Return & Refund policy
Customers may apply for a return or exchange within 30 days after receiving product(s). Refunds will be made by the same method you used to pay.
To request a refund, please contact us at info@gerrby.com. We will review your request and provide you with further instructions to ensure that you have the best possible experience with your gerrby orders.
Please note that Our refund policy lasts for 30 days from the delivery date. If more than 30 days have passed since you received the item, unfortunately, we can no longer offer you a refund.
Sale and promotional items are excluded and remain subject to our regular return/exchange policy.
DID NOT RECEIVE YOUR PRODUCT
If your delivery is delayed than expected, you do have the right to request a refund or a new replacement for that order. Simply contact us at info@gerrby.com and provide your order information, we will assist you with the highest priority.
Note:
– Your request must be submitted to our team within 2 months since you placed the order. After that time, the tracking information might be expired so it will be impossible for us to assist you further.
– In case we proceed with a refund. It will go back to your account in 5-10 business days, depending on your bank’s progress.
CANCELLATION
We accept order cancellations before product processing. If the order is cancelled by that time, you will get a full refund.
If the product has already been shipped out, we will unfortunately be unable to cancel the order.
RETURN/EXCHANGE CONDITIONS
- All items must be returned in their original selling condition, without having been worn, washed or altered, and with all their tags still attached.
- All items must be returned with their original boxes.
- All items must be returned in one package.
- Return/Exchange shipments must be made using the same service as the original delivery.
- We can only accept returns/exchanges from the country to which an order was originally shipped, for example, orders delivered to the US must be returned from the US
- Customised items cannot be returned.
- The return/exchange is unfortunately not free of charge (import and shipping fees will be charged at your own expense).
- Naturally any faulty items (included broken/damaged, wrong, or low-quality) can be returned.
We reserve the right not to accept any return/exchange if the product shows signs of wear or has been used or altered from its original condition.
You will be informed if we propose to reject your refund/exchange; you may choose to have the product sent back to you at your own expense.
HOW TO RETURN AN ITEM OR AN ENTIRE ORDER?
Step 1: Please contact our Customer service team to start the return process with the following information:
- Order number
- Proof of purchase
- Video or photo of the faulty product
Step 2: Insert your receipt, along with the items, back into the original packaging.
Step 3: Fill out all three copies of the Returns Pro-Forma Invoice Form. Insert all copies in the transparent envelope and attach it to the package without closing it. These documents are required for customs, so please be sure to complete all 3 copies.
Step 4: Turn package over to the courier, after the courier has checked the return shipment, please close the package securely.
REFUND
In case of a return, your refund will be credited to the original payment method. Shipping costs will not be refunded by InkTrendy in case of returns.
Once your package reaches us, please allow 5-10 business days (depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you at your own expense. When your return has been accepted, your refund will be issued and you will receive a confirmation email.
We’re available to support you via
Service Tel: ( 1) 6622226133
We strive to respond to your questions within 48hours.
Customer service chat hours:
Monday - Friday : 8 am - 6pm GMT-8
Now available in English.