Home / Refund & replacement

Refund & replacement

Refund and replacement Policy

Thank you for shopping with Girosto. We aim to provide fresh, safe, and quality organic products to every customer.

Please review the following conditions if you need to cancel an order, return a product, request a replacement, or receive a refund.

Order cancellation

You may request cancellation within 1 hour of placing an order, provided that the order has not already been processed or dispatched.

Once an order has been packed or handed over for delivery, cancellation may not be possible.

To cancel an order, contact Girosto customer support and provide your order number and registered phone number.

Return and replacement eligibility

Customers must provide proof of purchase, such as the invoice, order number, or phone number used for the order. You may request a return or replacement if:

  • You receive the wrong product
  • The product arrives damaged or leaking
  • The product is expired at the time of delivery
  • The product has a visible quality problem
  • The quantity does not match your confirmed order
  • The delivered product is significantly different from its description

Time limit for complaints

Complaints regarding fresh, frozen, dairy, poultry, fruit, or other perishable products must be reported within 48 hours of delivery.

Complaints regarding eligible non-perishable products should be submitted within 7 days of delivery.

Please contact us as soon as the issue is noticed. Delayed complaints may not be accepted if the product's condition cannot be verified.

Conditions for returning products

Products damaged through improper handling, storage, or use after delivery may not qualify for a refund or replacement. A product may be eligible for return when:

  • It remains unused or is only opened for inspection
  • The original packaging is available
  • The product label and batch information are readable
  • The item has been stored according to the product instructions
  • Photos or videos of the problem are provided when requested

Non-returnable products

This restriction does not apply when Girosto confirms that the product was damaged, incorrect, expired, or defective at delivery. Returns may not be accepted for:

  • Products purchased by mistake after delivery
  • Opened or used personal care products without a quality issue
  • Perishable products reported after the stated time limit
  • Products damaged because of improper storage
  • Items without sufficient proof of purchase
  • Products purchased under a final-sale or non-returnable offer

Refund and replacement options

Refunds and replacements will be calculated according to the amount actually paid, including any discount or promotional price. After reviewing your complaint, Girosto may offer:

  • Replacement with the same product
  • Replacement with another product of equal value
  • Store credit for a future order
  • Refund of the eligible product price
  • Partial refund for an affected quantity

Refund processing

Refund processing may take 5-7 working days after approval. Processing times may vary depending on the bank, card provider, mobile financial service, or payment gateway.

Original delivery charges may not be refundable unless the return is caused by an incorrect, damaged, expired, or defective product supplied by Girosto. Approved refunds may be returned through:

  • Mobile financial services
  • Bank or card payment channels
  • The original payment method
  • Another mutually agreed method

How to Submit a Request

Girosto may inspect the product or request additional information before approving the claim. To request a return, replacement, or refund, please provide:

  • Customer name
  • Order number
  • Registered phone number
  • Product name and quantity
  • Description of the problem
  • Clear photos or videos, where applicable
  • Preferred resolution

Contact Girosto

Girosto reserves the right to update this policy when business operations, delivery services, or payment procedures change. For refund, return, or replacement support, contact our customer service team.