Refund Policy of Gap Factory

At Gap Factory, we want you to be fully satisfied with your purchase. This Refund Policy outlines the terms and conditions for requesting and processing refunds for products bought through our website (the “Site”). By placing an order with us, you agree to comply with the rules set forth below. For details on returning products (a prerequisite for most refunds), please refer to our Returns Policy (or relevant section in Terms of Purchase); this policy focuses solely on refund-related processes.

1. Eligibility for Refunds

To qualify for a refund, your return must meet the following criteria:

  • Return Window: The product(s) must be returned within 60 days from the date of delivery (as confirmed by your shipping carrier’s delivery confirmation).
  • Product Condition: The product(s) must be unused, unwashed, undamaged, and in their original condition—including intact tags, packaging, and any attached accessories (e.g., belts, buttons, care labels).
  • Proof of Purchase: You must provide a valid proof of purchase, such as your order number (found in your Order Confirmation email) or a copy of your receipt.
  • Exceptions: Customized, personalized, or final-sale products are not eligible for refunds unless they are defective, damaged, or incorrect (see Section 4 for details on these cases).

2. Refund Process

Follow these steps to request a refund:

  1. Initiate the Return: First, start a return request by contacting our customer service team at [email protected] with your order number, the name of the product(s) you wish to return, and the reason for the refund. We will respond with a unique Return Authorization (RA) number and instructions for shipping the product(s) back to us.
  2. Ship the Product(s): Package the eligible product(s) securely, include the RA number on the outer packaging (to ensure proper tracking), and ship them to the address provided in our response. You are responsible for ensuring the product(s) are shipped within the 60-day return window and arrive at our facility in eligible condition.
  3. Return Inspection: Once we receive your returned product(s), our team will inspect them to verify they meet the eligibility criteria (Section 1). We will notify you via email if the product(s) are rejected for a refund (e.g., due to damage or incomplete packaging).
  4. Refund Approval & Processing: If the inspection is successful, we will approve your refund and begin processing it within 5-10 business days of approval. You will receive a confirmation email once the refund has been initiated.

3. Refund Method & Currency

  • Refund to Original Payment Method: All refunds will be issued to the original payment method used for the purchase (e.g., credit card, debit card, or digital wallet). This ensures security and aligns with financial regulations for transaction tracking.
  • Currency: Refunds will be processed in United States Dollars (USD)—the same currency used for your original purchase. Exchange rates (if applicable for international purchases) will be determined by your payment provider at the time the refund is processed, and we are not responsible for any fluctuations in exchange rates that may affect the final amount received in your local currency.
  • Processing Time by Providers: While we process refunds within 5-10 business days, the time it takes for the funds to appear in your account depends on your payment provider’s processing timeline. Most credit card issuers take 3-7 business days to post refunds, but some may take up to 14 business days. If you do not see the refund after this period, contact your payment provider directly for assistance.

4. Special Cases: Defective, Damaged, or Incorrect Products

If you receive a product that is:

  • Defective: Has a manufacturing flaw (e.g., broken zipper, faulty stitching) that affects its use;
  • Damaged: Was damaged during shipping (e.g., torn fabric, crushed packaging);
  • Incorrect: Not the product you ordered (e.g., wrong size, wrong color, or wrong style);

You qualify for a full refund (including any applicable return shipping costs) or a replacement (if the product is in stock). To claim this:

  1. Contact us at [email protected] within 7 days of delivery (to ensure timely resolution).
  2. Provide your order number, clear photos of the defect/damage/incorrect item (including the product tag and packaging), and a brief description of the issue.
  3. We will either:
  • Arrange for a pre-paid shipping label for you to return the item (we cover all shipping costs), or
  • Send a replacement item directly (if available) without requiring a return.
  1. Once we confirm the issue, we will process your refund within 5-10 business days (or ship the replacement within 1-3 business days, per our standard shipping timeline).

5. Non-Refundable Items & Exceptions

The following are not eligible for refunds, unless the item is defective, damaged, or incorrect (per Section 4):

  • Customized or personalized products (e.g., items with monograms or custom prints);
  • Products that have been used, washed, or altered (e.g., cut tags, modified hems);
  • Gift cards (Gap Factory gift cards are non-refundable, non-transferable, and do not expire—see our Gift Card Policy for details);
  • Shipping costs (except for defective/damaged/incorrect items, as noted in Section 4). Please note: We offer global free shipping on all orders, so no shipping fees are charged to begin with—this exception applies only if future shipping policies change.

6. Cancelled Orders & Refunds

If you cancel an order before it is shipped (we process most orders within 1-3 business days), we will issue a full refund to your original payment method within 5-10 business days of cancellation. To cancel an order, contact us at [email protected] immediately with your order number—we cannot cancel orders that have already been shipped (you will need to follow the standard return and refund process instead).

7. Contact Us for Refund Inquiries

If you have questions about the status of your refund, need help initiating a refund request, or disagree with a refund decision, please reach out to our customer service team at:

We aim to respond to all refund inquiries within 24-48 business hours and resolve issues as quickly as possible to ensure your satisfaction.

8. Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes in business practices, regulations, or customer feedback. When we make changes, we will update the “Last Updated” date at the top of this policy and post the revised version on our Site. Your continued use of our Site and services after the update constitutes your acceptance of the new terms. We recommend reviewing this policy periodically to stay informed.