We do accept returns, your satisfaction is our number one priority!
Please read through our policies below, and of course contact us if you have any questions. While we do everything in our power to make sure you are completely satisfied with your purchase, please keep in mind that Gaiana is a small company, and thus we cannot afford to have the same return and exchange policies that you’ll find at multinationals like Amazon.
Each return request will be reviewed on a case to case bases, depending on reason of return, type of product and wholesale- or retail-customer. There is no general rule of return. If a return is approved by our customer-service you will be eligible for a refund, replacement or store credit.
Timeline for returns:
You have to make a return-request within 14 days from the day the order was originally delivered. The returning products must be unopened and in original packing. The products must be back with us within 15 business-days after your return-request has been approved. If the return arrives after 15 business-days, it will be refused. (unless an exemption has been issued by our customer-service)
What can’t be returned:
– Used products or fresh product e.g. living plants. – Products must have all labels and sent back in their original packaging. – Spoiled, altered, customer-damaged products cannot be returned. – Products sold as wholesale that are already sold/shipped to the end-user.
Return shipping charges information:
– Shipping cost is non-refundable, unless we ship an item in error. – Returns will require the customer to pay for return shipping, unless there was a mistake on our end with your order. – Returns on orders that utilize free shipping will be subject to a reduction in refund or store credit in the amount of the regular shipping-cost of it’s destination.
Returned parcel policy:
We will always contact our customer and inform them in case their parcel is being returned by the shipping-company. We will also investigate the reason of return and depending on the outcome of this investigation we will determent the follow-up action. If the reason of return is a mistake made by the shipping-company we will reship your order again free of charge. If the return is caused by an address error made by our customer we will ask our customer to cover the shipping-costs for a reshipment.
The customer is responsible to avoid unnecessary returns:
– Double check the shipping-address is correct during checkout. – The name on the parcel must correspond with name at the address/doorbell. -Recommended to provide a valid phone-number, so you can be contacted in case there is an issue with the delivery. – Do not use a fake name – Do not use a P.O.Box – Do not use ‘Post Restante’ – Do not use a ‘Packstation’ from other shipping-companies – Make sure you keep an eye on the tracking-page, please contact us if you haven’t received your tracking
If a parcel is being returned we will always offer you a reshipment, refund or store credit. Again, shipping-costs are non-refundable, unless an error is made by the shipping-company. So, in case of a refund or store credit you we only receive the amount of the product-value.
Do not hesitate to contact us if you have further questions!