Refund, Return, Resend Policy

Please review the following policies carefully.

All disputes shall be opened on Gitafy.

Gitafy offers a quicker dispute solution and would appreciate it a lot if you provide:

  1. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
  2. Screenshot of the e-mail or dispute received including name, date, and content. In other words, a customer has sent the complaint (through PayPal dispute or other gateway, e-mail, etc.).
  3. The products need to be returned to Gitafy if our dispute team asks for a return in disputes.

Except for the important interpretation, Gitafy will make a refund, resend, or accept the return for any of the following cases:

 1. Orders delayed.

Orders lack tracking information, are in transit, are pending, and expired 60 days after orders departed from the warehouse. The following countries and shipping methods may be different:

  1. For orders shipped to the USA, it will be counted 45 days after orders depart from the warehouse.
  2. For Brazil, it is  110 days from the date that the order departed from the warehouse due to the strict customs clearance in Brazil.
  3. For packet liquid line shipping to all counties, Gitafy will deal with your dispute for delayed orders after 100 days counting from the date that the order departed from the warehouse.
  4. For some special shipping methods, Gitafy cannot deal with your disputes. (See the following important interpretation)


Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery.

Due to such conditions as national realities, phone numbers, and religious beliefs in Israel, packages will be normally delivered to self-pick-up cabinets, which may lead to packages being long overdue. Therefore, it will be much more convenient for clients to contact the local post office or go to the post office for delivery.

Sometimes, local tracking numbers may show a sign for delivery, but the end customer claims that the package has not been received. In such cases, Gitafy will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee that of a positive result.

 2. Orders not received.

Gitafy will not deal with the refund or resend if the tracking information shows the order has been delivered.

  1. If you do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
  2. Tracking information alert. The tracking information shows an alert, the reasons are listed below:
  3. A) incorrect/insufficient address.
  4. B) No such number.
  5. C) Unknown recipient.
  6. D) Refused.
  7. E) Do not pick up in time.
  8. F) No safe delivery location.
  9. G) Un-cleared customs.
  10. H) Others.


  1. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, you need to pick up the package by yourself. Otherwise, the product will be returned to the sender (us), our logistics company. During the return, Gitafy takes no responsibility if products have been lost.
  2. If the logistics company provides a return service to Gitafy, we will put the products in our private inventory and will not refund them when we receive the returned items.
  3. Gitafy cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.

 3. Products damaged.

  1. Gitafy offers a full refund or a replacement if the packages arrived are badly damaged.
  2. Gitafy offers a partial refund or a replacement if packages arrive partially damaged (except thread, slightly wrinkled, small scratches, etc.).


  1. For fragile products, a refund is highly recommended.
  2. For damaged packing boxes, Gitafy cannot offer any refunds or other after-sale services due to the long-distance international delivery.
  3. For ordinary, electronic products, you shall complain or open a dispute to you within 30 days after packages are delivered.
  4. For service products, Gitafy refunds you the cost of the product which is the price in the wholesale market. If you have a Gitafy quality inspection service team. Otherwise, Gitafy will not take any responsibility for them. (See the following important interpretation> service products)

 4. Incorrect or missing products.

Gitafy has a strict quality control process before products are dispatched. Gitafy will deal with incorrect or missing products as follows:

  1. For incorrect products, Gitafy offers a full refund or replacement.
  2. For products with the wrong color, size which doesn't affect product function, etc., Gitafy offers a refund or resend if you provide a screenshot of your client's complaint including name, content, and date.
  3. For parts missing which doesn’t affect product function, Gitafy may refund partially or resend the missing part; for parts missing which affect product function, Gitafy will resend the product only.
  4. For accessories, Gitafy will resend the accessories.


For the size problem, Gitafy would appreciate it a lot if you could measure the product according to the correct measurement method and provide us with a photo of the measurement. Then, our dispute team will deal with your disputes quickly.

5. Orders cancellation.

For order cancellations, Gitafy offers a full refund before products are processed by warehouses.

  1. After payment, pod orders cannot be canceled as it is customized.
  2. After payment, preorder inventory orders cannot be canceled as it is special products and only available for you.
  3. After payment, video and photo orders cannot be canceled as Gitafy has planned and prepared for you after payment.

Important interpretation

1. Deadline of opening dispute.

You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.

2. Force majeure.

Gitafy takes no responsibility for any product damage or shipping delay caused by the act of god, including but not limited: to epidemic situations, international situations, strikes, war, earthquakes, floods, viruses, storms, heavy snow, or customs inspection. However, Gitafy will notify you by Gitafy chat, skype, email, line, WhatsApp, etc.

3. Shipping method limits.

Some shipping methods are not trackable when orders arrive in some countries, states, or cities. Gitafy lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including:

Postnl, electric postnl、packet eub、packet postal route、packet postal, packet railway economy.


When choosing certain shipping methods, the remote addresses will be charged additional costs.

 4. Destination limits.

Due to limited international transportation, Gitafy will not accept any disputes when your orders are shipped to the following countries:

Brunei, cambodia, laos, vietnam, andorra, guernsey, gibraltar, greenland, canary islands, iceland, jersey, liechtenstein, monaco, san marino, vatican, bahrain, kuwait, afghanistan, antigua, anguilla, albania, armenia, angola, argentina, american samoa, aruba, azerbaijan, bosnia and herzegovina, barbados bangladesh, burkina faso, burundi, benin, bermuda, bolivia, bahamas, bhutan, botswana, belarus, belize, democratic republic of the congo, central african republic, congo, cote d'ivoire, cook islands, cameroon, costa rica, cuba, cape verde, djibouti, dominica, dominican republic, algeria, ecuador, eritrea, ethiopia fiji islands, falkland islands, micronesia, faroe islands, gabon, grenada, georgia, french guiana, ghana, gambia, guinea, guadeloupe, equatorial guinea, guatemala, guam, guinea bissau, guyana, honduras, haiti, iraq, iran, jamaica, jordan, kenya, kyrgyzstan, kiribati, comoros, saint kitts, north korea kosovo, cayman islands, kazakhstan, lebanon, saint lucia, sri lanka, liberia, lesotho, libya, morocco, moldova, montenegro, madagascar, marshall islands, republic of north macedonia, mali, myanmar, mongolia, saipan, martinique, mauritania, montserrat, mauritius, maldives, malawi, mozambique, namibia new caledonia, niger, nigeria, nicaragua, nepal, nauru, niue, oman, panama, peru, tahiti, papua new guinea, pakistan, palau, paraguay, qatar, réunion, romania, serbia, rwanda, solomon islands, seychelles, sudan, st. Helena, Sierra Leone, Senegal, Somalia, Suriname, republic of South Sudan Sao Tome and Principe, el Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, saint vincent island, Venezuela, British virgin islands, united states virgin islands, Vanuatu Samoa, Bernal, curacao, saint Eustatius, saint martin, Nevis, Somaliland, saint bulimia, Yemen, Mayotte island, Zambia, and zimbabwe.

5. Return.

Products can be returned to Gitafy only. But we do not suggest returning products to us because the international shipping cost is high and it takes at least 3 months to arrive. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.

Please return products within 30 days after receiving products.

6. Service products.

Service products apply to the following interpretation.

  1. Any disputes arising from products damaged or shipping delays, Gitafy may not refund the product cost.
  2. Any disputes arising from bad quality, Gitafy may not accept as the supplier is not Gitafy.
  3. For service products without gitafy's quality checking inspection team, gitafy may not accept the disputes.

7. Unacceptable disputes.

Gitafy shall not accept any unreasonable disputes, including but not limited to:

  1. The buyer does not like it.
  2. The product description is not real.
  3. Products smell unusual.
  4. The buyer ordered the wrong items or SKU.
  5. The shipping address was provided incorrectly.
  6. Product difference was negotiated in advance.
  7. Tracking information deleted by logistics companies or local post offices.
  8. In some cases, packages are returned/discarded/detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries.