Giani Return/Exchange Policy

Thank you for choosing Giani. Your satisfaction is our priority, and we're here to make sure you feel confident and happy with every purchase. Please review our updated return policy below.

30-Day Money-Back Guarantee

Your Giani product is warranted against defective material or workmanship for a period of 30 (thirty) 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 30 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 the 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 30-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

Please note that return shipping costs to our warehouse are the customer's responsibility.

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 30 days of successful delivery and also ask for a refund process before receiving the package. If you wish to request a refund for any reason, you must wait for the package to reach you.

If you decide that you don't want our product anymore, we can process your return and have everything ready to give you the money back once we receive the product back from you.

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 or Color Changes 

If you need to make a style change or a color set change in your order, please contact our support team as soon as possible (within one day of placing the order) to request the modification. This also applies to changes in the quantity of units in your order.

As long as the order has not yet been dispatched, it may be possible to edit the order according to the new request from the customer.

If the order has already been dispatched, it will unfortunately not be possible to update the order with the new style or color set. In this case, if you still wish to make the change, 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 support team again so we can guide you through returning the item and placing a new order with the desired style or color set.

Please note that if a return is requested, the shipping cost for sending the package back to our warehouse is the responsibility of the customer

Damaged Goods

If you receive a damaged product, please contact our Customer Service team as soon as possible, ideally within 48 hours of receiving the package. Make sure to attach photos and/or videos of both the product and the packaging, including the label, so we can verify the damage and investigate the cause. Claims made after 48 hours may not be accepted by our customer service team. If the claim for a damaged product does not include photos of the product and packaging where the damage being claimed can be seen, the claim will be dismissed and no solution will be provided.

Depending on the extent of the damage and who is responsible, our team will work with you to find the best possible solution. If a replacement is needed, it will be subject to stock availability and will follow our standard processing times, which typically take a few business days.

In certain cases, depending on the responsibility for the damage, a replacement may involve an additional cost.

Please report any damaged items within 48 hours to ensure we can process your claim. If the claim is delayed beyond this timeframe, we may not be able to assist, as we won’t be able to file a claim with the carrier.

For further assistance, contact us at support@trygiani.com

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 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. 

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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 therefore they decided to return 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.