Effective date from April 14, 2021

 

Welcome to GIZELLA Return & Refund Policy

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We kindly advise our valued customers to exercise care and prudence while placing orders or, alternatively, seek our expert guidance before making a purchase. It is important to note that Gizella does not entertain requests for returns and refunds based on the unsuitability of the products purchased. We encourage our customers to thoroughly review our returns policy and seek clarification, if needed, before placing an order to ensure a smooth and satisfactory shopping experience.

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Refund and Returns
All sales are final except for the errors mentioned below. We do not provide refunds for any damaged items caused by the customer. Certain products or services may be available exclusively online through the website. These products or services may be limited in quantity and are subject to return only according to our Return Policy. Gizella accepts no responsibility for loss or damage caused during return transit. 

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Damages and Issues
All orders are carefully cross-checked and reviewed before shipping with photo and video evidence; therefore, some minor damage requests may not be accepted. 

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We take great care in packaging our products to ensure they arrive in good condition and all products undergo careful inspection prior to dispatch. In the unlikely event that your order arrives damaged, please contact us at hello@gizella.com.au within 24 hours of delivery and include photo or video references of the damaged product and packaging - DO NOT DISPOSE OF THE ORIGINAL PACKAGING AND PRODUCT ORDERS. 

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Please inspect your order upon reception, and please take before, during, and after unboxing photographs and videos for solid evidence. To start a return and refund request, you can contact us at hello@gizella.com.au immediately if the item is defective, damaged or if you have received the wrong item so that we can evaluate the issue and make it right.

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Damages or Incorrect Merchandise
We will replace any merchandise that is received in damaged condition or as a result of a packing error. No goods will be accepted, or replacements issued without prior approval issued in writing by Gizella to return such merchandise. We must be notified immediately of defective, damaged or incorrect products within 24 hours of receiving the product delivery. In the box, you will receive a card or sticker to remind you to take photos or videos before, during, and after unboxing. Please contact us at hello@gizella.com.au

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We do not offer refunds, replacements, cancellations or exchanges for change of mind. However, if the item is damaged or faulty caused by delivery, we will initiate a refund after conducting a return and refund investigation. To request a return and refund, please notify us within 24 hours of receiving the product delivery and return the items to us within 5 days of the approval of your return and refund request via email from Gizella. Please ensure that you inspect the items upon return, as we reserve the right to adjust the refund amount based on the return and refund inspection, especially if there are missing products, manuals, accessories, and storage containers. If your return is accepted, we will send you a return shipping label, including instructions on how and where to send your package. If approved, you will be automatically refunded on your original payment method. We do not offer a free returns service. To cover the cost of your return, we will incur $15 or $25 from your refund total, as appropriate prior to us issuing a refund. Please remember it can take time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please get in touch with us at hello@gizella.com.au

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We will process the refund only after receiving the items. We also reserve the right to decline the refund amount if the item is not damaged or faulty, we will send it back to your address and you will be responsible for the shipping fees to have it returned to your address.

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If you have received a damaged or faulty product caused by our delivery, we will raise a dispute with our postal representative and you can request a return and refund by sending us an email. Please make sure to attach photos or videos that clearly show the damaged or faulty item and provide proof of purchase, such as the original receipt and invoice. Once we approve your request, we will supply you with a prepaid return label and instructions. Please return the item with all the contents we delivered to you, including the products, manuals, accessories, and storage container. You can reuse the packaging that our item was delivered in, just make sure to cover the existing address label with the new return label. You will need to re-order the products and make a separate purchase for the new item from the Gizella website once we approved the return and refund request, however, this will depend on stock availability.  

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Items sent back to us without first requesting a return will not be accepted and refunded. We cannot accept items that have not been requested for return and refund in advance without contacting us. We can only accept items that have been requested for return and refund by Gizella. If we receive an item without a confirmed return and refund request, you will be responsible for the shipping fees to have it returned to your address. 
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In addition, please note the following: (i) Products can be returned only in the country in which they were originally purchased; and (ii) the following products are not eligible for return and refund even if they are damaged and faulty:​​

• All Breakable Props

• All Smashable Props

• All Rubber Props

• All SFX & Prosthetics

• All Mixed Makeup

• All Vintage & Thrift

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We have made every effort to display the colours and images of our products as accurately as possible in the online store. However, we cannot guarantee that your computer monitor's display of any colour will be accurate.

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We reserve the right but are not obligated to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer.
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All product descriptions and pricing are subject to change at any time without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.

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We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations or that any errors in the Service will be corrected.

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Late or Missing Refunds
If you haven't received your refund yet, please visit our Gizella website and check the status of your refund. If the status shows that the refund has been processed, but you have still not received the money, please contact us at hello@gizella.com.au.

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Please keep in mind that the refund process may take 5-10 business days to be completed by your bank or credit card company before the money is credited back to your account. Unfortunately, this process is not within our control.

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To ensure that your refund is processed as soon as possible, we recommend checking your bank account first. If you still haven't received the refund, please contact your credit card company and then your bank. Please note that there may be some processing time involved before the refund is officially posted.
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Accuracy Of Billing And Account Information
We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.
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It is important to note that we reserve the right to cancel orders that are intended for delivery to P.O. boxes, hotels, motels, hostels, unknown buildings, and addresses that cannot be verified online, as these addresses may be fake. To avoid any inconvenience, we strongly recommend that you place your order with us at least 2 to 4 weeks prior to your project, production, or deadline. This will allow us ample time to verify the accuracy of the address and ensure that your order is delivered on time. In the event that we cancel your order, we will issue a refund for your payment, and you will need to re-order the products from the Gizella website using a home, apartment, or business address that is not a P.O. boxes, hotel, motel, hostels, unknown buildings or unknown address.

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You agree to provide current, complete, and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address, credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

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For more details, please review our Shipping Policy.

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Right to suspend or cancel a user account
We may permanently or temporarily terminate or suspend your access to the service without notice and liability for any reason, including if, in our sole determination, you violate any provision of these Terms or any applicable law or regulations. You may discontinue use and request to cancel your account and/or any services at any time. Notwithstanding anything to the contrary in the foregoing, with respect to automatically renewed paid services, such services will be discontinued only upon the expiration of the respective period for which you have already made payment.

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Who can use your website, and what are the requirements to create an account?
In order to use our website and/or receive our services, you must be at least 18 years of age or of the legal age of majority in your jurisdiction and possess the legal authority, right and freedom to enter into these Terms as a binding agreement.

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You are not allowed to use this website and/or receive services if doing so is prohibited in your country or under any law or regulation applicable to you.

 

All Sales Are Final
Please take note that we do not allow refunds, replacements, cancellations, or returns on all items, especially sale items and those marked as 'Vintage & Thrift - Final Sale and Non-Returnable'. However, if the product you received is confirmed to have damages or faults, we will replace or refund the price of the product to your original payment method. If approved, you will be automatically refunded on your original payment method. We do not offer a free returns service. To cover the cost of your return, we will incur $15 or $25 from your refund total, as appropriate prior to us issuing a refund. We do not accept damages or faults caused by customer.

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We would like to point out that we will not offer any refund or return if you, as a customer, damage the product, misuse it, fail to use it according to instructions or in an abnormal way, or fail to take reasonable care. We will investigate and inspect the product itself, and we reserve the right to adjust the refund amount if the product returned does not constitute a defect in our reasonable opinion. We also reserve the right to refuse refund and return. We will send it back to your address, and you will need to pay for the shipping fees.​

 

Exchanges and Cancellations
We do not provide options for exchanges and cancellations. 

 

Gifts
If you need to return an item that was purchased by a gift-giver and it was damaged or faulty, and they had the order shipped to their address or to your home address with the intention of giving it to you as a gift, please note that we can only process the refund to the gift-giver. Therefore, they will be informed of your return.

 

Shipping Returns
If you wish to request a return or refund, kindly send us an email at hello@gizella.com.au. Please note that you should not send the purchased item back to our address without our approval. You will be responsible for covering the shipping costs for returning the item without approval, and shipping costs are non-refundable.

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Phone and Email Orders
We are unable to accept orders through phone or email. However, we are always available to assist you by email and provide you with links to our products so that you can order them online.

 

Instore Orders
We do not currently offer in-store orders, but we plan to provide this service in the future. We do however offer pick-up for limited products only.

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C.O.D Returns
We do not provide the option of Cash On Delivery and Cash On Delivery returns.

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Return and Refunds Policy: Rent or Hire
A non-refundable deposit of 50% is required to secure your booking and is automatically included when you place your order online. This deposit allows us to allocate the necessary resources and time to create products for you. 

Cancellations and Refunds
All cancellations and refund requests must be submitted in writing. Please send us an email at hello@gizella.com.au

 

Requests for cancellations and refunds made without prior contact will be automatically declined. 

Cancellations and refunds requested more than 30 days before the booking date and delivery will incur a partial refund of 50% of all payments made, excluding the non-refundable deposit. All hired items must be returned in good working condition, including boxes and packaging, at the end of the Rental or Hire Period, on the day of cancellation, or immediately.

Cancellations and refund requests made 10 days before the booking date and delivery are non-refundable, excluding the non-refundable deposit. All hired items must be returned in good working condition, including boxes and packaging, at the end of the Rental or Hire Period, on the day of cancellation, or immediately.

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Prop Hire
At Gizella, we provide standard rental periods of 5 hours or 10 hours for in-person setups, and 2 days or 5 days for online delivery with return by mail. If you wish to extend your rental period, please do not make a new booking. Instead, please contact us immediately at hello@gizella.com.au.

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How to Request a Refund
If you would like to request a refund or have questions about our refund policy, please feel free to contact us at hello@gizella.com.au

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All cancellations and refund requests must be submitted in writing. Please send us an email with your booking details and a brief description of your request so that we can assist you promptly.

Return and Refund Request
All cancellations must be made in writing via email as soon as possible. A partial refund of 50% is applicable if the rental or hire is cancelled 30 days or more prior to the booked date, excluding the non-refundable deposit. Cancellations made 10 days prior to the booked rent or hire date are non-refundable, and a 100% cancellation fee applies, excluding the non-refundable deposit. You must return all hired items in good working condition at the end of the Rental or Hire Period or immediately.

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All hired items must be returned clean and undamaged. Any damages or loss will incur additional charges. This must be paid during the rental or hire period and on the day of returning items via EFTPOS or online.

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The Customer shall provide written notice to us if they request any extension or termination of the hire items. No refunds will be issued for early returns on extended hires. Please follow our return conditions to ensure all hired items are returned in good working condition at the end of the Rental or Hire Period. If returned damaged, beyond normal wear and tear, replacement fees will apply.

Important Notice
A non-refundable deposit of 50% is required to secure your booking. Before we confirm your order and arrange for delivery, you need to provide a copy of your Photo ID or Passport via email to hello@gizella.com.au

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This document must match the details in your order for both in-person and online delivery. It must include your full name, current address, driver's license number, email address, and phone number. Please send these details immediately, and you will receive a confirmation email in response. You will need to bring your Photo ID or Passport with you when collecting hired items in person or when they are delivered.

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Please remember to:

1. Read the terms and conditions carefully before booking to ensure you understand the specific policies at Gizella. 

2. Contact Gizella at hello@gizella.com.au if you need to cancel or extend your rental or hire order.

3. Ensure that hired items are returned in the same condition they were received. This will help you avoid additional charges for any damage or loss that may occur. 

4. Assign a crew member or designate a person to take care of and safely store the hired items to prevent damage or loss. All hired items must be returned clean and undamaged. 

5. If the hired item is delivered online, please follow the instructions in the booklet and store it in a safe place before returning it.

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Depending on the product and booking details, we offer two options:

online delivery and return by mail or

in-person delivery, setup, and pickup.

 

Please do not discard the box and packaging, whether it was delivered to you or set up in person at your location. All boxes and packaging must be returned.

 

You will be provided with a return label to return the hired items on the end date of the Rental or Hire Period. It must be returned on the end date of the Rental or Hire Period at the Post Office, or picked up at a specified location, or returned at a specified location before 5 pm, preferably not the next day.

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You are responsible for ensuring our products are suitable for your needs and purposes. Gizella reserves the right to assess the delivery site and determine whether the hired items can be left at that location to avoid any loss or damage. Any damages and loss must be paid during the rental or hire period and on the day the hired items are returned, using EFTPOS or online payment methods. In the event of loss, an investigation will be conducted. There will be no refunds. If hired items are lost, additional charges will be incurred, and the pay amount will depend on the lost items. Payment for the additional charges of loss or damage will be made via EFTPOS or online. If this is not done, it will be reported, and the Customer will be banned and their account will be deleted.

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Last update: April 24, 2025

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