Returns, Refunds & Exchange Policy

At GAYA, we are committed to providing quality products and a seamless shopping experience. Please review our policy before placing an order.

1. Order Cancellation

• Orders may be cancelled only before dispatch.

• Once shipped, cancellation requests cannot ordinarily be accepted.

2. Damaged, Defective or Incorrect Products

• Please report any damaged, defective or incorrect product as soon as possible, preferably within 24 hours of delivery, with supporting photographs or videos.

• All claims are subject to verification and quality inspection.

• Eligible claims will be resolved through repair, replacement or refund, as appropriate.

• Approved monetary refunds will be processed to the original payment method within 7–10 business days.

• No return shipping charges apply to verified issues attributable to GAYA.

3. Exchange Policy

• Exchange requests must be submitted within 24 hours of delivery.

• A ₹500 reverse pickup and re-shipping charge applies to approved customer-requested exchanges.

• Products must be unused, with original tags and packaging intact.

• Footwear is eligible for a one-time size exchange, subject to availability.

• Handbag exchanges are subject to GAYA's approval.

4. Return Policy

• Return requests must be submitted within 24 hours of delivery.

• Returns for change of mind or personal preference are not accepted.

• Approved discretionary returns incur a ₹250 reverse logistics and handling charge.

• Approved discretionary returns will be issued as GAYA store credit, valid for 12 months.

• Store credit will be issued within 1–3 business days after successful quality inspection.

• Products must be unused, with original tags, accessories and packaging intact.

• FLASH SALE products are not eligible for discretionary returns.

• Returns are subject to eligibility, verification and approval by the GAYA team

5. Jewelry

• Jewelry is non-returnable and non-exchangeable for change-of-mind or personal-preference reasons.

• Exceptions apply to damaged, defective or incorrect products. 

6. 3 months Limited Warranty

• GAYA offers a 3 months limited warranty on bags and footwear against eligible manufacturing defects.

• The warranty covers verified manufacturing defects in zippers, buckles, hardware, stitching and fittings.

• Normal wear and tear, accidental damage, misuse and improper handling are excluded.

• Approved warranty claims may be resolved through repair or replacement, as appropriate.

7. General Conditions

• All discretionary returns and exchanges require prior approval and successful quality inspection.

• Reverse pickup is subject to courier serviceability; self-shipping may be required in certain locations.

• GAYA reserves the right to reject discretionary requests that do not meet the stated conditions.

• The 24-hour discretionary request window does not limit statutory rights or remedies for defective, incorrect or materially misdescribed products.

8. Contact Us

For assistance, contact:

Email: hello@shopgaya.com
WhatsApp: +971 56 137 2466

Please share your order number and relevant photographs or videos when raising a request.