Refund policy

Return Policy

The Gentle Giant Company takes great care in selecting all of its products to ensure your satisfaction. If, for any reason, you decide that your purchase isn't right for you, please return it to us according to the eligibility guidelines below.

Return Time

Returns for eligible items will be accepted within 30 days of delivery.

Late Returns

If you return your items more than 30 days after the delivery date, they are not eligible for a refund.

Return Eligibility

Items must be returned unopened, unused or unworn, unwashed, with tags attached, and in their original packaging. We do not accept returns on final sale items, gift cards, fabric swatches, personalized or custom product orders, or any products specified as non-returnable in their description, unless they are faulty.

To start a return, you can contact us at admin@gentlegiancompany.com. Please note that returns will need to be sent to the provided address. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at admin@gentlegiancompany.com.

Return Costs

Shipping and handling fees are non-refundable and are the responsibility of the customer.

Exchanges

We do not accept exchanges, as items may sell out while the requested exchange is being processed. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase by visiting www.gentlegiantcompany.com for the new item. 

Create a Return

At our company, we prioritize your safety. That’s why we require you to create an account before making any purchases. This ensures that your details are secure and simplifies the return process should you need it in the future.

To return an item, please follow these steps:

1. Sign in to your account
2. Navigate to Account > Orders
3. Select the item you wish to return and complete the return form

When sending back the item, please clearly identify your details on the parcel so we can match it with your return request. You can use any carrier of your choice, but we strongly recommend obtaining a tracking number to monitor your parcel’s journey.

Remember to keep your proof of postage, as we may need to verify it at a later date. Please note that items lost in transit are not eligible for a refund. Additionally, we reserve the right to reduce your refund amount to account for any damage the items may sustain during the return process.

Faulty or Defective Items

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If you have received a faulty or defective item (such as the wrong size, wrong color, broken stitches, open seams, etc.), you are eligible for a full refund, including all shipping and handling costs. Please contact our customer service within 30 days of receiving your order to arrange the refund.

For those who have purchased items made of linen, please note that discoloration and shrinkage are generally not considered defects. For more information on caring for linen products and their features, please refer to our Linen Care Guide.

Receiving a Refund

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 - 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at admin@gentlegiantcompany.com.

Refunds do not include shipping costs, handling charges, or additional taxes, unless the item is faulty. Please note that any duties paid for orders shipped will not be refunded. Furthermore, items that are damaged upon our receipt are not eligible for a refund.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, like custom products (such as special orders or personalized items), merchandise marked as sale/final sale, or any other merchandise marked as non-returnable, unless such item arrives to you in a damaged or faulty state and we cannot accept returns on gift cards.

Please get in touch if you have questions or concerns about your specific item.