Free shipping for order over $24.99
GAI YI wants you to shop with peace of mind. Because some of our items are intimate apparel, specific hygiene requirements apply to certain products.
Please read our return policy carefully before making a purchase.
Due to hygiene reasons, underwear and intimate lingerie cannot be returned or exchanged once they have been unsealed, worn, washed, used, or removed from their original packaging, unless the item is confirmed to be damaged, defective, or incorrectly sent by GAI YI.
The following situations are not considered quality issues:
● Purchasing the wrong size, color, or style
● Fit, appearance, or personal preference issues
● Change of mind
● No longer needing the item
What to do if you ordered the wrong size, color, or item?
If you purchased the wrong size, color, or item, please contact us before opening the product packaging.
Unopened, unused, and unworn items may be eligible for a return under the following conditions:
● The item remains in its original packaging with all original tags intact.
● You contact us within 30 days of delivery and obtain return approval from GAI YI prior to shipping the item back.
If a return is requested due to the customer purchasing the wrong size, color, or item, the return shipping costs are the responsibility of the customer.
Once underwear or intimate lingerie has been unsealed or removed from its original packaging, return or exchange requests due to non-quality reasons will not be accepted.
Bras, tops with built-in padding, T-shirts, tank tops, and other eligible non-underwear items may be returned within 30 days of delivery, provided the items meet the following conditions:
● Unworn and unused
● Unwashed
● In original condition
● Original tags attached
● Returned in original packaging
If a return is requested due to size, color, fit, personal preference, or change of mind, the return shipping costs will be borne by the customer.
If you receive an item that is damaged, defective, or does not match what you ordered, please contact us as soon as possible.
Please provide:
● Your order number
● A brief description of the issue
● Photos or videos clearly showing the problem
If necessary, we may request additional information to verify the issue. Once the issue is confirmed, we may offer a replacement, refund, or other appropriate solution based on the circumstances.
If we require defective, damaged, or incorrectly sent items to be returned, GAI YI will provide the corresponding return instructions and cover the applicable return shipping costs.
Normal wear and tear, improper care, incorrect washing, accidental damage, customer-induced damage, and fit or personal preference issues do not qualify as product defects.
All returns must be approved by GAI YI before being shipped back.
● Do not ship any items back without contacting us first.
● Items returned directly without prior approval may be refused or ineligible for a refund.
Once your return request is approved, we will provide you with the correct return instructions and return address.
For returns approved by GAI YI, please provide us with the return tracking number after shipping the package.
Tracking information helps us confirm when the package arrives and allows us to process your return promptly. Upon receiving the returned package, we will inspect the items. If the returned merchandise meets our return criteria, we will approve the refund and issue funds back to your original payment method.
Failure to provide tracking information may delay return confirmation and refund processing.
All approved returns must include all original items received in the order, including:
● Original product packaging
● Tags
● Accessories
● Items included inside the package
● Free gifts or promotional items
If your order included a promotional gift, that gift must also be returned. If a return is incomplete, it may not be eligible for a full refund, except as otherwise required by applicable law.
GAI YI will cover applicable return shipping costs if the return reason is confirmed to be:
● Product quality issues
● Items damaged upon arrival
● Incorrect items sent by GAI YI
If the return is due to personal customer reasons (such as purchasing the wrong size, color, or item), the return shipping fee is the customer's responsibility.
Original shipping fees are generally non-refundable unless the return is due to GAI YI's responsibility or as required by applicable law. For returns where the customer covers shipping fees, we recommend using a shipping service with tracking. GAI YI is not responsible for return packages lost in transit before they are actually received by us.
All returned items undergo inspection upon arrival. We may refuse a refund or adjust the refund amount if:
● The item does not meet our return requirements.
● The item has been worn, washed, used, modified, or damaged.
● Original packaging, tags, accessories, or promotional gifts are missing.
● The actual item returned does not match the approved return item.
● The item was returned without prior approval.
Due to hygiene reasons, unsealed or used underwear is not eligible for non-quality-related returns.
After we receive and inspect the approved return, we will notify you of the refund processing status.
If the returned item meets the conditions and passes inspection, the refund will be issued to your original payment method. Please allow approximately 5–10 business days for processing after the refund is approved. Your bank, credit card company, or payment provider may require additional processing time.
Original order shipping fees and other non-refundable charges are typically not refunded unless the return is due to GAI YI's responsibility.
We generally do not offer direct exchanges for preferences regarding size, color, or style.
If you purchased the wrong size, color, or item and it is eligible for a return, please contact us for return approval first, and then place a new order for the item you need. For confirmed damaged, defective, or incorrect items, we may provide a replacement based on the situation.
Purchasing items on sale or using a promotional discount code does not automatically make an item final sale.
However, items explicitly marked as "Final Sale" at the time of purchase are not eligible for returns or exchanges for non-quality reasons. This rule does not affect claims regarding damaged, defective, or incorrect items, nor does it override statutory consumer rights. Underwear and intimate lingerie remain subject to the aforementioned hygiene requirements regardless of whether they were purchased at full price or discounted.
Items sent back without GAI YI's prior approval may be rejected and may not qualify for a refund. Please contact us before shipping any items back.
If you have any questions regarding returns, damaged items, quality issues, or refunds, please reach out to us at:
● Email: info@gaiyishop.com
Please include your order number when inquiring about order-related questions.