising rights available to them.

13. Protection Against Refund Abuse

Giftlio may review patterns of refund requests, repeated orders, delivery records, payment reversals and other relevant activity to prevent abuse of the refund process and protect customers from unauthorised transactions.

Where we have substantiated reasons to suspect fraudulent activity, we may request proportionate evidence, restrict future purchasing activity, refer the matter to our payment provider or take other lawful steps. Any use or disclosure of personal information in this context is subject to applicable data protection rules.

These measures do not displace a customer’s mandatory refund, cancellation, product quality or dispute-resolution rights.

14. Changes to This Policy

We may update this Refund and Returns Policy to reflect changes in our products, customer support procedures, payment operations or applicable legal requirements. An updated version will be published on the Website with its effective date.

Unless applicable law requires otherwise, a purchase will ordinarily be assessed by reference to the terms presented when the order was placed, together with any non-excludable legal rights. We will not apply a later change retroactively to remove rights already acquired by customers.

15. Contact Information

If you have a question about a refund, need assistance with a Digital Code or wish to make a complaint, please contact:

Lumeris Store Ltd
Company Number: 17410906
Registered Office: 2nd Floor College House, 17 King Edwards Road, Ruislip, London, United Kingdom, HA4 7AE
Website: https://giftlio.com/
Email: support@giftlio.com

This Policy should be read alongside our Terms and Conditions, Privacy Policy and Cookie Policy. Where the content of this Policy conflicts with rights guaranteed by applicable law, the mandatory legal requirements prevail.

Last Updated: 13 October 2026