Refund Policy
Effective Date : [TO BE FILLED ON LAUNCH DAY — YYYY-MM-DD] Last updated : [TO BE FILLED ON LAUNCH DAY — YYYY-MM-DD]
This Refund Policy describes when and how UNISHOP LLC ("we", "us", or "GIGI FRANCE") issues refunds for orders placed on gigifrance.com. This policy is incorporated into and forms part of our Terms of Service. All capitalized terms not defined here have the meaning given in the Terms of Service.
1. Summary
| Situation | Refund | Restocking fee | Return shipping |
|---|---|---|---|
| Pre-Order cancellation before shipment | 100% (full) | None | N/A |
| Pre-Order delayed more than 15 days | 100% on request | None | N/A |
| Pre-Order delayed more than 30 days without notice | 100% (unconditional right) | None | N/A |
| In-stock order cancellation before shipment | 100% (full) | None | N/A |
| Defective Product reported within 7 days | 100% (replacement / repair / refund) | None | Paid by us |
| Return of unused Pool or Cover (30-day window) | Product price minus 15% restocking fee | 15% | Paid by Customer |
| Return of unused Ladder (30-day window) | 100% of Product price | None | Paid by Customer |
| Return of used Product | Not eligible (except under Warranty) | — | — |
| Return outside 30-day window | Not eligible (except under Warranty) | — | — |
2. Pre-Order refunds
Because Pre-Orders are charged at the time of order placement, we have implemented strong protections for our Pre-Order Customers, beyond what U.S. consumer law typically requires.
2.1 Free cancellation before shipment
You may cancel any Pre-Order at any time before the Product has shipped and receive a full refund, including any sales tax collected. No restocking fee. No questions. No shipping cost.
To cancel:
- Send an email to contact@gigifrance.com
- Subject line: "Cancel Pre-Order [your order ID]"
- Include the email address used at checkout
We will confirm the cancellation within 2 business days and process the refund within 5–10 business days. The refund will be issued to the original payment method via Stripe.
2.2 Right to cancel if shipment is delayed
If the estimated shipment date displayed at the time of your Order is delayed by more than 15 calendar days:
- We will proactively notify you by email
- You will be offered the option to cancel for a full refund
If the estimated shipment date is delayed by more than 30 calendar days without our notification, you have an unconditional right to cancel and receive a full refund.
These protections are provided in addition to your rights under the FTC Mail, Internet, or Telephone Order Merchandise Rule (16 CFR Part 435), which requires merchants who fail to ship within the time stated to offer the consumer the option to consent to a delay or to cancel for a prompt refund.
2.3 How refunds are processed
All refunds are issued back to the original payment method via Stripe (the same credit card, debit card, or wallet you used at checkout). Processing takes:
- From us : refund initiated within 5 business days of approval
- From your bank / card issuer : the refund posts within 5–10 business days after we initiate it
- Total typical timeline : 7–15 business days from cancellation request to refund visible on your statement
If your refund does not appear on your statement within 15 business days, contact us with your order ID and we will investigate.
3. Returns of in-stock (delivered) Products
For Products that have been delivered to you, the following return rules apply.
3.1 30-day return window
You may return an eligible Product within 30 calendar days of delivery (as confirmed by the carrier's tracking record). After 30 days, returns are not eligible, except under the Manufacturer Warranty (Section 11 of the Terms of Service).
3.2 Condition required
The Product must be:
- Unused : never inflated, never filled with water, never installed
- In original condition : no damage, no signs of wear, no missing components
- In original packaging : box, foam inserts, manuals, hardware bag, accessories — or in equivalent protective packaging if the original was discarded
Products that have been inflated even once, filled with water, or installed are considered "used" and are not eligible for a standard return. If a Product is defective and was inflated only to test, see Section 4 (Defective Products).
3.3 Restocking fee
A restocking fee applies to returns of pools and covers, reflecting the actual cost of inspection, cleaning, repackaging, and re-listing of high-volume items.
| Product | Restocking fee |
|---|---|
| Pool 13ft | 15% |
| Pool 16ft | 15% |
| Pool 19ft | 15% |
| Cover 13ft | 15% |
| Cover 16ft | 15% |
| Cover 19ft | 15% |
| Ladder 59in | None (0%) |
Why is there a restocking fee? Pools and covers weigh in excess of 60 lbs each and are sold as palletized items. A return involves freight handling, full inspection of the drop-stitch material and sealed components, cleaning, repackaging into a new shipping crate, and re-listing. The 15% fee is calibrated to actually cover these costs — it is not a deterrent. The Ladder, by contrast, weighs significantly less and incurs minimal handling cost, so we do not charge a restocking fee on it.
The restocking fee is calculated on the Product price (pre-tax). Sales tax is fully refunded.
3.4 Return shipping cost
The Customer is responsible for return shipping costs for non-defective returns. Two options:
- Self-arranged return shipping : you arrange and pay for the return shipping yourself. Choose a carrier with tracking and insurance; we recommend palletized freight for pools and covers.
- Our discounted label : on request, we can provide a return shipping label at our negotiated rate (substantially lower than retail freight rates). The cost of the label will be deducted from your refund.
Contact contact@gigifrance.com to initiate a return and confirm the return address.
3.5 Refund timing for returns
Once we receive and inspect the returned Product:
- We will inspect within 5 business days of receipt
- If the return is approved, refund (minus restocking fee, return shipping if applicable) is initiated within 5 business days of approval
- The refund posts within 5–10 business days from your bank or card issuer
4. Defective Products
If a Product arrives damaged, defective, or with missing parts, the standard return rules above do not apply. Instead:
- Do not install or use the Product
- Contact us at contact@gigifrance.com within 7 calendar days of delivery
- Include in your email:
- Your order ID
- A clear description of the issue
- Photos of the defect and of the packaging (this helps us identify whether the damage occurred during shipping or during manufacturing)
We will respond within 5 business days with a resolution. Resolutions may include:
- Replacement of the defective component (e.g., new air pump, new sand filter)
- Replacement of the entire Product at our cost
- Repair if feasible
- Full refund including all shipping and tax, with no restocking fee
If we ask for the defective Product to be returned, we pay for return shipping.
4.1 Carrier-damaged shipments
If the outer packaging is visibly damaged on delivery, we recommend (if possible) refusing the delivery and noting the damage with the carrier. If you accept the delivery, take photos of the damaged packaging before opening and contact us immediately. We will work with the carrier insurance and you to resolve the issue.
5. Manufacturer Warranty claims (after 30 days)
For issues that occur after the 30-day return window but within the 2-year Manufacturer Warranty, see Section 11 of the Terms of Service. Warranty claims are not standard refunds; they are governed by the Warranty terms.
6. Non-refundable items
The following are not eligible for return or refund, except where required by applicable law:
- Products that have been installed or used
- Products returned without all original components
- Products returned outside the 30-day window
- Products damaged by misuse, accident, or chemical imbalance
- Custom or specially-ordered Products (none currently sold, but reserved for future SKUs)
7. Refunds initiated by us
In limited situations, we may issue a refund without a Customer request:
- Inability to fulfill : if a Product becomes unavailable after Order placement (supply chain disruption, manufacturer recall, etc.), we will refund the Order in full.
- Pricing error correction : if we identify a material pricing error on the Site, we may cancel the affected Order and issue a full refund before shipment (no Customer is charged for the difference).
- Suspected fraud or address issue : if an Order is flagged for fraud or has an undeliverable address that cannot be corrected, we may cancel and refund.
8. Chargebacks
If you initiate a credit card chargeback without first contacting us, we reserve the right to:
- Provide Stripe with evidence of the transaction, shipment, and your acceptance of these Terms
- Suspend any future Orders pending resolution
We strongly encourage you to contact contact@gigifrance.com first — almost all disputes are resolvable directly and faster than the chargeback process.
9. Contact
For all refund-related questions or requests:
Email : contact@gigifrance.com (subject line: "Refund") Postal mail : UNISHOP LLC, 102 Gold Ave SW #399, Albuquerque, NM 87102, United States
We commit to a first response within 2 business days of receipt.