Refund policy

Last updated: [April, 12, 2026]

We want every Gioude purchase to meet your expectations. Please read this policy carefully.

Depending on your country of residence, you may have statutory consumer rights that exist independently of this policy and that we cannot restrict. Where those rights are stronger than what this policy provides, they take precedence. Nothing in this policy limits or excludes any right you have under the mandatory law of your country.

Standard Return Window

30 days from the date of confirmed delivery to submit a return request.

Standard Eligibility Conditions

To qualify for a return, your item must satisfy all of the following at the time we receive it:

Unused and unopened

In its original packaging with all inserts, labels, and protective materials intact

Return request submitted within 30 days of confirmed delivery

Hygiene Policy on Opened Items

Gioude products (gua sha stones, jade rollers, and similar tools) are personal care items intended for direct skin contact. Where products are supplied in sealed packaging and the seal has been broken after delivery, the item may not be eligible for return on health and hygiene protection grounds, to the extent permitted by applicable law.

This exception does not override any statutory withdrawal or return rights you hold under the laws of your country. See jurisdiction-specific sections below.

EU & EEA Consumers — 14-Day Statutory Withdrawal Right

If you are in the European Union or European Economic Area, you have the right to withdraw from your purchase within 14 days of receiving your order without giving any reason, under EU Directive 2011/83/EU and your national transposition of that Directive.

To exercise this right: Contact us at gioudecenter@gmail.com within 14 days of delivery with your order number and a statement of your intention to withdraw.

Return shipping: The cost of returning the item is your responsibility unless the product is faulty or we made an error.

Refund: We will refund the product price plus the standard outbound shipping cost (not any premium shipping supplement) within 14 days of receiving the returned item or proof of posting, whichever is earlier.

Hygiene exception: Under Art. 16(e) of EU Directive 2011/83/EU, the withdrawal right does not apply to goods supplied in sealed packaging that are not suitable for return due to health protection or hygiene reasons, once the seal has been broken after delivery. You will be informed at the point of purchase where this applies.

Diminished value: If the item is returned in a condition reflecting handling beyond what is necessary to assess its nature and characteristics, we may deduct an amount for diminished value from the refund.

UK Consumers — 14-Day Cancellation Right

If you are in the United Kingdom, you have the right to cancel your order within 14 days of delivery under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The same terms as the EU section above apply.

You also have statutory rights under the Consumer Rights Act 2015 if goods are faulty, misdescribed, or not fit for purpose. These rights are entirely unaffected by this policy.

Australian Consumers — Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL), Schedule 2 of the Competition and Consumer Act 2010, including that goods are of acceptable quality, fit for their disclosed purpose, and match their description.

For a major failure: You are entitled to choose a refund or replacement.

For a minor failure: We are entitled to repair, replace, or refund.

No timeframe or condition in this policy limits your ACL rights. You may also contact the ACCC (accc.gov.au) or your state fair trading office.

New Zealand Consumers — Consumer Guarantees Act

If you are in New Zealand, similar guarantees apply under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. These statutory guarantees cannot be excluded by contract in consumer transactions.

Canadian Consumers

Canadian consumers have rights under federal and provincial consumer protection legislation, including (but not limited to) the Ontario Consumer Protection Act, the British Columbia Business Practices and Consumer Protection Act, and equivalent laws in other provinces. This policy does not limit those rights.

Israeli Consumers

If you are in Israel, you have rights under the Consumer Protection Law (1981), including the right to cancel a transaction within 14 days of receipt (or 14 days from receiving the transaction document, whichever is later), subject to applicable conditions and cancellation fees.

South Korean Consumers

If you are in South Korea, you have rights under the Act on the Consumer Protection in Electronic Commerce, including a 7-day withdrawal right from the date of receipt of goods, subject to applicable conditions. Where goods cannot be returned due to hygiene reasons and this was clearly communicated, the withdrawal right may not apply.

Japanese Consumers

If you are in Japan, you have rights under the Act on Specified Commercial Transactions and the Consumer Contract Act that apply to distance sales. Where mandatory consumer protections apply, they take precedence over this policy.

Indian Consumers

If you are in India, you have rights under the Consumer Protection Act, 2019. Where those rights apply mandatorily, they take precedence over this policy.

UAE Consumers

If you are in the United Arab Emirates, Federal consumer protection law applies to your purchase. Mandatory statutory rights are not overridden by this policy.

South African Consumers

If you are in South Africa, you have rights under the Consumer Protection Act 68 of 2008, including the right to return goods that are unsafe, defective, or not fit for purpose.

Brazilian Consumers

If you are in Brazil (including where you are purchasing from Brazil), you have rights under the Código de Defesa do Consumidor (CDC), including a 7-day cooling-off right for purchases made outside a physical establishment (Art. 49, CDC). These rights take precedence over this policy.

How to Request a Return

Email gioudecenter@gmail.com with your order number, reason for return, and photographs of the item in its current condition.

We will respond within 2–5 business days.

If approved, you will receive written instructions including the return address.

Do not return any item without written approval. Unauthorized returns will not be accepted and no refund will be issued.

Return Shipping Costs

Unless the return arises from a product fault, damage, or our error, return shipping costs are the customer's responsibility. We recommend tracked shipping, as we are not liable for items lost in return transit.

Refund Processing

Once the return is received and inspected:

Full refund — item in eligible condition (unused, unopened, original packaging)

Partial refund — minor undisclosed issues identified on inspection

Refund denied — item does not meet eligibility conditions

Approved refunds are processed to your original payment method within 5–10 business days.

Damaged or Defective Items

Contact us at gioudecenter@gmail.com within 7 days of delivery with your order number and clear photographs of the damage. If confirmed, we will arrange a replacement or full refund at no cost to you.

Lost Packages

Contact us if your order does not arrive within the estimated window. We will open a carrier investigation. If confirmed lost, we will offer a replacement or refund within approximately 10 business days of opening the investigation.

Refused Deliveries

Orders refused at delivery without prior written authorization from Gioude are non-refundable under our standard policy, subject to any mandatory statutory rights applicable in your jurisdiction.

Duties, Taxes & Customs Fees

Import duties, VAT, GST, and equivalent charges are non-refundable as they are collected by government authorities and are outside our control.

Contact

gioudecenter@gmail.com — Response time: 1–3 business days.