Return & Refund Policy

Effective Date: April 2025

At GENTLM, we’re committed to delivering exceptional quality and experience with every item. If you're not fully satisfied, we’re here to help.

1. Eligibility for Returns

You may return an item within 14 days of receipt for a refund or exchange, provided it meets the following conditions:

  • Items must be unused, unworn, and in original condition

  • Original tags and packaging must be intact

  • The product is not a final-sale, limited edition, digital download, or personalised/custom item

  • The item must be returned with a valid proof of purchase (order confirmation)

Please note: Items returned that do not meet these conditions will not be accepted.

2. How to Initiate a Return

  1. Email returns@gentlm.com with your order number and reason for return.

  2. Once approved, you will receive instructions on where to send your return.

  3. Securely package the item(s) and send it to us using a trackable service.

Return address details will be provided via email.

3. Refunds

Once your return is received and inspected, we will:

  • Notify you via email

  • Process your refund to the original payment method within 5–10 business days

Refunds exclude original shipping charges. If your item was shipped under a free shipping promotion, a standard shipping fee may be deducted.

4. Exchanges

We offer free exchanges for the same item in a different size or colour (subject to availability).

Please initiate the exchange via email within 14 days of receiving your item.

5. Faulty or Damaged Items

If you receive a defective, damaged or incorrect item:

  • Email support@gentlm.com within 7 days of delivery with clear photos of the issue

  • We will provide return instructions and cover shipping for approved cases

  • You may request a replacement or full refund

6. Late or Missing Refunds

If you haven’t received your refund:

  • Double-check your bank or card provider

  • Contact your payment provider (it may take time before your refund is officially posted)

  • Still no refund? Email us at support@gentlm.com

7. Non-Returnable Items

  • Digital products, limited-edition art, NFTs, and gift cards

  • Items marked as final sale

  • Products damaged by improper care, use, or modification

8. Return Shipping Responsibility

Unless the item is faulty, you are responsible for:

  • Return shipping costs

  • Ensuring the item arrives safely and on time

We recommend using a trackable and insured shipping method. GENTLM is not responsible for lost returns.

9. Questions?

Contact us anytime at contact@gentlm.com or use our Contact Form.