Returns & Refunds Policy

Last updated: 18 November 2025

This Returns & Refunds Policy (“Policy”) outlines the conditions under which returns and refunds are accepted for purchases made through Gentle Patches. By placing an order, you agree to the terms set out below.

1. Eligibility for Returns

1.1. Returns are accepted strictly within 30 calendar days from the delivery date, as confirmed by the carrier’s tracking information.

1.2. To be eligible for a return, products must be:

• Unopened, unused, and in their original, sealed packaging

• Free from any damage not caused during transit

• Accompanied by valid proof of purchase (order confirmation or receipt)

1.3. For health, safety, and hygiene reasons, products that have been opened, used, tampered with, or are not in their original sealed condition are not eligible for return or refund.

1.4. Gentle Patches reserve the right to refuse any return that does not meet the above criteria.

2. Return Process

2.1. Customers must first request return authorisation by contacting support@gentlepatches.com and providing their order number, a description of the issue, and supporting photographs where applicable.

2.2. Returns sent without prior authorisation will not be accepted.

2.3. Unless the item was delivered incorrectly, defective, or damaged on arrival, the customer is responsible for all return shipping costs.

2.4. Once support is contacted, customers will be issued a mandatory return form. A $8 AUD restocking fee applies to all returns and is payable by the customer.

3. Refunds

3.1. Refunds are issued only after the returned product has been received, inspected, and confirmed to comply with this Policy.

3.2. Approved refunds are processed to the original payment method only. Alternative refund methods are not available.

3.3. Refund processing may take 5–10 business days, depending on your financial institution.

3.4. Shipping fees are non-refundable. Only the cost of the product itself may be refunded.

4. Damaged, Defective, or Incorrect Items

4.1. If you receive a damaged, defective, or incorrect item, you must notify Gentle Patches in writing at support@gentlepatches.com within 7 calendar days of delivery.

4.2. Failure to notify us within this timeframe will result in forfeiture of your right to a replacement or refund.

4.3. Gentle Patches reserve the right to request photographic or video evidence before approving a return or replacement.

5. Exclusions

This Policy does not apply to:

• Products purchased from unauthorised resellers or third parties

• Products received through promotional giveaways or free samples

• Products damaged due to misuse, negligence, or failure to follow usage instructions

6. Policy Updates

Gentle Patches reserve the right to amend or update this Policy at any time without prior notice. The version published on our website at the time of purchase will apply to your order.

UAB Prolong Lab
Dominikonų g. 11, LT-01131 Vilnius
support@gentlepatches.com