Refund policy
60-Day Money-Back Guarantee
Your Giani product is warranted against defective material or workmanship for a period of 60 (sixty) days from the delivery date.
DO NOT return your product to the place of purchase. In order to return your defective product as fast as possible, please follow these steps:
- Send us an email to support@trygiani.com that includes the following information:
- Order number (Ex: #GI123456)
- A description of the issue.
- Picture/s or video/s where the issue is visible.
- Subject the email as “Return request - Order #GI1234”
- Follow the customer service team's instructions.
DAMAGE TO THE PRODUCT RESULTING FROM TAMPERING, ACCIDENT, ABUSE, NEGLIGENCE, UNAUTHORIZED REPAIRS OR ALTERATIONS, UNAPPROVED ATTACHMENTS, OR OTHER CAUSES UNRELATED TO PROBLEMS WITH MATERIAL OR WORKMANSHIP IS NOT COVERED BY THIS WARRANTY.
If 60 days have gone by since your goods have been delivered, we can’t offer you a refund or a replacement. Anyway, you are welcome to contact us for an exception.
Replacement requests always receive priority handling at Giani. We realize the delays they can cause. Nonetheless, they are subject to availability.
Giani is not responsible for reimbursement of any labor costs or delays that may occur due to the receipt of defective goods.
Returns:
In case you are not happy with the item, you can ask for our 60-day money-back guarantee by contacting support@trygiani.com
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Delivery time is not a reason for a refund unless it complies with our shipping guarantee which you can read in our shipping policy.
Non-returnable items:
- Gift cards
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer
Refunds (if applicable)
Once your return is received and inspected, we will email you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
You can ask for a refund within 60 days of successful delivery, and also ask for a refund process before receiving it. If you decide that you don't want our product anymore, we can process your refund and have everything ready to give you the money back once we receive the product.
You will receive a refund of the purchase price minus a $4.99 restocking fee. The original shipping is not included in the refund.
Styles Changes
If you need to make a style change to your magnetic lashes right after placing your order, please contact our support team promptly (within one day of placing the order) to request the style change. This also applies to changes in the quantity of units in your order.
As long as the order has not yet been dispatched, it can be edited according to the new request from the customer.
If the order has already been dispatched, it will not be possible to update the order with the new style.
In this case, if you still wish to change the style, you will need to wait until the product arrives and then initiate a return process. Once you have received the product, please contact our customer service team again to return the product and receive a new one with the requested style.
Please note that the return shipping costs to our warehouse are the responsibility of the customer.
Damaged Goods
Please, report to Customer Service the receipt of a damaged product within 48 hours of delivery, by sending a picture showing the item with its packaging and label. If you fail to report damages in this time frame, we won't be able to file a claim with the carrier, which means we can't accept responsibility for the damages.
In most cases, we can order a replacement fixture at no cost to you as soon as the damaged one has been picked up. However, the outcome of the claim may result in a charge for the replacement item. Replacements are subject to availability.
Please contact support@trygiani.com if you have any questions.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company; it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund, please contact us at support@trygiani.com
NOTE: DELAYS DUE TO THE CURRENT SITUATION COULD AFFECT THE SHIPPING TIME. We can not predict when it will get delayed. We are giving the best of us to keep providing you with the best quality of service possible!
"Missing an Item" refunds (if applicable)
If you didn't receive the entire order could be for 2 reasons:
1) We sent the packages separately because of the maximum weight.
2) An item is missing due to a human mistake.
For both cases, please contact us as soon as possible and it's mandatory to take a picture of what you received with the information visible.
Then, we analyze what happened and send you the missing product.
Early refunds (if applicable)
If for any reason you want to cancel your order before we fulfill it, we can offer you a refund.
In this case, you'll receive your money (shipping included) but we have to keep 3.99 USD of operative costs plus the automatic print of labels and also the Payment gateway fees that are charged to us regardless (3%).
Shipping
To return your product, you should mail your product to our address provided by e-mail after accepting your refund.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Email us at support@trygiani.com and we will process your request within 24-48 hours.
Shipping and Delivery Responsibility
Giani does not have its own courier service for package delivery. This service is outsourced and handled by local shipping companies in each country. This means that any tasks related to the shipping and delivery of the package to the customer's address are the responsibility of the shipping company.
Control of the Package
Once the package is dispatched from our warehouse, it is in the hands of the shipping company, which will have full control of the package from that point onwards.
Issues During Shipping
If the package encounters any issues during shipping, such as loss, theft, incorrect delivery addresses, or failed deliveries, the customer must contact and file a claim with the shipping company, as they are responsible for these matters. In these instances, Giani only acts as an intermediary between the customer and the shipping company.
Customer Support
If the customer needs it, they can contact our customer service team to request the contact information of the shipping company to get in touch with them.
Returned Packages
In the particular case where the shipping company could not deliver the package to the customer's address and thus returns it, please note that the package is not returned to our warehouse but to the shipping company's distribution center. Any additional costs for reshipping the package due to such issues are set by the shipping company and must be paid to them.
Shipping Disputes
For any objections or claims regarding shipping, the customer must contact the corresponding shipping company.