Refund policy

Gentlily Return & Refund Policy

At Gentlily, customer satisfaction is our priority. If you’re not completely satisfied with your purchase, we offer a 14-day return window starting from the day you receive your order. Please review the policy below for full details.

1. 14-Day Return Eligibility

You may request a return within 14 calendar days of delivery if the item is:

  • Unused

  • In its original packaging

  • In resellable condition

  • Includes all accessories (if applicable)

We do not charge a restocking fee.

Items showing signs of use, damage, or missing components may not be eligible for a refund.

2. How to Start a Return

To initiate a return, please contact our support team at:

📧 contact@gentlily.com

Include the following in your message:

  • Your order number

  • Reason for the return

  • Clear photos or videos of the item (if applicable)

⚠️ Please do not ship your item back without approval.
Unapproved returns cannot be processed.

3. Return Shipping (Important)

  • Customers are responsible for return shipping costs.

  • All returns must be shipped to our Return Center in Mainland China.

  • Return shipping costs vary by country (typically around €25 / $25 USD, depending on weight and courier).

  • Original shipping fees paid at checkout are non-refundable.

We strongly recommend using a tracked and insured shipping method.
Gentlily cannot issue refunds for items lost during return transit.

4. Non-Returnable Items

For hygiene, safety, or regulatory reasons, the following items are non-returnable:

  • Gift cards

  • Items marked “Final Sale”

  • Used, damaged, or altered items

  • Items without original packaging

5. Damaged, Faulty, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us within:

⏱ 48 hours of delivery

Include:

  • Photos or videos showing the issue

  • A photo of the original packaging

  • Your order number

Once verified, we will offer either:

  • A replacement, or

  • A refund (subject to availability)

Return shipping is fully covered by Gentlily for verified defective or incorrect items.

6. Refund Process

Once your return is:

  • ✓ Received

  • ✓ Inspected

  • ✓ Approved

A refund will be issued to your original payment method within 7 business days.

Please note:

  • Your bank or card provider may take 3–10 additional business days to post the refund.

  • Shipping fees are non-refundable.

7. Order Cancellations

Before Shipment:
Orders may be cancelled within 12 hours of placement.

After Shipment:
Once an order has been processed or shipped, it cannot be cancelled. You must wait for delivery and then request a return.

8. EU & UK Consumer Rights

Customers located in the European Union or United Kingdom are entitled to a 14-day right of withdrawal from the date of delivery.

Return shipping costs remain the responsibility of the customer unless the item is damaged, defective, or incorrect.

9. Exchanges

Gentlily does not offer direct exchanges.

If you need a different size or style, please request a refund and place a new order for your preferred item.

10. Need Help?

We’re here to help.

📧 contact@gentlily.com
Our support team typically responds within 24–48 hours on business days.

Company Information

Business Name: Glizm Ecommerce Limited
Registered Address: 45 Hoi Yuen Road, Kwun Tong, Kowloon, Hong Kong
Business Registration Number: 77123253

Customer Support Email: contact@gentlily.com
Support Hours: Monday–Friday, 8:00 AM – 6:00 PM (UTC+08:00)
Phone: +852 2389 8175