Refund policy
Return & Refund Policy
Returns for Non-Quality Issue
• Time frame: Within 14 days of delivery
• Process: Email us at mia@gateron.com with your order number and reason for return
• Condition: Items must be unused and in original packaging
• Shipping costs: Return shipping is your responsibility. Original shipping fees are non-refundable
Defective or Damaged Items
If your product arrives with quality issues:
• Time frame: Within 14 days of delivery
• What to do: Send photos of the defect along with your order number to mia@gateron.com
• Resolution: We'll send you a replacement immediately or discuss alternative solutions
Wrong Item Received
• Time frame: Within 7 days of delivery
• What to do: Email us a photo of what you received, plus your order number
• Resolution: We'll arrange return shipping and send the correct item at no cost to you
Order Cancellations
Before shipping:
• Cancel anytime before we ship
• Email us your order number
• Full refund processed within 3 business days
After shipping:
• If your order is already on its way, you may return it upon arrival
• You'll need to cover return shipping costs
• Original shipping fees will be deducted from your refund
• Refund issued within 3 business days after we receive the return
Important Notes
Failed Delivery Attempts
If you refuse delivery or can't be contacted when the package arrives in your country, and the items are destroyed or returned to us:
• No cancellation or refund available
• All costs incurred will be your responsibility
Customs & Import Fees
• You're responsible for all customs clearance procedures and fees in your country
• If customs issues result in destroyed or returned goods: No refund available, and you'll cover all related costs
Quick Tips for Smooth Returns
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Always include your order number in emails
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Take clear photos if reporting damage/defects
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Keep the original packaging until you're sure you're keeping the item
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Contact us first—we're friendly and here to help!
Questions? Reach out to mia@gateron.com—we typically respond within 24 hours on business days.
This policy applies to all orders placed through our website.
