Politique de remboursement

Returns & Refund Policy

Last updated: 10 October 2025

Important Notice for U.S. Customers

Due to ongoing customs, tariff, and import-related issues in the United States, we do not accept returns or issue refunds for orders shipped to the USA.
All U.S. sales are final.

Exceptional cases may be reviewed at our discretion, but approval is not guaranteed.

1. Return Eligibility (All Countries Except the USA)

You may request a return within 15 days of delivery, provided that:

  • The item(s) are unused, uninstalled, and in original condition

  • All original packaging, accessories, and inserts are included

  • Proof of purchase is provided

Returns that show signs of use or incomplete packaging may be refused or partially refunded.

2. Refunds & Restocking Fees

Approved returns are subject to the following conditions:

  • Refunds apply to the product value only

  • Original outbound shipping costs are non-refundable, including orders that qualified for free shipping

  • A restocking fee applies to all non-defective returns, calculated as follows:

    • €30 flat fee for orders with a total product value below €150

    • 20% of the product value for orders with a total product value €150 or above

No restocking fee applies if the product is defective or incorrect.

Refunds are issued to the original payment method.

3. Return Shipping Costs

Change of mind / non-defective returns

  • Return shipping costs are the responsibility of the customer

  • Returns must be sent using a trackable shipping method

  • If we provide a return label, its cost will be deducted from the refund

Defective or incorrect items

  • We will cover return shipping and provide a prepaid return label

  • No restocking fee applies

4. Customs, Tariffs & Refused Deliveries

Please check your country’s import duties and customs rules before ordering.

We cannot accept returns or issue refunds for orders that are refused or returned due to unpaid:

  • Customs duties

  • VAT

  • Import taxes

If such a return is accepted at our discretion, the same restocking fee structure applies:

  • €40 for orders below €150

  • 20% for orders €150 and above

Any additional carrier or customs fees charged to us will also be deducted from the refund or invoiced separately.

5. Return Process

  1. Email hello@gelatindigital.com with your order number and reason for return

  2. We will confirm eligibility and provide return instructions

  3. Pack items securely in original packaging

  4. Ship using the agreed method

Unauthorized returns may not be accepted.

6. Refund Processing

  • Returned items are inspected upon receipt

  • Approved refunds are processed within 15 days

  • You will receive a confirmation email once processed

7. Exchanges

We do not offer direct exchanges.
To exchange an item, please return the original product and place a new order.

8. Non-Returnable Items

  • Gift cards

  • Digital or downloadable products

  • Items marked Final Sale

9. Contact

📧 hello@gelatindigital.com
🌍 www.gelatindigital.com