Returns & Refunds Policy

Last Updated: November 18, 2025

This Returns & Refunds Policy (“Policy”) governs the return of goods and the issuance of refunds 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 date of delivery, 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 shipping.

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

1.3. For health, safety, and hygiene reasons, any product that has been opened, used, tampered with, or is not in its original sealed condition is not eligible for return or refund.

1.4. Gentle Patches reserves the right to refuse returns that do not meet the above criteria.

2. Return Procedure

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

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

2.3. Unless the product was delivered incorrectly, defective, or damaged upon receipt, the customer is responsible for all return shipping costs.

2.4. After contacting support, customers will be provided with a mandatory return form to complete. A $7 CAD restocking fee applies to all returns and is the responsibility of the customer.

3. Refunds

3.1. Refunds are issued only after the returned product has been received, inspected, and confirmed to meet the conditions of 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 from the date of approval, 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 Products

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 provide timely written notice may result in the loss of eligibility for a replacement or refund.

4.3. Gentle Patches reserves 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 unauthorized 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. Amendments

Gentle Patches reserves 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 govern your transaction.

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