Return Policy

1. The return request window

Send your return request to service@girelto.com within 30 days of receipt. Include the order number, the item you would like to return and the reason for your request. The request date is separate from the time a return parcel takes to travel. Keep a copy of your message and our instructions. If you believe an item is faulty, incorrect or otherwise not as described, explain that clearly; those concerns are assessed separately from a simple change of mind and do not lose any mandatory rights because of this store policy.

2. Condition for change-of-mind returns

For a change-of-mind return, keep the carrier unused, clean and in the condition received, with its original packaging, labels and any supplied components. You may examine an item carefully to understand it, but avoid taking it on a trip or allowing a pet to soil, chew or damage it while deciding. Retain proof of purchase so we can identify the transaction. Please tell us if packaging is missing or an item has been used instead of concealing its condition. We will explain the assessment and any lawful consequence based on the actual circumstances.

3. Four steps to arrange a return

1. Email the order number, product name, reason and relevant photographs if there is a problem.
2. Wait for the return instructions and confirmation of the item and address to use.
3. Pack the item carefully with the information needed to match it to your order, then use a suitable postal service.
4. Keep the receipt and tracking information until inspection and the approved refund have been completed.

A return request is not a shipping label. Do not assume that a prepaid label or collection is included unless support has confirmed it for your case. Please do not send returns to a carrier depot or to the address printed on an outgoing parcel without checking the instructions.

4. Registered return destination

The default return address is Room 118, 1st Floor, Building 2, No. 388, 21st Street, Baiyang Subdistrict, Qiantang District, Hangzhou, Zhejiang, China. The recipient business is Hangzhou Tanchen Network Technology Co., Ltd..

This is the registered business and return address in China. It is separate from the Shopify backend business address and from any dispatch location. Customers should consider the cost and practicalities of international return postage before placing an order. Contact us before shipping so we can confirm the required reference and provide any case-specific instructions. Do not invent a customs value or describe a sale inaccurately; use the postal service's lawful requirements.

5. Who pays return postage

For a personal preference or change-of-mind return, the customer pays the return shipping cost. We recommend a service that provides a receipt and tracking appropriate to the parcel value, because those records help establish dispatch and delivery. We do not guarantee reimbursement of optional premium postage or insurance chosen without agreement. If the item was damaged, faulty or incorrectly supplied, contact us first. We will assess the issue and explain the appropriate return method and responsibility for reasonable costs in accordance with the circumstances and applicable law.

6. Damaged, faulty or wrong items

Check the parcel and item when they arrive. Report a visible problem as soon as reasonably possible and provide clear photographs of the item, packaging and label when relevant. These records help distinguish a transport problem from an incorrect item or another issue. Do not continue using a carrier with a broken closure, damaged seam or other defect that could affect containment. We may ask for additional details to understand the concern, but will not require you to waive legal rights as a condition of assistance. The available remedy depends on the issue and applicable consumer protections.

7. Inspection and refund timing

After we receive the returned item, we will inspect it and process an approved refund within 10 business days. The inspection checks that the received product corresponds to the order and the condition described in the return request. We will tell you the outcome or explain any issue that needs clarification. Approved refunds go back to the original payment method; they are not automatically replaced by store credit. Your bank or payment provider may need additional time to post the funds after processing. Contact us with the return tracking record if the delivery has been confirmed but the stated processing period has passed.

8. Shipping charges and partial returns

For a change-of-mind return, the original outbound shipping charge is generally not refundable unless we agree otherwise or applicable law requires it. Where a refund is required because an order was not shipped, was incorrect or breached your statutory rights, the remedy follows the relevant facts and legal obligations rather than this general change-of-mind rule. If only part of an order is returned, we identify the amount paid for those items after applicable discounts. Any proposed adjustment will be explained clearly; we do not impose a hidden restocking fee through this policy.

9. Exchanges, order changes and cancellation

If you want another design, contact support to discuss returning the original item and placing a separate order. Availability and pricing may change, so an exchange is not reserved merely by sending an enquiry. To cancel an unshipped order, email promptly with its order number. We can confirm cancellation only if the order can still reasonably be stopped. Once dispatched, a requested cancellation may need to follow the return process after delivery. Do not reject or abandon a parcel without contacting us, because that may make its location and return costs harder to establish.

10. Rights and clear communication

This policy describes our ordinary store process and does not exclude non-waivable rights available where you live. If a policy statement conflicts with a mandatory remedy, that remedy takes priority. For questions, use service@girelto.com and include the order reference, the product concerned and the result you are requesting. Never send your account password, full card number or a payment security code. Our Shipping Policy explains preparation and transport, while the Contact page provides help for product, order and privacy enquiries.