Refund policy

We currently do not support returns or provide a return address because the products you order are personalized and made specifically for each order. Should you want to submit a new order, you will be liable for the costs of the new order. no return address to be provided.

 

Lost Orders

For packages lost in transit, please get in touch with us via our contact form with us within 30 days from the estimated delivery date. We'll be happy to send a replacement order on your behalf.

 

Returned to Sender

For orders that are returned to the sender, please place a new order (no later than 30 days from the estimated delivery date) and get in touch with us so that we can report the problem and arrange for the product price to be refunded for the new order. This way, you will only pay again for the shipping of the order.

 

Orders may be returned to the sender for the following reasons:

  • Wrong Address: If you or your end customer provide an address considered insufficient by the courier, the shipment will be returned and disposed of safely. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order.

  • Rejected by the Recipient: If your customer rejects the shipment during the delivery, the shipment will be returned and disposed of safely. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order.

  • Unclaimed: If your customer is not able to receive their order at the address, the shipments may be available for pick up at their local post office or carrier pick-up point. Shipments that go unclaimed may be returned to the sender. For these cases, please place a new order and get in touch with us so that we can report the problem and arrange for the product price to be refunded for the new order (you will still have to pay for the shipping costs).

 

Policy

You acknowledge that the Products are personalized and made specifically for each Order. Once an Order is placed, it cannot be changed or cancelled unless otherwise communicated by us to you through Gelato Platform for the specific Order.

You acknowledge that the Products, when printed, may vary from the User Content as displayed on-screen, such as due to how computers display colours. Such deviation between on-screen User Content and physical Products that are not due to printing errors shall not be deemed a defect.

If there are defects discovered, such as damage to the delivered Products, errors in the number or quantity of the delivered Products or lack of quality of the delivered Product not caused by lack of quality of the User Content, you should provide us with photographic or other documentary evidence of the existence of a defective Product. If we have not received from you a complaint in writing within 30 days after receipt, we shall have no liability for any defect.

If we agree, or you can substantiate, that there is a defect and that it is not due to the carrier, force majeure or other circumstances outside our control, then we will, at our option, either provide you with a reprint of the order to the extent required to remedy the defect or offer you with a refund for the defective Products.

If you access the Services for your personal use through Buy for Yourself function in our website, then we will provide you with a reprint or a refund in accordance with the relevant consumer laws applicable to your country of residence. Gelato will not redeliver or refund the purchase price if the defect or dissatisfaction is related to the User Content, which you have the sole responsibility for. For Products that do not contain User Content (and thus that are not personalised for you), you may cancel your Order within 14 days after the date you receive the Products. If your Order contains multiple Products that do not contain User Content and these Products are shipped separately, you may cancel your order within 14 days after the date you receive the last Product. You must notify Gelato about your intent to cancel your order within the timeframe specified above. You must return the Products to us as soon as possible, in the same condition in which you received them, and at your own cost including shipping costs and risk.

The remedies provided for above are your sole remedies for any defective Product, and exclude, to the fullest extent permitted by law, any other remedy available to you (including the End Customer) by law.