Återbetalningspolicy

Returns & Refunds Policy

Last Updated: November 18th, 2025

This Returns & Refunds Policy (“Policy”) governs the return of goods and issuance of refunds for purchases made through Gentle Patches. By placing an order, you agree to the terms outlined 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 qualify for a return, products must be:

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

  • Free from any damage not caused during shipment.

  • 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 reserve the right to refuse returns that do not meet the above criteria.

2. Return Procedure

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

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

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

2.4. Upon contacting support, customers will be provided with a mandatory return form to complete; please note that a $5 restocking fee applies to all returns and is the responsibility of the customer.

3. Refunds

3.1. Refunds will only be issued once the returned product has been received, inspected, and confirmed to meet the conditions of this Policy.

3.2. Approved refunds will be processed to the original payment method only. No alternative refund methods will be provided.

3.3. Refund processing may take 5–10 business days from the date of approval, depending on the financial institution.

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

3.5. Once the customer accepts a refund request, they are no longer eligible for additional refunds associated with the same order. After agreeing to receive a refund, the customer acknowledges that they no longer have any existing issues with the company.

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 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 prior to approving a return or replacement.

5. Exclusions

This Policy does not apply to:

  • Products purchased through unauthorized resellers or third parties.

  • Products obtained via promotional giveaways or free samples.

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

6. Return Conditions

Please read our return conditions carefully before sending any items back. Failure to follow these steps will result in a cancelled refund.

6.1. Return Shipping Fees & Labels

  • Customer Responsibility: All return shipping costs are the sole responsibility of the customer. These fees are strictly non-refundable.
  • No Prepaid Labels: We DO NOT provide or generate return shipping labels under any circumstances.
  • Why? To keep our product prices as low and fair as possible for everyone, we do not build the cost of "free" returns into our retail pricing.

6.2. Unauthorized Returns (Do NOT Ship Without Approval)

Our warehouse processes a high volume of orders daily. If you send an item back without our prior knowledge, we cannot track it, and NO REFUND will be issued.

  • Mandatory Contact: You MUST contact our customer support team and receive formal approval BEFORE shipping anything back. 
  • Tracking Required: Once approved, you must provide us with a valid Tracking Number. If a package arrives unannounced, without tracking, or cannot be identified by our staff, it will be rejected or discarded, and no refund will be processed.

7. Amendments

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 your purchase will govern your transaction.

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

Additional Terms

This Returns & Refunds Policy was last updated on September 6, 2026, when Sections 8 to 16 were added. Where a section below and a section above deal with the same point, the section below applies. Nothing below reduces a right that Section 8 protects.

8. Your Statutory Rights

Nothing in this Policy limits or excludes any right you have under a consumer protection law that cannot be waived by agreement, including the rights described in Sections 9 and 10. Where this Policy conflicts with such a right, the right prevails. Accepting a refund, replacement or credit under this Policy does not waive your statutory rights in relation to a different order, does not prevent you from raising a new issue that comes to light later, and does not restrict your right to leave an honest review of our products or service.

9. Customers in the European Union, European Economic Area and United Kingdom: Right of Withdrawal

9.1. If you are a consumer in the EU, the EEA or the UK, you have a statutory right to withdraw from your purchase within 14 days without giving any reason. The 14 days run from the day you, or a person you nominate other than the carrier, receive the products. For a subscription, they run from the day you receive the first shipment.

9.2. To exercise the right, tell us by a clear statement, for example an email to support@gentlepatches.com, before the 14 days end. You may use the model withdrawal form below, but you do not have to. We will acknowledge your withdrawal by email.

9.3. You do not need a return authorization or a return form to exercise this right, and Sections 2.1, 2.2 and 6.2 do not apply to it. We will give you the return address in our acknowledgement within two business days of your notice; if we are late, your 14 days to send the products back are extended by the delay. You must send the products back no later than 14 days from the day you tell us you are withdrawing, or from the day you receive the return address if that is later. You pay the direct cost of returning the products. No restocking fee applies.

9.4. We will refund all payments we received from you for the products, including the cost of standard delivery, but not any extra cost you chose for a faster delivery option, without undue delay and no later than 14 days from the day we receive your withdrawal, using the payment method you used for the purchase. We may withhold the refund until we have received the products back or you have given us proof that you have sent them, whichever is earlier. You are liable only for any diminished value of the products resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

9.5. Because our products are sealed goods that are not suitable for return for health protection and hygiene reasons once unsealed, the right of withdrawal does not apply to a product whose seal or protective packaging has been opened after delivery. Unopened products in their original sealed packaging remain fully returnable under this Section.

9.6. Independently of the right of withdrawal, you benefit from a legal guarantee of conformity for products that are defective or not as described. In the EU the guarantee lasts at least two years from delivery. In the UK you can bring a claim for up to six years (five in Scotland). Section 4 above describes how to report a defective, damaged or incorrect product; the statutory time limits apply to consumers under this Section even where Section 4 states a shorter notification period.

9.7. Model withdrawal form. Complete and return this form only if you wish to withdraw from the contract.

  • To: Prolong Lab, UAB (Gentle Patches), Dominikonų g. 11-101, LT-01131 Vilnius, Lithuania, support@gentlepatches.com.
  • I hereby give notice that I withdraw from my contract of sale of the following goods: [product names and quantities].
  • Ordered on: [date]. Received on: [date]. Order number: [number].
  • Name of consumer: [name]. Address of consumer: [address].
  • Signature of consumer (only if this form is notified on paper): [signature]. Date: [date].

10. Customers in Australia and New Zealand

Our products come with guarantees that cannot be excluded under the Australian Consumer Law and the New Zealand Consumer Guarantees Act. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the products replaced or repaired if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this Policy limits those guarantees. To make a claim, contact support@gentlepatches.com with your order number and a description of the problem.

11. Refused, Undeliverable and Customs-Refused Packages

11.1. If you refuse delivery of an order, or a package is returned to us because the delivery address you gave was incomplete or incorrect, or because it was not collected from the carrier, we will contact you at the email address on your order. We can reship the order for a further shipping charge or, if we cannot reach you within 14 days or you prefer a refund, refund the product price less the original shipping cost and any return shipping and handling costs charged to us by the carrier. If you are an EU, EEA or UK consumer and you withdraw under Section 9, Section 9.4 governs the refund.

11.2. Subject to Section 9 for EU, EEA and UK consumers: if you refuse a package at customs because of import duties or taxes, the carrier may abandon or destroy it and it will not be returned to us, in which case no refund is due. If you instead arrange and pay for the package to be returned to us, we will refund the product price less the original shipping cost once we receive it.

12. Delivery Confirmation, Lost and Stolen Packages

12.1. The carrier's delivery confirmation is proof of delivery, even without a signature. If tracking shows that your package was delivered but you cannot find it, check with household members, neighbors and your building's mail room, and then contact us within 7 calendar days of the delivery date. We will open an inquiry with the carrier and, where the carrier confirms a delivery error, send a replacement or refund.

12.2. We are not responsible for packages stolen after confirmed delivery, but we will help you make a claim with the carrier and, at our discretion, may offer a replacement.

12.3. If tracking shows no movement for 14 business days (the period stated in the Shipping Policy), contact us and we will treat the package as lost and send a replacement or refund your order.

12.4. If you are a consumer in the EU, EEA or UK, the risk of loss or damage passes to you only when you, or a person you nominate other than the carrier, take physical possession of the products. Sections 12.1 and 12.2 do not limit that; if a package is lost or taken before you receive it, we will replace it or refund you.

13. Chargebacks and Payment Disputes

If anything looks wrong with a charge, contact us at support@gentlepatches.com before disputing it with your bank or card issuer. Most billing issues are answered within one business day, and a refund from us reaches you faster than a card dispute. Where a chargeback is filed for a charge that was disclosed and authorized and the products were delivered, we will contest it with our order, consent and delivery records. Section 33 of the Terms of Service describes the consequences of a chargeback that is decided in our favor. Nothing in this Section limits your right to dispute a charge you believe is unauthorized or incorrect.

14. Subscription Orders

Canceling your subscription stops future renewals but does not cancel an order that has already been processed or shipped. A shipped subscription order may be returned under Sections 1 to 3 above if the product is unopened and within the return window, even though the Cancellation Policy describes charges for processed orders as non-refundable. See the Cancellation Policy and Section 31 of the Terms of Service for how to cancel and when cancellation takes effect.

15. Bundles, Promotions and Free Items

If you return part of a bundle or a promotional order, we refund the share of the amount you paid that corresponds to the items you return, less the restocking fee where it applies. For example, if you return two of five items from a bundle for which you paid $90, the refund before any restocking fee is $36. Free items in a bundle count as items for this calculation, so an unopened free item can be returned for its share; an opened free item cannot be returned and reduces the refund by its share. The value of a discount or free item is not refundable and cannot be exchanged for cash or credit.

16. Contact for Returns

Email support@gentlepatches.com with your order number, the products you wish to return, and the reason. Except for withdrawals under Section 9, do not ship anything until we have confirmed your return and given you the return address, as Section 6 above explains.