RETURN & REFUND POLICY

For your peace of mind when placing an order

1. Returns Due to a Change of Mind

If you wish to return a product because you have changed your mind, you may contact GIGI GRANDI to submit a return request within 14 days of receiving your order. The product must remain in its original condition, with its packaging unopened and intact, and must not have been used. All returns are subject to the conditions stated in this policy and applicable consumer protection laws.

For orders placed through GIGI GRANDI’s official stores on Shopee, Lazada, or TikTok, customers must submit return requests within the timeframe specified by the relevant platform and follow its return procedures.

For approved change-of-mind returns, customers are responsible for return shipping costs unless otherwise required by applicable law or the return is due to an error by GIGI GRANDI.

2. Incorrect Items Received

If you receive an item that differs from your order, please contact GIGI GRANDI with your order number and photographs of the item received so that we can investigate.

Once the error has been confirmed as being caused by GIGI GRANDI, we will arrange to send the correct item. Customers will not be responsible for the shipping costs associated with the replacement. Instructions regarding the incorrectly delivered item will be provided by our customer service team.

3. Damaged, Defective, or Problematic Products

If you discover an issue with a product, please contact us as soon as possible. Include your order number, a description of the issue, and supporting photographs or videos. The following reporting periods apply under this policy:

Product texture, color, or scent inconsistent with the product description: Please report the issue within 3 months of receiving the product.
Broken or damaged packaging that renders the product unusable: Please report the issue within 1 month of receiving the product.
Damaged accessories or complimentary gifts: Please report the issue within 14 days of receiving the product.

These periods are intended for reporting issues under our store policy and do not limit any additional rights available to customers under applicable law.

After reviewing the information provided, GIGI GRANDI may offer a replacement, refund, or another appropriate resolution depending on the circumstances. If the product needs to be returned for inspection, customers should send it back within 14 days after receiving our instructions. GIGI GRANDI will cover return shipping costs when the issue is confirmed to have resulted from a product defect or an error by our store.

4. Allergic Reactions

If you experience an allergic reaction after using a GIGI GRANDI product, discontinue use immediately and seek medical advice where appropriate.

You may contact us to report the incident and request consideration for a refund or compensation. We may request a doctor's certificate or other relevant medical documentation to help assess whether the reaction may be associated with the use of the product. Each case will be reviewed based on the available evidence and applicable law.

5. Non-Returnable Items

As a general rule, we do not accept returns in the following circumstances:

Products that have been opened or used, except where a product issue, allergic reaction, or applicable law requires special consideration.
Products that are no longer in their original condition or whose packaging has been damaged by the customer to the extent that an appropriate inspection is not possible.
Products that are not returned within the agreed timeframe after our instructions, without a reasonable explanation, subject to any rights provided by law.
Complimentary gifts that are not defective. Defective or damaged gifts may be reviewed on a case-by-case basis.

For purchases made through independent retailers or third-party stores, customers should contact the original seller to follow that seller's return procedures. This does not affect any consumer rights available under applicable law.

Contact GIGI GRANDI through the customer service channels listed on our website.
Provide your order number, the reason for your request, and any relevant photographs or supporting evidence.
Wait for our team to review your request and provide return instructions before sending the product back.
Return the product using the method and address provided by our team, if a return is required.
Once your return is approved, we will process the refund through an appropriate payment method. The time it takes for the funds to appear in your account may vary depending on your payment method and financial service provider.

For approved refunds, GIGI GRANDI will process the refund within the timeframe communicated to the customer and required by applicable law.

6. Return and Refund Procedure

If you have any questions regarding our Return & Refund Policy, please contact us using the details below.

Brand: GIGI GRANDI
Email: [Insert customer service email]
LINE Official Account: [Insert LINE OA]
Other Contact Channels: [Insert additional contact details]

GIGI GRANDI reserves the right to update this policy when necessary. Any updates will not remove or restrict consumer rights protected by applicable law.