Refund policy
At Gentle Gains, we want you to be 100% satisfied with your purchase. If you’re not happy for any reason, we’re here to help. Please review our return guidelines and procedures below.
Return Eligibility
You may return your order within 30 days of delivery. To be eligible for a return, your item must be unused, in its original packaging, and in the same condition that you received it.
💭 Common Return Reasons and Solutions
- Order Arrived Late
If your order arrives more than 21 days after purchase, you are eligible for a $10 refund as compensation. - Defective or Damaged Product
If your item has a manufacturing defect or is damaged during delivery, we will send you a free replacement. Please contact us with photos within 5 days of delivery. - Changed Your Mind
If you no longer want the item, you may return it within 30 days. The return shipping cost is your responsibility. - Wrong or Missing Item Received
If you received the wrong item or part of your order is missing, we will either send a free replacement or cover the return shipping cost for the incorrect item. - Parcel Damaged on Arrival
If your package arrives damaged, we will send you a replacement free of charge. - Incorrect Shipping Information
If the shipping address provided was incorrect, and the order is undeliverable, customers are responsible for any additional shipping fees. - Lost Package
Please let us know if your package appears to be lost. In that case, we kindly ask that you reach out to the local carrier shown in the tracking details to request proof of loss. Once received, we’ll be happy to review the situation and advise on the best resolution. - Other Issues
For any other concerns, please contact us directly and we’ll work with you to find a solution.
❔How to Return Your Order
If you need to return your order, follow these simple steps:
Contact Us: Email us at info@gentlegains.com within 30 days of receiving your order to request a return. Returns must be authorized before sending any items back.
- Prepare Your Return: Pack the item(s) securely in the original packaging, including all accessories and documentation.
- Ship the Return: Send the package to the return address provided below. Please email us the tracking number after shipping.
- Refund Process: Once we receive and inspect the returned item(s), we will issue your refund within 5 business days.
Non-Returnable Items
Products that meet the following criteria cannot be returned:
- Pre-ordered products.
- Used products or items not in their original condition
- Items purchased under promotional sales (e.g., Buy One Get One Free) may only be returned up to a maximum of 3 units
Products Damaged on Arrival
If your item arrived damaged:
- Take clear photos showing the product, defect, and shipping label.
- Email the photos to info@gentlegains.com within 5 days of delivery.
- We’ll send you a free replacement.
- If a second replacement is also defective, we’ll offer a full refund.
Customer Support: Reach out to us via info@gentlegains.com (Monday–Friday). We aim to respond within 1 business day.
Return Labels: Customers are responsible for generating and printing their own return shipping labels. We are unable to provide prepaid labels due to our global shipping policy.
Order Cancellations: Orders may be canceled within 2 hours of purchase. After this time, orders begin processing and are typically no longer eligible for cancellation.
If an item has not yet been prepared for shipment, cancellation may still be possible on a case-by-case basis. Once preparation or fulfillment has begun, cancellations are no longer possible.
PLEASE NOTE: For canceled orders due to a change of mind, refunds are issued as store credit, similar to many other major brands.
Your store credit can be used anytime toward any product on our website, so you can easily choose what feels right for you.
Thank you for choosing Gentle Gains. We appreciate your trust and are committed to making things right if anything goes wrong.