Refund policy

Last updated: August 17, 2026

Giosha offers a 30-day free return process for eligible unopened products. Submit the return request online; after approval, the return instructions and free prepaid label are added to the request. This process does not remove the eligibility conditions below or refund the original delivery charge unless required by law.

30-day request window

Request a return within 30 days after delivery. The returned product must be unused, unopened, untested, in its original retail packaging, and have every product seal, protective film, accessory, gift, and document intact. Proof of purchase is required.

You may open the outer shipping carton to inspect the delivery. “Opened” in this policy refers to the product’s retail packaging, protective seal, cap, film, or other hygiene closure, or to a product that has been tested or used.

Products that are not eligible for a voluntary return

For hygiene and safety, cosmetics, skincare, hair-care, personal-care, and similar products that are opened, unsealed, tested, or used are not eligible for a change-of-mind return. A product also becomes ineligible if it is returned without required packaging or is damaged after delivery through handling not needed to inspect it.

This voluntary-return rule does not remove rights that cannot be waived under applicable law. A damaged, defective, incomplete, unsafe, or incorrect order is reviewed separately as described below.

Start a return

Open https://account.giosha.com, sign in with the email used at checkout, locate the order, and submit the self-service return request online. Include the item and reason in the request. Email contact@giosha.com can help if the account flow cannot be accessed, but email is not a second return-request path.

For damage, defect, missing contents, or an incorrect item, include clear photos of the shipping box, shipping label, product packaging, product, and visible issue. Keep all packaging and do not discard or continue using the product while the claim is reviewed.

Wait for authorization before shipping anything. If approved, use the return instructions, destination, and free prepaid label provided in the online request. Do not send a product to the company mailing address unless the authorization specifically says to do so. Unauthorized returns can be refused or delayed.

Pack and send the return

Place all approved items from the request in secure outer packaging, remove or cover old carrier labels, attach the supplied label, and deliver the parcel to the carrier named on that label. Include all items listed in the authorization; do not add products from another order without approval. Keep the carrier receipt and tracking number until the refund is complete.

Inspection and refund timing

After carrier-confirmed delivery to the authorized return location, allow up to 5 business days for inspection and refund issuance. If approved, the eligible refund is sent to the original payment method. The bank, card issuer, or payment provider may require additional time to post it.

Giosha does not charge a restocking fee for an approved eligible return. If a return does not meet the eligibility conditions, customer care will explain the decision and the available next step.

Original delivery charges

For a voluntary change-of-mind return, the original delivery charge is not refundable unless applicable law requires otherwise. When an entire eligible EU order is withdrawn under the statutory right described in the EU Right of Withdrawal page, the original standard delivery charge is refunded; any extra amount paid for express service is not. Delivery charges for a damaged, defective, incomplete, or incorrect order are reviewed with the claim.

Discounts and Giosha Wallet

A return can change the number of items in the original order. Item discounts are recalculated according to the completed return, and the refund reflects the remaining order. A cancellation, full return, full refund, or chargeback removes the related Giosha Wallet credit; a partial return adjusts the credit according to the returned net product amount. This does not replace a refund owed to the original payment method.

Exchanges

Giosha does not process direct product exchanges. Request a return for the eligible product and place a new order for the replacement after the return is approved.

Cancellations

Contact customer care as soon as possible. Cancellation is not guaranteed after fulfillment processing begins. If the order has already shipped, the return rules apply after delivery.

EU statutory withdrawal

Eligible EU consumers can have a separate 14-day statutory right of withdrawal. Its notice period, refund timing, standard-delivery refund, handling rules, and sealed hygiene-goods exception are explained at `/pages/eu-right-of-withdrawal`. Mandatory consumer rights take priority if they provide greater protection.