Política de reembolso

REFUND POLICY — Gently

ORDER FINALITY & NO CANCELLATIONS

All orders placed on Gently are final.

We do not accept cancellations, changes, or modifications under any circumstances, including but not limited to incorrect address entry, sizing errors, or change of mind. Once an order is placed it is immediately processed and prepared for shipment. Please use our size guide and review your order carefully before completing your purchase.

NO RETURNS POLICY

Gently does not accept returns under any circumstances.

Our products are intimate apparel. For hygiene and safety reasons they cannot be resold, restocked, or returned once they have left our facility.

Customers may, however, contact us regarding an issue with their order. Each request is reviewed individually, and at our sole discretion we may offer one of the following resolutions in certain situations:

  • Replacement shipment
  • Store credit
  • Partial refund

These resolutions are not guaranteed and are offered only after verification and review of the case.

HOW TO CONTACT US ABOUT AN ORDER

All order issues, claims, and requests must be submitted by email to info@gentlywear.com.

Email is the only channel through which a claim can be reviewed. Messages sent through social media, comments, or any other channel are not monitored for order issues and do not constitute a submitted claim. We reply within one business day, and a real person reads every message.

SHIPPING PROTECTION POLICY

Shipping Protection is an optional service offered by Gently at checkout.

If Shipping Protection is purchased, we will review each case individually in the event of a shipping-related issue, including lost, stolen, or damaged packages. Claims must be submitted by email to info@gentlywear.com with your order number. After verification we may offer one of the following resolutions at our discretion:

  • Replacement shipment
  • Store credit
  • Partial refund

Shipping Protection does not guarantee an automatic refund or replacement. All claims are subject to review and approval.

ORDERS MARKED AS DELIVERED (NO SHIPPING PROTECTION)

If an order is marked as Delivered by the carrier and Shipping Protection was not purchased, Gently is not responsible for lost, stolen, or missing packages.

No refunds, replacements, or credits will be issued in these cases. Customers are responsible for providing a secure delivery address.

DEFECTIVE ITEMS UPON ARRIVAL

Every order is inspected before dispatch to confirm all components are included and meet our standards.

If an item arrives defective, you must report it to us by email at info@gentlywear.com within 72 hours of delivery. Your email must include all of the following:

  • Your order number (it begins with # and is in your confirmation email)
  • Clear photographs showing the defect
  • A photograph of the shipping label on the package
  • A short description of the issue

This information is required so that we can verify the claim with our fulfilment team and correct the problem at its source. Claims that do not include this information, that are submitted after 72 hours, or that are submitted through any channel other than info@gentlywear.com cannot be reviewed or approved.

Each case is reviewed individually. If approved, Gently may, at its discretion, offer one of the following:

  • Replacement shipment
  • Store credit
  • Partial refund

Items that show signs of wear, washing, alteration, or removal of the hygiene liner or tags are not eligible.

FINAL DECISION & FRAUD PREVENTION

Gently reserves the right to approve or deny any claim, resolution, or request. We also reserve the right to refuse service or resolution in cases of suspected fraud, abuse, or policy manipulation.

For any questions regarding this policy, please contact info@gentlywear.com