Last Updated: September 2, 2025

Thank you for pre-ordering the Gaia Galaxy Phone (the “Product”) through SAYSHELL LTD (“SAYSHELL”). SAYSHELL places the highest priority on customer satisfaction, and this Global Return & Refund Policy (this “Policy”) is established to clearly outline your rights and responsibilities regarding the return, exchange, and refund of the Product. This Policy applies to the purchase of the Product through SAYSHELL’s official site located at OMC Chambers, Wickhams Cay 1, Road Town, Tortola BVI  VG1110. (the “Official Site’) and will apply regardless of your country of residence. This Policy is incorporated by reference into the Gaia Phone Terms and Conditions between you and SAYSHELL located at OMC Chambers, Wickhams Cay 1, Road Town, Tortola BVI  VG1110 (the “Terms”).

This Policy is governed by the laws of the British Virgin Islands. 

1. Conditions for Return Eligibility

You may request a return and refund only prior to the final balance payment. Once the final balance payment is completed — including token linkage or settlement with distributors — no refunds will be granted except in the following limited cases:   

• Defective or non-conforming products due to manufacturing issues
  
• Regulatory restrictions that prevent lawful delivery or usage
  
• Undeliverable regions where fulfillment is not possible

No refunds will be granted for change-of-mind or non-defective returns.                    

SAYSHELL reserves the right to reject any return request that does not fully satisfy the above conditions.

2. Items Not Eligible for Return

Returns will not be accepted in the following cases:

• The Product was purchased through a third party or reseller, not through the Official Site or an otherwise official sales channel.
  
• The Product was customized or engraved (unless defective).
  
• Digital assets (including NFTs) have already been claimed.
  
• The Product was part of a bundle that included non-returnable components.
  
• The serial or IMEI numbers on the Product have been removed or altered.
  
• The Product has been damaged by unauthorized modification, misuse, accident or repair.
• The Product has been lost or damaged due to reasons attributable to the customer. Such damage includes scratches, dents and cracks in the Product. However, damage to packaging solely for the purpose of checking the contents is excluded.  
• The value of the Product has significantly decreased due to customer use.
• The value of the Product has significantly diminished over time, making it unsuitable for sale.
• The packaging, components, accessories, manuals or certificates have been damaged.
• The Product was individually manufactured or otherwise customized to the customer’s request, and cancellation would result in significant, irrecoverable loss to SAYSHELL.

In addition to the existing exclusions, returns and refunds will not be accepted after final balance payment, except for the limited cases listed above.

 

3. Return Process

The return process must follow these steps:

1. Email a return request to phone@gaianet.ai within 14 days of delivery.
2. Within [5 business days], you will receive a Return Merchandise Authorization (RMA) number and instructions. In accordance with the instructions you receive, perform a factory reset of the Product to remove all personal data and security.
3. Ship the Product using a trackable and insured shipping method.
4. Clearly write the RMA number on the outside of the return package. Please note that returns without an RMA number will not be accepted.
5. Ship the Product within 7 days of receiving the RMA.
6. For any returns outside of the country of purchase, you will be solely responsible for all related taxes and clearance fees unless otherwise required under applicable law.

4. Inspection and Refund Processing

Upon receipt of the returned Product, SAYSHELL will take the following steps:

• Inspect the Product to ensure it complies with this Policy.
• If approved, process the refund using the original payment method.
• Notify the customer of the inspection results and refund status via email.

Applicable fees:

• Opened products: 25% restocking fee will be applied.
• Unopened products: 15% restocking fee will be applied.
  
• Return shipping and insurance costs are non-refundable unless otherwise required by law.
  

Refunds may be denied if the Product shows signs of damage or tampering.

5. Exchange Policy

SAYSHELL does not offer direct exchanges. If you wish to exchange your Product, please return the original item and place a new order separately.

6. Refund Method

All refunds will be issued only to the original payment method used during purchase. Processing time may vary depending on the payment provider or financial institution. Refunds cannot be made to third-party accounts.

7. Country-Specific Exceptions

The following exceptions may apply depending on local laws:

• Republic of Korea (South Korea): If a return is made within 7 days of receipt due to a change of mind, SAYSHELL will not reject the return solely based on suspicion of resale intent.
• Republic of China (Taiwan): For returns made within 7 days, return shipping costs shall not be charged to the consumer.
• European Union (EU): In accordance with the EU Consumer Rights Directive, full refunds are available for order cancellations made within 14 days.
  

8. Defective or Non-Conforming Products

Refunds for defective or non-conforming products remain available even after final balance payment, provided such defects are verified by SAYSHELL. Restocking fees will be waived in these cases.

9. Damage or Loss During Return

The customer is responsible for any loss, delay, or damage that occurs during the return shipment. We recommend using insured and trackable shipping methods. SAYSHELL is not liable for losses during return.

10. Restrictions on Return Abuse

SAYSHELL reserves the right to limit or deny return in the following circumstances:

• Repeated or excessive return requests
  
• Evidence of product misuse, damage, or abnormal use
  
• Attempts to resell promotional items for commercial purposes

In such cases, the customer may be reported to relevant authorities for suspected fraudulent activity.

 

11. Limitation of Liability. To the maximum extent permitted by applicable law, SAYSHELL’s total liability arising from or related to this Policy, whether in contract, tort or otherwise, is limited to the purchase price of the Product. SAYSHELL will not be liable for any indirect, incidental, special or consequential damages.

 

12. Contact Information

For any inquiries regarding returns, please contact:

SAYSHELL LTD

OMC Chambers, Wickhams Cay 1, Road Town, Tortola, BVI
Email: phone@gaianet.ai
Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (UTC+9)