Refund policy

Return & Refund Policy

BORDER-GARA is a personal shopping service. Some items are sourced from partner shops after the customer places an order and any required confirmations are completed. Because of this sourcing model and the nature of international luxury goods transactions, returns and refunds are handled under the rules below.

Before shipment

If you request cancellation before procurement has started, we will review the request and may be able to cancel the order. If payment has already been captured, payment processing fees, currency conversion fees, or other actual non-refundable costs may be deducted from the refund amount to the extent permitted by applicable law.

If procurement has already started, cancellation is not guaranteed. If accepted, actual non-refundable costs may be deducted from the refund amount. These may include payment processing fees, currency conversion fees, procurement-related costs, partner shop cancellation costs, administrative costs, and other actual costs already incurred.

After shipment

After shipment, returns, refunds, or cancellations for customer convenience are not accepted unless required by applicable law.

This includes, but is not limited to, customs duties, import taxes, carrier fees, delivery refusal, missed delivery, redelivery issues, business address problems, hotel or mailroom issues, forwarding service issues, storage fees, return shipping, or failure to receive carrier/customs notices.

Exceptions

If you receive the wrong item, a materially defective item, or an item damaged in transit, contact us promptly with your order number, photos, packaging photos, and delivery details. We will review the issue and provide a remedy where required by applicable law or where we determine that a remedy is appropriate.

Refund method and timing

Approved refunds are issued to the original payment method whenever possible. Refund timing depends on the payment provider, card issuer, currency conversion process, and banking system. BORDER-GARA cannot control the exact date on which the refund appears in your account.

Chargebacks and payment disputes

If you open a chargeback, bank dispute, or payment dispute while a refund is pending, the payment provider or card issuer may delay, suspend, or block the normal refund process. Any actual non-refundable costs caused by the dispute or already incurred may be deducted from any refund or settlement amount to the extent permitted by applicable law.