Refund policy

Questions or Return Assistance

For return or order assistance, contact ekuBOX promptly.

General Rule for Gift Boxes

Because ekuBOX gift boxes may contain food, personal-care products, customized items or other time-sensitive merchandise, completed gift-box purchases are generally final and are not eligible for return or exchange based on preference, change of mind, recipient refusal or an unwanted gift, except when required by applicable law.

This final-sale rule does not limit the remedies described below for merchandise that arrives damaged, defective, missing or incorrect, or for a package confirmed lost in transit.

Report Problems Within 48 Hours

The purchaser or recipient must report damaged, defective, missing or incorrect merchandise within 48 hours after delivery. Please retain the gift box, affected merchandise, shipping carton, labels and all original packaging until we confirm that they may be discarded.

Your report should include the order number, a description of the problem and clear photographs of the merchandise, interior packaging, exterior carton and shipping label when relevant. Failure to provide timely notice or requested evidence may prevent us from verifying the issue, except where applicable law requires otherwise.

Carrier Damage

If merchandise is damaged in transit, ekuBOX will review the documentation and assist with the applicable carrier or Route claim. Depending on product availability, claim eligibility and the circumstances, the appropriate remedy may be replacement of the affected merchandise, replacement of the gift box, a partial refund or a full refund.

Incorrect or Missing Merchandise

If ekuBOX packed an incorrect item or omitted an item, ekuBOX will pay the reasonable costs required to correct its fulfillment error. Depending on the circumstances and product availability, we may send the correct or missing item, replace the gift box or issue an appropriate refund.

Defective Merchandise

If merchandise is defective, contact us within 48 hours after delivery with photographs and a description of the defect. We will evaluate the issue and provide an appropriate replacement or refund when the defect is confirmed. Manufacturer warranties, when available, may provide additional rights.

Lost Packages

Lost-package procedures, including claims for orders without Route Package Protection, are explained in our Shipping Policy.

Packages Marked Delivered

A package marked delivered but not received is investigated separately from a package lost in transit. The purchaser or recipient should check the delivery location, contact the carrier and notify ekuBOX promptly. Any refund or replacement depends on the available evidence and the outcome of the applicable carrier or Route process.

Substitutions

Gift-box contents may occasionally be substituted because of availability, seasonality or shipping conditions. Any substitute will be selected to maintain the gift's overall quality and will generally be similar in function and of equal or greater retail value. When a proposed substitution would materially change the gift's theme or intended use, we will make reasonable efforts to contact the purchaser before shipment.

Warm-Weather Chocolate Substitutions

From May through October, and at other times when temperatures may compromise product quality, ekuBOX may replace chocolate or another heat-sensitive item with a suitable alternative of equal or greater retail value. A qualifying substitution alone is not a product defect and does not create a right to a refund.

Refund Method and Timing

Approved refunds are issued to the original payment method unless otherwise required by law or expressly agreed. After ekuBOX processes a refund, the customer's bank or payment provider may require additional time to post it. Original shipping charges are not refundable unless the refund results from an ekuBOX error, confirmed carrier loss or another circumstance for which applicable law requires reimbursement.

Gift Cards

Gift-card purchases and use are governed by our Gift Card Terms .

Digital Accessibility Assistance

For assistance accessing this policy or obtaining an alternative format, contact customer service or review our Accessibility Statement.

Policy Dates

Effective Date: September 6, 2026

Last Updated: September 6, 2026

This Returns, Refunds & Exchanges Policy is incorporated into our Terms of Use.