Returns &
Buyer Protection

What Buyer Protection Covers

A purchase may qualify for a return or refund if:

• The buyer receives the wrong item.
• An item is missing from the order.
• The item has significant damage that was not disclosed in the listing.
• The item is materially different from its listing description or photographs.
• The seller provided materially inaccurate garment measurements.
• A branded item is determined not to be authentic.
• The shipment is lost in transit.
• The item is damaged while in transit.

Normal signs of wear that were disclosed or reasonably visible in the listing are not considered undisclosed damage.

What Is Not Covered

Returns and refunds are not available for:

• An item that does not fit when the listing’s size and measurements were accurate.
• A change of mind or personal preference.
• A buyer deciding that the item is not suitable for a performance, song, choreography, studio, or event.
• Minor color differences caused by lighting, photography, or screen settings.
• Normal wear, alterations, missing embellishments, or other conditions clearly disclosed in the listing.
• Delivery delays when tracking still shows the shipment in transit.
• An item that has been worn, washed, altered, damaged, rehearsed in, or performed in after delivery.
• A transaction completed outside the Ginge platform.

Filing a Claim

Buyers must open a Buyer Protection claim through their Ginge order within 72 hours of tracked delivery.

The claim should include:

• A clear description of the problem.
• Photographs of the entire item.
• Close-up photographs of the issue.
• Photographs of the exterior and interior packaging.
• A photograph showing the shipping label.
• Any other information reasonably requested by Ginge.

The buyer must keep the item and all original packaging while the claim is reviewed. The item may not be worn, washed, altered, repaired, rehearsed in, performed in, or sent elsewhere.

Contacting a seller directly does not open a Buyer Protection claim.

Claim Review

Ginge will review the listing, photographs, order records, tracking information, seller disclosures, and evidence submitted by both parties.

Ginge may request additional photographs, measurements, documentation, or information. Failure to provide requested information may affect claim eligibility.

If no claim is opened within 72 hours of tracked delivery, the order will be considered accepted and the sale will become final.

Approved Returns

If a return is approved:

• Ginge will provide a prepaid return shipping label.
• The buyer must use the Ginge-provided label.
• The package must receive its first carrier scan within five calendar days of approval.
• The item must be returned in the same condition in which it was received.
• The buyer must include all pieces, accessories, and packaging included with the order.

A return sent independently, sent after the deadline, or returned in a changed condition may be denied.

Once the return is received and verified, Ginge will issue the approved refund to the buyer’s original payment method. Refund timing after issuance depends on the buyer’s bank or payment provider.

If a returned item is damaged, altered, incomplete, or otherwise different from the condition in which it was delivered, the seller may report the issue to Ginge for review.

Lost or Damaged Shipments

Buyers and sellers must use the shipping label provided through Ginge to remain eligible for shipping protection.

For a lost or transit-damaged package, Ginge may coordinate a claim with the carrier or shipping-protection provider. Buyers and sellers must provide requested photographs, proof of value, packaging evidence, tracking information, or other documentation needed to process the claim.

Shipping protection applies only to eligible loss or damage occurring while the package is in the carrier’s custody. It does not cover fit, buyer preference, inaccurate listings, authenticity disputes, or ordinary return requests.

Cancellations

An order may be cancelled before shipment only when cancellation is permitted through the Ginge order page. Once a package has received its first carrier scan, it cannot be cancelled.

A seller’s failure to ship within the required timeframe may result in cancellation and a refund to the buyer.

Off-Platform Transactions

Buyer Protection applies only to purchases and shipping completed through Ginge. Payments, shipping arrangements, returns, or exchanges conducted outside Ginge are not covered.

Policy Abuse

Ginge may deny claims or restrict accounts when it identifies altered evidence, false statements, return substitution, chargeback abuse, collusion, or other fraudulent activity.

Your Legal Rights

Nothing in this policy limits any consumer right that cannot legally be waived. Ginge may update this policy periodically, but the policy in effect when an order was placed will govern that purchase.

Questions about an order may be sent to support@gingestudio.com. Please include your order number and do not send payment information by email.