Refund policy

1. Made-to-order products and right of withdrawal: All GaiaCoords products are made to order via our production partner, Printful. Pursuant to Art. 59 of Directive 2011/83/EU, personalized or custom-made products are excluded from the 14-day right of withdrawal. By placing an order, the customer acknowledges and agrees that the order cannot be cancelled or returned due to a change of mind or an error in the choice of size, color, or model.

2. Order cancellation: Before the order is processed, you may request cancellation directly through your customer account. Once production has begun, cancellation is no longer possible.

3. Legal guarantee of conformity: Regardless of the exclusion of the right of withdrawal, all EU consumers benefit from a legal guarantee of conformity valid for 2 years from delivery, pursuant to Directive 2019/771/UE. The guarantee covers manufacturing defects unrelated to customer choices (defective stitching, non-compliant material, abnormally deteriorated print). In the event of a defect, the consumer is entitled to repair, replacement, price reduction, or contract termination.

4. When we accept replacements or refunds: We accept requests for replacement or refund in the following cases:

Defective product or product not matching the description; Significant printing error (incorrect colors, missing or distorted graphics—excluding minor tonal variations due to screen calibration); Product damaged during shipping; Incorrect item received.

In these cases, physical return of the product is not required. Any return costs, should they exceptionally be necessary, are borne by GaiaCoords.

5. How to report an issue

Within 14 days of delivery: email support@gaiacoords.com with your order number and a photo of the defect. From 14 days up to 2 years after delivery: email support@gaiacoords.com stating the nature of the defect and the delivery date. During the first 12 months, the defect is presumed to have existed prior to delivery; after 12 months, the burden of proof lies with the customer.

We aim to respond within 2 business days.

6. Approved refunds: Refunds are processed within 10 business days of confirmation, using the same payment method used for the purchase.

7. Non-refundable cases: We do not accept returns or issue refunds for:

Size, color, or model incorrectly selected by the customer; Personal preferences or unmet expectations; Slight color variations due to screen settings; Incorrect or incomplete shipping address provided by the customer.

We recommend checking the size guide before completing your purchase.

8. Undelivered or refused shipments: In the event of an incorrect address, uncollected package, or delivery refused without valid reason, reshipping costs are the customer's responsibility. Automatic refunds are not issued for failed deliveries attributable to the customer.

9. Contact: support@gaiacoords.com – Guaranteed response within 2 business days.