Return and Refund Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return only if the product is damaged upon arrival.

To be eligible for a return, your item must be defective or damaged upon receipt. You’ll also need to provide clear photographic or video proof of the damage, along with the receipt or proof of purchase.

To start a return, contact us at support@gentlejourney.store.
Please do not send any items back without contacting us first.

If your return request is accepted, we will email you detailed instructions on how and where to send your package.
A return shipping label will be provided if applicable. Returns without prior approval will not be accepted.

For any questions regarding returns, reach out to us at support@gentlejourney.store.

📦 Damages & Issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or incorrect, so we can evaluate the issue and make it right.
Clear photographic or video proof of the issue is required.

❌ Exceptions / Non-Returnable Items

We only accept returns for damaged or defective items.

Additionally, we do not accept returns for:

  • Sale items

  • Gift cards

If you have questions about a specific item, contact us.

🔄 Exchanges

We do not offer exchanges. If your item is damaged or defective, please follow the return process and place a new order for a replacement.

🇪🇺 European Union 14-Day Cooling-Off Period

If your order was shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

To be eligible under this policy:

  • The item must be unused, in its original condition and packaging.

  • You must provide a receipt or proof of purchase.

Customers are responsible for return shipping costs and for securely packaging the item.
If the item is damaged or defective, the standard return policy applies and we will cover return shipping costs.

💰 Refunds

Once we’ve received and inspected your return, we’ll notify you of the refund approval status.
If approved, your refund will be processed to your original payment method within 10 business days.

  • Delivery fees are non-refundable.

  • Refunds for non-damaged items (EU cooling-off period) are only processed if the item is returned in its original, undamaged condition.

  • Refunds for damaged items require proof of damage.

If more than 15 business days have passed since your return was approved, please contact us at support@gentlejourney.store.

📌 Import Duties & Taxes

Please note that additional customs duties, taxes, or import fees may apply depending on your country’s regulations.
Gentle Journey is not responsible for any such charges upon delivery — these are determined by your local customs office and must be covered by the customer.