Refund policy

Return & Refund Policy

Last Updated: 13 April 2026

At Giaby, we want you to be completely satisfied with your purchase. If things don't go as planned, our return process is designed to be as straightforward as possible, in full compliance with Australian Consumer Law.

1. Return Window

You have 30 calendar days from the date you receive your item to request a return.

2. Eligibility Criteria

To be eligible for a return, your item must meet the following conditions:

  • Condition: The item must be unused, unwashed, and in the same condition that you received it.
  • Packaging: It must be in the original packaging with all tags and labels attached.
  • Proof of Purchase: A receipt or proof of purchase is required.

3. Return Process

All returns must be conducted via mail. Follow these steps:

  1. Contact us at info@giaby.com to initiate your return.
  2. Provide your order number and the reason for the return.
  3. Once approved, please ship your item to our return center: Giaby Returns 558 Bourke St, Surry Hills, NSW 2010, Australia
  4. Pack the item securely and send it using a trackable shipping service.

4. Return Shipping Costs

  • Faulty or Incorrect Items: If the product is defective, damaged, or if you received the wrong item, Giaby will cover all return shipping costs. Please contact us immediately with photos of the issue.
  • Change of Mind: If you wish to return an item for any other reason (e.g., size, color, or change of mind), the customer is responsible for paying the return shipping costs. Shipping costs are non-refundable.

5. Restocking Fees

We do not charge any restocking fees for returned items.

6. Refunds

  • Inspection: Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
  • Approval: If approved, your refund will be processed automatically to your original payment method within 7 business days.
  • Late Refunds: If you haven't received a refund yet, first check your bank account again, then contact your credit card company or bank, as it may take some time before your refund is officially posted.

7. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

8. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

  • Gift cards.
  • Personal care goods (e.g., beauty products) if the seal is broken.
  • Note: All items, including sale items, are covered by your statutory rights under Australian Consumer Law if they are faulty or do not match the description.

Contact information

Any questions or just like to talk to us? Please don't hesitate to contact us via:

    Customer Service (Opening Hours):

    • Monday - Friday:  09:00 - 18:00 (GMT)
    • Saturday and Sunday:  10:00 – 16:00 (GMT)