At Gina, we want you to shop with confidence. If you’re not completely satisfied with your purchase, we’re here to help. Please read our Refund & Returns Policy carefully before requesting a return or refund.
1. Return Eligibility
You may request a return within 14 days of receiving your order if:
- You received a damaged or defective item.
- You received the wrong product, size, or color.
- The product is significantly different from what was described on our website.
To be eligible for a return, the item must:
- Be unused, unworn, and unwashed.
- Have all original tags attached.
- Be returned in its original packaging.
- Be accompanied by proof of purchase or your order number.
2. Non-Returnable Items
The following items cannot be returned or refunded:
- Items marked as Final Sale, Clearance, or Non-Returnable.
- Gift cards.
- Products that have been worn, washed, altered, or damaged after delivery.
- Items returned without original tags or packaging.
3. How to Request a Return
To start a return, please contact our customer support team within 14 days of receiving your order.
Please include:
- Your order number
- Your full name
- Photos of the item (if damaged or incorrect)
- A brief explanation of the issue
Our team will review your request and provide return instructions if your return is approved.
4. Return Shipping
- If the return is due to our mistake (wrong item, defective product, or damaged delivery), we will cover the return shipping cost.
- If you are returning an item because you changed your mind, you are responsible for the return shipping costs.
We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.
5. Refund Process
Once we receive and inspect your returned item, we will notify you of the status of your refund.
If approved:
- Your refund will be processed to your original payment method.
- Refunds are typically completed within 5–10 business days, depending on your bank or payment provider.
Shipping fees are non-refundable unless the return is due to our error. Clear policies on return windows, item condition, shipping responsibility, and refund timing help set customer expectations and reduce disputes.
6. Exchanges
We are happy to exchange products if:
- The item is defective or damaged.
- You received the wrong size or incorrect product.
Exchanges are subject to product availability.
7. Order Cancellation
Orders may be cancelled only before they have been processed or shipped.
Once your order has been dispatched, it cannot be cancelled and must follow our standard return process.
8. Damaged or Incorrect Orders
If your package arrives damaged or you receive the wrong item, please contact us within 48 hours of delivery with clear photos of:
- The product
- The packaging
- The shipping label
We will arrange a replacement or issue a full refund after verification.
9. Late or Missing Refunds
If you haven’t received your refund:
- Check your bank account again.
- Contact your credit card company or payment provider.
- Contact your bank, as processing times may vary.
If you still haven’t received your refund after completing these steps, please contact our customer support team.
10. Contact Us
If you have any questions regarding this Refund & Returns Policy, please contact us through our website’s Contact page or customer support email.