Return Policy

How do I arrange a return?

Please contact our customer service team to arrange a return.

We need to know your order number, product return and reason for return. After receiving this data information, we will provide you with a return authorization number and all necessary information to arrange a return.

Please package the product and make sure our return form is included.

When you return the product, keep proof of postage vouchers. Without postage vouchers, we may not be able to process your refund or reissue once the returned product is lost during the return process. If the product is no longer in stock, we will refund the refund to your payment account.

You are fully responsible for any products returned before the returned merchandise is returned to our warehouse. Therefore, please ensure that the goods are returned using the appropriate distribution logistics service and purchase the appropriate insurance based on the value of the product.

Will you refund my postage when I return it?

We will refund the postage fee when you return due to our negligence and error. E.g:

  • If we send you the wrong product

  • If the item is damaged or has quality issues

  • Return alternatives you don't want to keep

We will not refund refund postage for products that you do not want or no longer need. You are responsible for these costs, and we again recommend the use of appropriate courier services and purchase freight insurance based on the value of the product.

For products returned due to damage or quality issues, if no errors are found during testing, we will not refund the postage fee for returning the product. After the testing process has been completed, we will contact you to decide whether to return the postage of the returned product to you based on the product itself.

What should I do if I receive a wrong product?

We have high operating standards for packaging orders, but despite this, errors can occasionally occur. If you received the wrong product, please accept our sincere apology. As part of our customer service goals, we will resolve your issue as quickly as possible and minimize your inconvenience.

When considering the situation of product return and exchange, we will check the individual situation separately, and will further require more information, such as pictures, in order to provide you with the best processing method.

What should I do if my item is damaged?

Although we take great care to prevent product damage during transit, problems can also occur. If you receive a damaged item, please accept our apology.

We recommend that you sign for the product and contact us immediately. In fact, rejection can cause delayed processing of packages when they are returned.

You can access your account and contact us using the online dashboard. Please attach a damaged photo and a description of the information. Our customer service team will review the damaged items and provide the best disposal solution to solve your problem.

I have a quality issue with my product, how do I report it?

If you think the item is damaged or quality problem, please accept our apology, we take complaints about the quality of our products seriously, and need to investigate more detailed failure information.

To do this, we recommend that you contact us through your account and using the online dashboard. Please provide details of the failure, and if possible, attach a picture to your message.

Our return policy

Our return policy must be read in conjunction with the terms and conditions of sale. We reserve the right to change this return policy at any time.

It is very important to double check your order or products when you receive the product, especially to check the product and order carefully before using the product. If there are any errors or issues, please contact us immediately so we can investigate.

Before returning, you need to contact our customer service team for a return authorization number. The absence of this return authorization number means that the return process may take longer.

Your legal rights

Our return policy does not affect your legal rights.

Right of revocation

You have the right to cancel this contract within 14 days without giving any reason.

The cancellation period expires 14 days after you or your designated third party, not the carrier, acquired the actual possession of the product.

In order to exercise the right of revocation, you must notify us of your decision to withdraw this contract through a clear statement (for example: by selecting the appropriate option in your account or by mail). You can use the following example template to undo a form, but it is not mandatory.

Make sure that the product you return is unopened and still in its original packaging. (Your) unwanted products should be left in their original condition with no damage to any retail seals.

Effect of revocation

If you cancel this contract, we will refund all the payments you made, including logistics costs (if you did not choose the cheapest standard delivery method we provide, except for the surcharges).

If the loss is caused by your unnecessary processing, we can deduct it from the compensation for the loss.

We will compensate without undue delay and no later than:

(A) 14 days after we receive any product you return; or (b) (if earlier) 14 days after you provide evidence that you have returned the product; or (c) if the product is not provided, We are informed within 14 days of your decision to cancel the contract.

Unless you have given your explicit consent, we will pay the refund in your original form of payment. In no event will you ultimately bear any costs. You will also have to bear the direct cost of returning the product.

Complaint

If you are not satisfied with the way we have returned or exchanged any products, we would like to hear your opinions, please send an email to obadiah@gerelym.com

or Contact our Customer Service Representative.