Refund policy

Returns

You have 14 days from the date you receive your order to request a return.

Returned items should be in their original condition and, where applicable, include their original packaging and tags. You may inspect the product as you would in a physical store; however, you may be responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.

To request a return, please contact us at ask@gaitalab.com before sending the item back. We will provide you with the return instructions and return address. Items sent back without first requesting a return may not be accepted.

Order cancellations

You may request to cancel your order at any time before it has been fulfilled.

Once an order has been fulfilled, it can no longer be cancelled. You may still request a return in accordance with the return conditions described below.

To request a cancellation, please contact us at ask@gaitalab.com as soon as possible.

Return shipping

Return shipping costs are the responsibility of the customer, unless the item received is defective, damaged or incorrect.

We recommend using a tracked shipping service, as Gaita Lab cannot be responsible for return parcels lost in transit.

Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved.

If approved, the refund will be issued to the original payment method. In the case of withdrawal from an online purchase, the original standard delivery cost will also be refunded where required by applicable consumer law. Any additional cost resulting from choosing a delivery method more expensive than the standard delivery option is not refundable.

Please note that your bank or payment provider may require additional time to process and display the refund.

Custom and personalised orders

Custom and personalised orders are handled separately from standard online purchases and are subject to the terms agreed with the customer when the order is confirmed.

Products made specifically according to a customer's individual specifications or clearly personalised cannot normally be cancelled or returned for a change of mind once production has started.

This does not affect your statutory rights if the product is defective or does not conform to the specifications agreed at the time of the order.

Damaged, defective or incorrect items

Please inspect your order when you receive it. If an item is defective, damaged or incorrect, contact us as soon as possible at ask@gaitalab.com, including photographs where helpful, so that we can assess the issue and provide an appropriate solution.

Your statutory rights regarding defective or non-conforming goods are not affected by this return policy.

Exchanges

We do not offer direct exchanges. If you would like a different item, colour or size, please return the eligible item following the procedure above and place a new order.

In-store purchases

Purchases made directly at Gaita Lab Store & Studio may be exchanged within 14 days of purchase, provided that the item is unused, in its original condition and accompanied by proof of purchase.

For change-of-mind returns, we do not offer cash or payment-method refunds. You may exchange the item for another product or receive store credit for the value of the returned item.

If the replacement item has a higher value, the difference must be paid. If it has a lower value, the remaining amount will be issued as store credit.

Personalised or custom-made items cannot be exchanged unless defective or non-conforming.

This voluntary exchange policy does not affect your statutory rights regarding defective or non-conforming goods.