Returns & Refunds

At GIAGIO, we are committed to providing our customers with the highest level of satisfaction. If you are not completely satisfied with your purchase, we are happy to help you with returns or exchanges according to the following policy:

1. Return Period

• You have 30 days from the date you receive your product to initiate a return request. We recommend inspecting your items upon delivery to ensure they meet your expectations.

2. Return and Exchange Conditions

a. Product Condition:

•  The item must be in its original, unused condition with all packaging, tags, and labels intact.
•  If your order included any free gifts, they must also be returned with the product.
•  The product must be free from any odors (e.g., perfume, body odor) or stains.

b. Exclusions:

• Promotional and clearance items (such as gifts, sale items, and mystery box items) are not eligible for returns or exchanges.
•  Used, customized, or intimate items (such as underwear and socks) cannot be returned. However, if you contact us within six months after purchase, we will provide a free replacement under our warranty policy.

3. Non-Returnable Items

The following items are not eligible for returns:

• Used or washed items.
•  Promotional or final sale items.
•  Gift cards and customized products.

4. Return and Exchange Process

a. Contact Us:

Please reach out to our Merino Protect Customer Service Team to obtain a Return Authorization Number before proceeding with any return.

b. Return Shipping:

Once you have the authorization number, kindly return the item to the designated return address (please contact customer service for the address). Ensure that the product is returned in its original packaging, with tags and the return authorization number.

Additionally, if you received any promotional gifts (such as wool slippers or vests), they must be returned as well.

c. Shipping Recommendations:

We recommend using a tracked shipping method to ensure the safe return of your product. Once the product has been shipped, please provide us with the tracking number and the carrier information.

Merino Protect will not be responsible for lost items if tracking information is not provided or is incorrect.

5. Return Shipping Costs

 For returned items:

• Return shipping costs are generally the responsibility of the customer unless the item is defective upon opening.
  
• If an item is returned due to a defect discovered after unboxing, we will issue a full refund after inspecting the item, and may offer additional compensation at the discretion of Merino Protect.

6. Exchange and Return Shipping Fees

To avoid sizing issues, we recommend reviewing our size chart before making a purchase. For returns, customers are responsible for the return shipping fees. However, Merino Protect will cover the shipping costs for exchanges.

7. Refund Processing 

• We will process your refund within 7 business days after receiving and inspecting the returned item.
• Refunds will be issued to the original payment method used for the purchase. Please note that the time it takes for the refund to appear in your account may vary depending on your payment service provider.

8. Order Modifications and Cancellations

a. Before Shipment:

You can cancel or modify your order free of charge before it has been shipped.

b. After Shipment:

Once the order has been shipped, we are unable to cancel or modify it. If your order is canceled before shipment, we will issue a full refund to the original payment method and send you a confirmation email.