Refund, Returns & Cancellation Policy
KUE BOX LIMITED trading as KUE Box
Effective Date: 7th October 2026
Last Updated: 8th October 2026
1. Our Policy
KUE BOX LIMITED (“KUE Box”, “we”, “us”, or “our”) operates an online gifting business offering curated gift boxes, personalised gifts, corporate gifts, bulk orders, and related products.
We prepare orders with care and may incur product procurement, packaging, personalisation, labour, and delivery costs before an order reaches its recipient.
This policy establishes the conditions under which cancellations, returns, exchanges, replacements, and refunds may be considered.
KUE Box does not offer automatic refunds for change-of-mind requests. Every complaint and refund request is subject to review, verification, and approval by KUE BOX LIMITED, except where a remedy is required by applicable law.
Nothing in this policy excludes a consumer right or remedy that cannot lawfully be excluded under Nigerian law.
2. All Sales and Change-of-Mind Requests
Please review your order carefully before completing payment.
Except where required by applicable law or expressly agreed by KUE Box in writing, we do not offer voluntary refunds, exchanges, or replacements simply because a customer:
- Changes their mind after placing an order.
- No longer wants or needs the gift.
- Ordered the wrong product, package, quantity, or option.
- Dislikes a product or presentation that matches the confirmed description and approved specifications.
- Changes the recipient, occasion, delivery preference, or gift message after preparation has commenced.
- Finds the product unnecessary after purchase.
- Decides that the product is not suitable for their personal preferences when it conforms to the agreed description and specifications.
A customer’s change of mind, by itself, does not guarantee a refund or cancellation.
This section is subject to any applicable statutory cancellation, return, or refund rights.
3. Mandatory 24-Hour Reporting Policy
Customers must report any apparent damage, shortage, incorrect item, personalisation error, or other delivery-related issue within 24 hours of delivery if they wish Kue Box to consider the complaint under its standard internal complaints process.
The report must be sent to kueboxofficial@gmail.com and include:
- The order number.
- The customer’s name and contact details.
- The date and approximate time of delivery.
- A clear description of the issue.
- Clear photographs or videos of the affected item and packaging, where reasonably available.
- Any other evidence reasonably necessary to investigate the complaint.
The customer should preserve the affected item and packaging, where reasonably practicable, while the complaint is being reviewed.
What happens if a complaint is reported after 24 hours?
KUE Box may decline to consider a late complaint under its voluntary complaints process where the delay has prevented meaningful verification or where the available evidence is insufficient.
Late complaints may be considered exceptionally at the sole discretion of KUE BOX LIMITED, based on the circumstances, evidence, product type, and nature of the issue.
However, the 24-hour reporting requirement does not remove any statutory consumer rights that apply under Nigerian law. Where the law requires a remedy, a complaint will be assessed in accordance with that law.
Submitting a complaint within 24 hours does not automatically entitle the customer to a refund, replacement, exchange, or other compensation.
4. No Automatic Refunds
Every refund request is subject to assessment.
KUE BOX LIMITED may review:
- The original order confirmation and product description.
- The customer’s approved specifications and personalisation instructions.
- Payment and transaction records.
- Photographs, videos, and other supporting evidence.
- The condition of the product and packaging.
- Procurement, preparation, customisation, and delivery records.
- Relevant communications between the customer and KUE Box.
- The nature and timing of the complaint.
- The remedy required by any applicable law.
Where a voluntary refund is not warranted, we may decline the request and explain the reason.
Where a product or service issue qualifies for a legal remedy, we will provide the remedy required by applicable law.
A complaint is a request for review, not a guarantee of a refund.
5. Order Cancellations
5.1 Requests before preparation begins
Customers who wish to cancel an order must contact KUE Box as soon as possible.
We will assess the request based on the stage of fulfilment, the nature of the order, any applicable legal cancellation rights, and any reasonable cancellation charge permitted by law.
A cancellation request does not automatically mean the order has been cancelled. Customers should obtain written confirmation from KUE Box.
5.2 Requests after preparation or procurement begins
Once KUE Box has commenced procurement, sourcing, assembly, packaging, personalisation, branding, or other order-specific work, cancellation may result in costs already incurred.
Where legally permissible, KUE Box may apply a reasonable, properly attributable cancellation charge. The charge will take into account the circumstances, notice provided, nature of the order, costs incurred, and applicable legal requirements.
We will not impose cancellation charges that are prohibited by law or that unlawfully deprive a customer of a statutory remedy.
5.3 Advance orders and scheduled deliveries
Customers placing orders for birthdays, anniversaries, holidays, corporate events, and other specific occasions should carefully confirm the delivery date and order details before payment.
Cancellation requests will be assessed according to the applicable law, the stage of preparation, the terms disclosed before purchase, and any reasonable cancellation costs that may lawfully be charged.
5.4 Cancellation confirmation
Customers must not assume that an order has been cancelled merely because a cancellation request has been sent.
KUE Box will communicate its decision and any applicable refund or cancellation arrangements through the customer’s supplied contact details.
Nothing in this section removes any cancellation right that the law grants to the customer.
6. Personalised, Customised, Corporate, and Bulk Orders
Personalised and bespoke orders may include names, messages, logos, branded packaging, custom assortments, corporate gifts, and products sourced specifically for a customer.
Customers are responsible for reviewing and approving all supplied information, including spelling, names, quantities, artwork, messages, and other specifications.
Once customisation or order-specific preparation has begun, we do not ordinarily offer voluntary refunds or free remakes for changes of mind or errors in information supplied and approved by the customer.
Where KUE Box makes a verified error or supplies goods that materially fail to meet the confirmed specifications, we will assess the issue and provide any remedy required by law or otherwise approved in writing.
Corporate, bulk, and bespoke orders may be governed by separate written agreements covering deposits, payment milestones, production approvals, cancellation charges, substitutions, delivery timelines, and other order-specific terms.
Any such agreement must be consistent with applicable law.
7. Damaged, Defective, Missing, or Incorrect Items
Customers should report damaged, defective, missing, incorrect, or materially non-conforming items within the 24-hour reporting period described in Section 3.
We may request reasonable supporting evidence to establish the nature and extent of the issue.
Following assessment, KUE Box may offer an appropriate remedy, which may include:
- Correction of an order or personalisation error.
- Replacement of an affected item.
- Exchange where appropriate.
- A partial refund for an affected part of an order.
- A full refund where warranted.
- Another remedy required by applicable law.
The appropriate remedy depends on the facts, the nature of the issue, the applicable legal requirements, and whether the proposed remedy adequately resolves the problem.
A refund will not be granted merely because a complaint has been submitted. However, KUE Box will not refuse a legally required remedy solely because a complaint does not satisfy an internal reporting deadline.
8. Perishable Items and Food Products
Some gift boxes may contain food, beverages, flowers, or other perishable or time-sensitive products.
For health, hygiene, and product-quality reasons, certain opened or perishable products may not be eligible for voluntary change-of-mind returns where applicable law permits such restrictions.
Customers should promptly report concerns involving spoiled, unsafe, expired, damaged, or incorrectly supplied products.
Where reasonably practicable, customers should provide photographs, packaging details, batch or expiry information where available, and a description of how the product was stored and handled.
KUE Box will assess the complaint and provide any remedy required by applicable law.
We do not use the perishable nature of a product as a blanket exemption from responsibility for defective, unsafe, or incorrectly supplied goods.
9. Delivery and Recipient Issues
Customers are responsible for supplying accurate recipient names, telephone numbers, delivery addresses, and delivery instructions.
9.1 Incorrect information supplied by the customer
Where delivery fails because the customer supplied incorrect information or the recipient cannot be reached, KUE Box may offer redelivery or rescheduling, subject to availability.
Any additional delivery charge must be reasonable, disclosed before the additional service is arranged, and permitted by law.
9.2 Recipient unavailable
Customers should ensure that the recipient is reasonably available at the agreed delivery location and time.
If the recipient is unavailable, KUE Box or its delivery partner may contact the customer to agree on the next steps.
9.3 Delivery errors attributable to KUE Box
If an order is delivered to the wrong address due to an error attributable to KUE Box or its delivery arrangements, or the order is not delivered as agreed, we will investigate and provide an appropriate resolution.
9.4 Delivery delays
We will make reasonable efforts to meet confirmed delivery timelines and communicate material delays where practicable.
Where a delay causes a failure to fulfil the agreed purpose of an order, we will assess the circumstances and provide any remedy required by applicable law.
10. Product Availability and Substitutions
We make reasonable efforts to supply products consistent with the descriptions, photographs, specifications, and package contents provided at the time of purchase.
Minor variations in handmade arrangements, natural flowers, or presentation may occur, provided they do not materially change the agreed product.
If a product becomes unavailable, KUE Box may propose a suitable alternative. Where a substitution would materially change the confirmed order, we will seek the customer’s agreement where required.
If an acceptable alternative cannot be arranged, we will discuss an appropriate resolution, including any refund required by law.
We will not treat a material, unapproved substitution as automatically accepted by the customer.
11. Returns and Condition of Goods
Customers must contact KUE Box before arranging a return so that the appropriate procedure can be communicated.
Where relevant, customers should preserve the product, packaging, accessories, and other components and avoid unnecessary use or damage while a complaint is being assessed.
Returned items may be inspected to establish their condition and determine whether the complaint is supported by the available evidence.
These procedures are intended to facilitate fair assessment. They do not override statutory return rights or permit KUE Box to impose conditions prohibited by law.
12. Refund Amounts and Deductions
Where a refund is approved, the amount will be determined by the applicable legal requirements and the circumstances of the order.
Where permitted by law, reasonable and properly attributable costs may be taken into account when assessing a cancellation or partial refund.
No deduction will be applied where doing so would unlawfully deprive the customer of a mandatory refund or other statutory remedy.
Where only part of an order is affected, KUE Box may consider an appropriate remedy for that part rather than automatically refunding the entire order, subject to applicable law.
13. Refund Processing
Where a refund has been approved, KUE Box aims to initiate it within 5–10 business days, unless a shorter period is required by law or another reasonable arrangement is communicated.
Refunds will ordinarily be processed through the original payment method where practicable.
The time required for the funds to appear in the customer’s account may depend on the bank, card issuer, payment processor, or other financial institution.
This processing target does not extend or override a mandatory refund deadline imposed by law.
14. Payment Disputes and Fraud Prevention
KUE BOX LIMITED may retain order confirmations, payment references, invoices, customer communications, dispatch records, and proof of delivery for legitimate accounting, fraud-prevention, and dispute-resolution purposes.
Where a payment dispute arises, we may provide relevant records to the payment processor, financial institution, or other authorised party handling the dispute.
Customers who believe a payment has been processed incorrectly should contact us with the transaction reference so that we can investigate.
KUE Box reserves the right to investigate suspected fraudulent, abusive, or misleading refund claims and to take lawful steps to protect its business interests.
This section does not prevent customers from exercising lawful complaint, payment-dispute, or consumer-protection rights.
15. Our Discretion and Applicable Law
KUE BOX LIMITED reserves the right to assess voluntary refund, exchange, and replacement requests on a case-by-case basis.
Approval of a voluntary refund or other goodwill remedy in one case does not automatically create an entitlement to the same remedy in another case.
Our discretion must be exercised consistently with applicable law. Where a consumer is legally entitled to a cancellation, return, replacement, refund, or other remedy, the applicable legal requirement will prevail over any inconsistent provision in this policy.
Nothing in this policy excludes or limits liability where such exclusion or limitation is prohibited by law.
16. Contact Us
All refund, cancellation, return, and complaint requests must be sent to:
KUE BOX LIMITED
Trading Name: KUE Box
Website: https://thekuebox.com
Email: kueboxofficial@gmail.com
Please include your order number, a description of the issue, and any supporting evidence.
KUE BOX LIMITED operates remotely. Do not send products to an address without receiving return instructions from our team.
We will review requests in accordance with this policy and applicable law.