Refund policy

GAIIA Return, Exchange & Refund Policy

At GAIIA, we strive to ensure a smooth and comfortable shopping experience. We understand that sometimes a fit or fabric may not be exactly what you expected. To address this, we offer a comprehensive 7-Day Return & Refund and Exchange policy.

⚠️ IMPORTANT: MANDATORY PROCEDURE

To initiate a return or exchange, you must use our official portal: 👉 https://gaiiaonline.com/apps/return_prime

Please Note: This is the only acceptable method to initiate a request. Requests made via email, WhatsApp, or any other channel without a portal registration will not be accepted.

1. RETURNS & REFUNDS (7 DAYS)

If you are not satisfied with your purchase, you may return the item for a refund within 7 days of delivery.

  • Refund Method: Once the product passes Quality Check (QC) at our warehouse, the refund will be processed to your original payment method (Prepaid) or via Bank Transfer/Store Credit (COD).

  • Shipping Charges: Original shipping charges and a reverse pickup fee of "x" amount are non-refundable and will be deducted from the final refund amount.

  • Condition: Items must be unused, unwashed, unaltered, and in original packaging with all tags attached.

2. EXCHANGES (7 DAYS)

We offer size or style exchanges within 7 days of receiving your product.

  • Limit: Exchanges are limited to once per order.

  • Process: After your exchange request is approved on the portal, we will arrange a pickup. Once the item reaches us and passes QC, your new item or store credit (valid for 6 months) will be issued.

3. HOW TO INITIATE YOUR REQUEST

  1. Visit the Portal: Go to https://gaiiaonline.com/apps/return_prime.

  2. Enter Details: Use your Order Number and registered Email/Phone number.

  3. Select Action: Choose the items you wish to return or exchange and select the reason.

  4. Upload Images: For damaged, defective, or incorrect items, you must upload clear images/videos within 72 hours of delivery.

  5. Approval: Our team will review your request within 24–48 hours. You will receive an update via email/SMS.

4. GUIDELINES FOR PICKUP & QC

  • Proof of Handover: Please take a photo or video of the product while handing it over to the courier person. This serves as your proof in case of any transit disputes.

  • Secure Packaging: Ensure the item is packed safely. If any unaccounted items are handed over, GAIIA will not be responsible for them.

  • QC Rejection: If an item fails Quality Check (shows signs of wear, washing, or damage), the request will be rejected, and the item will be sent back to you at your expense.

5. DAMAGED OR INCORRECT ITEMS

Please inspect your order immediately upon receipt. If the item is defective or wrong, contact us via the portal immediately. For "Delivered but not received" claims, you must inform us within 72 hours of the marked delivery time; otherwise, the courier company will not entertain the dispute.

6. NON-RETURNABLE ITEMS

  • Items purchased during "Final Sale" or clearance events.

  • Gift Cards.

  • Items without original tags/packaging.

CUSTOMER SUPPORT

For any questions regarding the portal or your request status, feel free to reach out:

  • WhatsApp: +91 8368334565 (11 AM to 8 PM)

  • Email: support@gaiiaonline.com

  • Return Address: 137, Main Market, Block J, Rajouri Garden, New Delhi, Delhi, 110027