Refund policy

Eligibility

To be eligible for a return:

  • The inner product pouch must be unopened with the seal intact.

  • The outer box/shipper may be opened for inspection, as long as the pouch inside remains sealed.

  • Include your order number or proof of purchase.

  • For bundles/multi-packs, all pouches you return must be unopened.

How to start a return

Email info@gaya.earth within 14 days of receiving your order. If your return is approved, we’ll send you a return authorisation with a shipping label or return instructions.

Return address:
GAYA Earth AG
Birmensdorferstrasse 114
8003 Zürich
Switzerland

Items sent back without prior authorisation may not be accepted.

Return shipping: For change-of-mind returns (unopened pouches), the cost of the prepaid return label may be deducted from your refund. If we made a mistake or something arrived damaged, we’ll cover it.

Damages and issues

Please inspect your order on arrival and contact info@gaya.earth immediately if your item is defective, damaged, or if you received the wrong product. We’ll make it right, replacements or refunds for issues on our side are handled even if the outer box was opened.

Exceptions / non-returnable items

  • Opened or unsealed pouches (for hygiene and safety reasons)

  • Gift cards

  • Final sale items (if marked as such)

EU customers (14-day cooling-off)

For orders shipped into the European Union, you have the statutory right to withdraw from your purchase within 14 days of delivery. Note: this right does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed. Our policy above allows returns of unopened pouches within 14 days.

Refunds

We’ll notify you once we’ve received and inspected your return. If approved, a refund will be issued to your original payment method within 10 business days (processing times may vary by bank).
If more than 15 business days have passed since approval, please contact info@gaya.earth.