RETURN & REFUND POLICY
Last Updated: August 27, 2026
We want customers to have a clear and straightforward process if there is a problem with an order.
This Return & Refund Policy applies to purchases made directly through Gelynera.com.
Return Requests
If you wish to request a return, please contact our customer support team before sending any item back.
Include:
- Your order number
- Name associated with the order
- Product involved
- Reason for the request
- Relevant photographs where appropriate
Our team will review the request and provide return instructions if the item is eligible.
Do not return products to an address shown on the original shipping package unless our support team specifically instructs you to do so.
Beauty and Personal-Care Products
For hygiene and safety reasons, certain beauty, skincare, cosmetic, and personal-care products may not be eligible for return after they have been:
- Opened
- Used
- Unsealed
- Altered
- Contaminated
unless the product is defective, damaged, incorrect, or applicable law requires otherwise.
Eligible returned products should generally be:
- Unused
- Unopened
- In original condition
- In original packaging
- Accompanied by relevant order information
Damaged Products
If your product arrives damaged, please contact us promptly.
Please provide:
- Order number
- Photographs of the product
- Photographs of the packaging
- A description of the issue
We will review the information and determine an appropriate resolution, which may include replacement, refund, or another remedy as required by applicable law.
Incorrect Products
If you receive an item different from what you ordered, contact us with your order number and photographs of the item received.
Please do not use the incorrect product while your request is being reviewed.
Missing Items
If an item is missing from your shipment, first check whether your order was shipped in multiple packages.
If you still believe an item is missing, contact customer support with your order number.
Refunds
Once an approved return has been received and inspected, we will notify you regarding the status of the refund.
Approved refunds will generally be issued to the original payment method.
Financial institutions and payment providers may require additional processing time before the refunded amount appears in your account.
Original Shipping Charges
Original shipping charges are generally non-refundable unless:
- The order was incorrect due to our error
- The item was defective or damaged
- Applicable consumer law requires otherwise
Return Shipping
Responsibility for return shipping will depend on the reason for the return and applicable law.
If the return results from an incorrect, defective, or damaged item, appropriate return instructions will be provided.
For discretionary returns, customers may be responsible for return shipping costs where permitted by law.
Non-Returnable Items
Certain items may not be eligible for return, including:
- Opened cosmetic products
- Used skincare products
- Unsealed hygiene-sensitive products
- Gift cards
- Items marked as final sale where legally permitted
- Products damaged through misuse
- Products returned without authorization where authorization is required
This does not affect statutory rights available under applicable consumer protection laws.
Order Cancellation
Contact us as soon as possible if you need to cancel an order.
We cannot guarantee cancellation after fulfillment processing has begun.
If an order has already shipped, the normal return procedure may apply.
Exchanges
Exchange availability depends on inventory and the circumstances of the request.
Where a direct exchange is unavailable, customers may need to return an eligible product and place a new order.
Purchases From Other Sellers
This policy applies only to purchases made directly through Gelynera.com.
If a Gelynera product was purchased from another retailer, marketplace, or third-party seller, please contact that seller regarding its applicable return policy.
Consumer Rights
Nothing in this policy is intended to limit rights available to you under mandatory consumer protection laws in your country or region.
Contact Us
For return, refund, damaged-product, or missing-item questions, please contact us through the customer support information provided on Gelynera.com.