Refund policy

Refund & Return Policy

At GAIA, we aim to provide a fair, transparent, and straightforward return and refund process. Please review the policy below carefully before submitting a request.

1. Returns & Exchanges (3-Day Window)

Eligibility

Return or exchange requests must be submitted within 3 days of delivery.

To be eligible:

  • The item must be unused, unworn, and in its original condition.
  • The item must be returned in the original packaging, including all boxes and included elements.
  • Clear photos of the item and full packaging are required for initial review and approval.

Shipping Costs

  • For approved returns or exchanges, the customer is responsible for two-way shipping fees.

Exchange Options

  • Exchange for the same item (subject to availability).
  • Exchange for a different item.
  • If the new item has a higher value, the price difference must be paid.

Custom-Made Pieces

  • Custom or personalized items are non-refundable.
  • Full payment is required in advance at checkout.

2. Quality Inspection Process for Returns & Exchanges

All returned items undergo a professional inspection upon receipt.

Case A: Item in Pristine Condition

If the item is confirmed to be original, unworn, and undamaged, you may choose one of the following options:

  • 125% Store Credit Voucher
    (Example: paid 1000 EGP → receive 1250 EGP in store credit)
  • Exchange for the same item (if available) or another item of equal value
  • Professional restoration, polishing, or adjustment
  • Full refund, processed within 7–10 business days (excluding two-way shipping fees)

Case B: Item Not Eligible

If the item shows signs of wear, alteration, or customer-caused damage:

  • The return or refund request will be declined.
  • The item will be returned to the customer after two-way shipping fees are paid.

3. Manufacturing Defects (14-Day Guarantee)

Manufacturing defects must be reported within 14 days from the delivery date.

Each reported case is professionally evaluated.

Case A: Confirmed Manufacturing Defect

If the defect is approved as a manufacturing issue, you may choose one of the following:

  • 125% Store Credit Voucher based on the item’s original value
  • Exchange for the same item (subject to availability) or another item of equal value
  • Repair or professional adjustment
  • Full refund, processed within 7–10 business days

Case B: Damage Caused by Use

If the issue is determined to be caused by use, mishandling, or external damage:

  • The return or refund request will be declined.
  • The item will be returned after two-way shipping fees are paid.

4. Important Notes

  • Requests submitted outside the stated timeframes will not be accepted.
  • Items sent back without prior approval may be refused.
  • Store credit vouchers are non-transferable and subject to GAIA’s usage terms.


Contact

If you have any questions or need assistance, please contact us through our Contact Us page before initiating a return.