Return & Refund Policy

At GiGi Royals, quality, hygiene and customer satisfaction are important to us. We take care in preparing and checking our products before they are shipped.

Due to the nature of skincare, haircare and personal care products, certain hygiene restrictions apply to returns. These restrictions do not affect your statutory consumer rights.

1. Your Right to Withdraw

If you purchase products from our online store as a consumer, you generally have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason.

To exercise this right, please notify GiGi Royals within the 14-day withdrawal period by emailing:

info@gigiroyals.com

Please include your order number and the products you wish to return. You may also use the statutory model withdrawal form.

Once you have notified us of your decision to withdraw, you must return the products within a further 14 days.

You do not need our prior approval to exercise your statutory right of withdrawal. However, contacting us before sending your return helps us process it efficiently.

2. Return Conditions

For hygiene and product safety reasons, we ask that returned products be:

• Unused and, where applicable, unopened
• In their original packaging where reasonably possible
• Complete and carefully packaged for return
• Accompanied by an order number or proof of purchase

Sealed skincare, haircare and personal care products that are unsuitable for return for health protection or hygiene reasons may be excluded from the right of withdrawal if their seal has been broken after delivery.

Opening ordinary packaging does not automatically remove your statutory right of withdrawal.

Where a return is legally permitted, customers may be responsible for any reduction in the product’s value caused by handling beyond what is necessary to establish its nature, characteristics and functioning.

3. How to Return an Item

To arrange your return, contact us at:

info@gigiroyals.com

Return address:

GiGiRoyals.com
Paasheuvelweg 40A
1105 BJ Amsterdam
The Netherlands

Please pack the products securely to prevent damage during return shipping.

We recommend using a trackable shipping service and keeping your proof of postage.

4. Return Shipping Costs

For a standard return under the statutory right of withdrawal, return shipping costs are the responsibility of the customer, provided this information was made available before purchase.

If a product is faulty, damaged, incorrectly supplied or otherwise does not meet the applicable statutory requirements, GiGi Royals will cover reasonable return costs where required by law.

5. Damaged, Defective or Incorrect Items

Please inspect your order upon delivery.

If you receive a damaged, defective or incorrect product, contact us as soon as possible at:

info@gigiroyals.com

Where possible, please report visible delivery damage within 48 hours and provide:

• Your order number
• A description of the issue
• Clear photographs of the product
• Photographs of the packaging, where relevant

The 48-hour reporting request helps us investigate delivery issues efficiently. It does not limit your statutory rights.

We will review the issue and provide an appropriate solution in accordance with applicable consumer law, which may include replacement, repair where appropriate, a price reduction or a refund.

6. Items Excluded From Withdrawal

The statutory right of withdrawal may not apply to certain products, including:

• Sealed goods that are unsuitable for return for health protection or hygiene reasons, where the seal has been broken after delivery
• Products made to the customer’s specifications or clearly personalized
• Other products excluded under applicable consumer legislation

Sale and discounted items are not automatically excluded from the statutory right of withdrawal.

Gift card returns and cancellations will be handled in accordance with the applicable legal rules and the specific conditions of the gift card.

These exclusions do not affect your rights concerning faulty or non-conforming products.

7. Refunds

If you validly withdraw from your purchase, GiGi Royals will refund the applicable amount using the original payment method, unless you expressly agree otherwise.

Refunds will be processed without undue delay and no later than 14 calendar days after we have been informed of your decision to withdraw.

We may withhold the refund until we have received the returned goods or until you have provided evidence of having sent them back, whichever occurs first.

Where you withdraw from the entire order, we will also refund the original standard delivery charges, excluding any additional costs resulting from your choice of a more expensive delivery method.

If you return only part of an order, the original delivery charges generally do not have to be refunded.

Your bank or payment provider may require additional processing time before the refund appears in your account.

For refund questions, please contact:

info@gigiroyals.com

8. Product Use and Safety

GiGi Royals skincare and haircare products are intended for external use unless otherwise stated.

Customers should carefully read ingredient lists, directions for use and product warnings before use.

If you have known allergies, sensitive skin or a medical skin condition, we recommend reviewing the ingredients carefully, performing a patch test where appropriate and seeking advice from a qualified healthcare professional when necessary.

Individual experiences and results may vary depending on factors such as skin type, hair type, product usage and other personal or environmental circumstances.

Products should be used according to the instructions provided and should not be used after their stated expiry date or recommended period after opening.

Nothing in this policy excludes or limits liability that cannot lawfully be excluded, including applicable statutory consumer rights and product liability rights.

9. Undelivered and Returned Packages

Please ensure that your shipping address and contact details are accurate when placing an order.

If a parcel is returned to GiGi Royals because of an incorrect address supplied by the customer, failure to collect the parcel or refusal of delivery, we will contact you to discuss the available options.

Additional shipping costs may apply where legally permitted and where the unsuccessful delivery was caused by circumstances attributable to the customer.

If a parcel is lost or damaged during delivery arranged by GiGi Royals, please contact us so that we can investigate the shipment with the carrier and provide an appropriate solution in accordance with applicable consumer law.

A tracking number or proof of handover to the carrier does not, by itself, remove the seller’s responsibility for delivery.

10. Complaints and Statutory Rights

We aim to handle all return requests and complaints fairly and carefully.

If you experience a problem with a product or order, please contact:

info@gigiroyals.com

We may request reasonable information to investigate your complaint or return request.

GiGi Royals reserves the right to reject requests that do not meet the applicable return conditions, provided that doing so does not conflict with the customer’s statutory rights.

This policy does not affect any mandatory consumer rights under applicable Dutch or European law.