Return & Refund Policy

At Girvena, we want customers to understand their options if an item is not suitable or a problem occurs with an order. This policy describes our voluntary return process and how refunds, exchanges, and cancellation requests are handled. It does not limit any mandatory consumer rights that apply to your purchase.

1. Return Request Period

You may request a return within 30 calendar days after delivery. To start the process, contact service@girvena.com and include your order number, the item concerned, and the reason for the request. We will review the request and explain the applicable steps before you send anything back.

2. Condition and Eligibility

For a voluntary change-of-mind return, an item should generally be unused, in its original condition, and returned with the original packaging and supplied accessories where reasonably applicable. We may ask for proof of purchase or photographs to help identify the item and assess its condition. Certain products may be excluded from change-of-mind returns where law permits and the relevant limitation has been disclosed to the customer. These conditions do not restrict statutory remedies for goods that are defective, unsafe, damaged, or not as described.

3. How to Start a Return

Contact us by email within the applicable request period. Include the order number, product name, a brief explanation, and any photographs relevant to the issue. Our support team will review the request and, if a physical return is appropriate, provide instructions and an authorized return destination. Package the item securely and keep any return tracking details or proof of posting. Do not send a return to an address that our team has not authorized.

4. Return Shipping Responsibility

For an eligible voluntary return because of a change of mind, the customer normally pays return shipping unless applicable law requires otherwise or we agree to cover it. If you receive an item that is defective, damaged, or different from the item ordered, we will cover appropriate reasonable return shipping costs or provide another legally compliant solution. We will explain any necessary return arrangements before shipment.

5. Inspection and Approval

After a returned item is received, we may inspect it to check its identity, condition, and the reason for return. We will communicate the outcome and the available refund, replacement, or other remedy. If a voluntary return does not qualify under this policy, we will explain the reason while preserving any rights provided by applicable law.

6. Refund Method and Processing Time

Once a refund is approved, we will initiate it to the original payment method within 10 business days after approval, unless a shorter deadline is required by law. The payment provider or bank may take additional time to make the funds available to you. Initiating a refund is different from the funds appearing in your account. If the original method is unavailable, we will discuss a lawful alternative.

7. Restocking Fees

We do not charge restocking fees for returns covered by this policy. Any legally permitted deduction would be explained where required and would not override a mandatory entitlement to a full refund.

8. Damaged, Incorrect, or Defective Items

If an item arrives damaged, is defective, or does not match your order, please notify us promptly with your order number and a description of what happened. Photographs of the product and packaging can help us investigate. We will assess the issue and offer an appropriate remedy, such as a replacement, repair, refund, or another solution, according to applicable law. Statutory rights relating to faulty or misdescribed goods do not expire merely because the voluntary return request period has ended.

9. Exchanges

If you would like an exchange, contact customer support. Exchange options depend on item availability and practical shipping arrangements. When an exchange cannot be arranged, we will explain any other eligible refund or return options.

10. Canceling an Order

To request cancellation, contact service@girvena.com before the order is dispatched if possible. We will attempt to accommodate the request, but cancellation may not be feasible after fulfillment begins or the parcel has shipped. Applicable statutory cancellation rights remain unaffected.

11. Authorized Return Destination

Our support team will identify the appropriate destination for an approved physical return. Our registered company address must not be assumed to be a return-receiving warehouse. Sending an item without authorization may delay identification and processing of your return.

12. Customer Support and Company Information

Support Email: service@girvena.com

Contact Phone: +86 13754289451

Operating Company: Jilin Shunshi Trading Co., Ltd.

Company Address: Room 1415, Unit 1, Building 1, Jiyu Building, Jiefang Avenue, Nanguan District, Changchun