Return Policy
We want you to be completely satisfied with your GelaBurn purchase.
1. Our Satisfaction Commitment
At GelaBurn, your satisfaction matters. We stand behind the quality of our products and want every customer to feel confident in their purchase. If you’re not fully satisfied, please review the information below to understand your options.
2. Return Eligibility
To be eligible for a return or refund, the following conditions generally apply:
- The return request is submitted within the specified return window from the date of delivery.
- The item is in its original condition and packaging (where applicable).
- Proof of purchase (order number or order confirmation email) is provided.
Please note that individual return windows and eligibility criteria may be determined by the vendor or merchant fulfilling your order. Please contact us for specific details applicable to your purchase.
3. Non-Returnable Items
The following items may not be eligible for return:
- Items that have been fully consumed or significantly used beyond a reasonable trial period.
- Items purchased during special promotional sales where return terms differ.
- Items returned without prior authorization or outside the eligible return window.
4. How to Initiate a Return
To start the return process, please follow these steps:
- Contact our support team at support@us-en-gelaburn.com with your order number and the reason for your return.
- Our team will review your request and respond within 1–3 business days with instructions.
- Do not ship any items back without receiving prior written authorization from our team.
5. Refund Process
Once an approved return is received and inspected, we will notify you of the status of your refund. If approved, your refund will be processed and credited to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or card provider.
Original shipping costs are generally non-refundable unless the return is due to our error or a damaged/defective item.
6. Damaged or Defective Items
If your order arrives damaged or defective, please contact us within 7 days of delivery at support@us-en-gelaburn.com. Please include:
- Your order number.
- A clear description of the issue.
- Photos of the damaged or defective item and packaging.
We will work quickly to resolve the issue and provide a suitable remedy, which may include a replacement or refund.
7. Contact Information
For all return and refund inquiries, please contact our support team. We are available Monday–Friday, 9 AM–6 PM ET and will do our best to assist you promptly.