Refund policy

 

RETURN POLICY

We want you to be satisfied with your purchase and work very hard to try to respond thoughtfully to e-mail inquiries within 24-48 hours. GENTLERIST will accept returns on most unused full-sized products within 14 days of delivery minus shipping costs. Items must be in their original, unopened condition. Due to the purity and potency of the ingredients used, and the freshly made nature of each product, GENTLERIST cannot accept opened or used items.

Trial sized items, limited edition items, gift cards, sets and special promotion items (e.g. sale and discounted items) are final sale.

To initiate a return, please contact our customer service at care@gentlerist.com with your order number and the item you’d like to return. A care specialist will authorize the request and provide return instructions. We cannot process a return if it is not authorized. Returns must be received within 10 business days of return authorization. Refunds will be given within 14 days of your package’s arrival back to our facility. Processing between with your bank may take an additional 4-5 business days. To expedite the return process, please provide us with your tracking number when you make your return.

GENTLERIST is not responsible for the return cost of shipping and cannot process a refund for return packages that are not successfully delivered, or damaged during the return process. For this reason we recommend insuring your return package in the case of loss or damage. GENTLERIST will verify returned items are in new conditioner (have not been opened or used), and reserves the right to deny a refund to products that are not in this condition. Please note, returning an item may invalidate the promotions or discounts applied to the order including but not limited to shipping discounts.

For products purchased from a stockist, please consult their store policies.

EXCHANGES OR REPLACEMENTS

Exchanges cannot be made for products that have been opened or used. If you are exchanging a product due to our error: such as a wrong product we will gladly replace your product with the correct one. If you would like to exchange an unused product for a different item, please contact our customer service for a return authorization and return the original product for a full refund minus shipping cost once approval is granted. You do not need to wait for approval before placing any new orders.

If you have received a damaged or defective product, you may return it for a replacement within 5 days of delivery. Please contact our care team immediately and we will be glad to take care of you at care@gentlerist.com with your date of product delivery, order number, and product, as well as photographs that document the defect or damage.

Please note returns & exchanges will require 1 week for our team to process.

CANCELLATIONS

We cannot cancel any orders that have already been shipped. If your order has not be shipped, you may e-mail our customer care team at care@gentlerist.com to request a cancellation. However please note: although we try to be prompt, this is not a guarantee that we'll be able to process a cancellation as orders may be dispatched before a member of our care team is able to get to your e-mail. Refunds for cancellations are applied once we provide confirmation, and may take an additional 2-3 business days for your bank to process.

 

PROMOTIONS

Promotions are conditional upon their qualifying terms, and specified time range. If you have trouble redeeming any promotions, please contact us at care@gentlerist.com, and we will try to take care you!