Returns

Order Cancellations

Orders can be cancelled prior to shipment. For the quickest response and to avoid disappointment, please contact our customer service team by phone during office hours. Alternatively, you can email us at info@gelous.co with your order number. If you don’t have the order number, please include your shipping address, phone number, and full name. Please be aware there may be a delay in response via email, and we are unable to make any changes once your order has been shipped.

Within 1 hour

If you cancel within one hour of placing your order, you’ll receive a full refund. Refunds typically take 5-10 business days to process.

After 1 hour, before shipment

If you cancel before your order has been assigned a tracking number, we can offer store credit or a refund. Store credit takes 1-3 business days to process and is valid for 3 years. Refunds are processed within 5-10 business days.

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Change of Mind Refunds

If you have made an order which includes a Basic Kit, Essentials Kit, Starter Kit, Super Starter Kit or Ultimate Starter Kit and changed your mind, we can offer you a refund. To be eligible:

• Your order must contain a Basic Kit, Essentials Kit, Starter Kit, Super Starter Kit or Ultimate Starter Kit.
• You must contact us at info@gelous.co about this return within 30 days of receiving your order.
• Receipt proof must be provided.
• Your entire order must be returned.
• All products must be returned in their original packaging.
• All products must be in an unused or lightly used condition.

Returning your product

1. Email us at info@gelous.co with the reason you require a return, and the order number of the order you will be returning. If you don't have your order number, please provide your shipping address, phone number and full name. 
2. Our Gel Nail Polish expert will first troubleshoot any issues you are having to see if we can help you get the result you want. If you are based in Auckland, we can set up an in-person appointment if this is preferred.
3. If you still require a refund, we will email you our Returns Form. Please fill out all details and include it in your return.
4. Once your return is received, inspected and approved, we will issue you a refund for the same value as your returned item(s) at the time of purchase. If your return is not approved, we will notify you via email. 

Terms and conditions

• You must include our Returns Form with your return.
• Refund is for the product only, and will not include any shipping costs.
• You will be responsible for paying your own return shipping costs. Consider using a trackable shipping service or purchasing shipping insurance, otherwise we can’t guarantee that we will receive your returned item.
• Your order must be be packaged safely and arrive undamaged. Use appropriate packaging, such as a strong cardboard box, bubble wrap or the eco-wrap your product arrived in.
• You will be refunded to your original payment method.
• Refunds take 3-7 business days to process.
• Sale items or items that used discount codes will be credited at the discounted price. 

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Change of Mind Credits

If you've changed your mind about any product you have purchased, we can offer you store credit for the same priced item. To be eligible:

• You must contact us at info@gelous.co about this return within 30 days of receiving your order.
• Receipt proof must be provided.
• All products must be unused and in good condition.
• All products must be in its original packaging.

Returning your product

1. Email us at  info@gelous.co with the reason you require a return, and the order number of the order you will be returning. If you don't have your order number, please provide your shipping address, phone number and full name. 
2. We will email you our Returns Form. Please fill out all details and include it in your return.
3. Once your return is received, inspected and approved, we will issue you store credit for the same value as your returned item(s) at the time of purchase. If your return is not approved, we will notify you via email. 

Terms and conditions

• You must include our Returns Form with your return.
• Store credit is for the product only, and will not include any shipping costs.
• You will be responsible for paying your own return shipping costs. Consider using a trackable shipping service or purchasing shipping insurance, otherwise we can’t guarantee that we will receive your returned item.
• Your order must be be packaged safely and arrive undamaged. Use appropriate packaging, such as a strong cardboard box, bubble wrap or the eco-wrap your product arrived in.
• Store credit lasts 3 years from the date of issue.
• Store credit takes 1-3 business days to process.
• Sale items or items that used discount codes will be credited at the discounted price. 
• Individual components of pre-made Ultimate Starter Kits and pre-made Polish Packs cannot be swapped out - only full packs can be returned.

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Faulty Product

If you have received a faulty product, we will replace it for the same product. To be eligible, your product must:

• Have been purchased within 1 year (electronics) or 30 days (all other products). Receipt proof must be provided.
• Be inspected and deemed faulty. 
• Not be damaged from poor customer care. Possible damages caused by poor customer care include:
• Not wiping the Gel Nail Polish neck and rim after use, stopping it from being airtight.
• Using Gel Nail Polish the sun, or near the Gel Nail Lamp when it is on, causing it to start to cure.
• Storing in the bathroom, where temperatures fluctuate.

If you believe your product is faulty and you would like to receive a replacement, please email info@gelous.co with:

• Images or videos showing what you received (including the packaging).
• Gel Nail Lamp: Also include a photo of the sticker found between the base plate and lamp body.
• Gel Nail Polish: Also include a photo of the sticker on the bottom of the bottle. 
• Your original order number.
• Your postal address, email address and phone number.

If your replacement request is rejected, we will contact you via email. If your replacement request is approved, we will ship your replacement item or prepare for pick-up if this is requested.

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Missing or Damaged Product

If your order arrives damaged, your order does not arrive, or your order has items missing from it, we will replace it. To be eligible, your product must have been delivered within 7 days. Receipt proof must be provided.

Damaged Product

Email info@gelous.co with:

• Images or videos showing the damaged product (including the courier satchel or box). 
• Your original order number.
• Your postal address, email address and phone number.

Order Hasn't Arrived

Email info@gelous.co with:

• Your original order number.
• Your postal address, email address and phone number.

Missing Items From Order

Email info@gelous.co with:

• Images or videos showing what you received (including the courier satchel or box).
• Your original order number.
• Your postal address, email address and phone number.

We will contact you via email regarding the outcome of your enquiry.