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Refund policy

 

  1. Hassle-Free Returns & Refund Policy
  2. At GentleTrot, we want you to love your purchase. If things don’t work out, we’ve made our return process as straightforward as possible.
  3. How to Start a Return
  4. If you’re not 100% satisfied, you have a 14-day window from the day your package arrives to mail it back to us.
  5. Step 1: Contact us at service-vip@gentletrot.com for the correct return address. (Please do not use the address on the shipping label).
  6. Step 2: Ensure the item is in its original packaging with tags attached. Please note: If the item is returned without its original packaging, a USD15 restocking fee will be deducted from your refund.
  7. Step 3: Once approved, simply ship it back within 30 days.
  8. When are you eligible for a full refund?
  9. You Are Not Satisfied: If you aren’t happy with your purchase, you can return it within our eligible return window (provided the item is in its original, unused condition).
  10. Item Not as Described: The product does not match the description or photos on our website.
  11. Incorrect or Damaged Item: You received the wrong item, or it arrived defective/damaged.
  12. Lost in Transit: Your package has not arrived within 60 days of the shipping date.
  13. Pro-Tip: If you are unhappy with the product, please reach out! We often have tips or alternative solutions that can help you get the most out of your GentleTrot items.
  14. Special Note on Pillows
  15. Because pillows are personal hygiene items, we have a specific “hygiene” policy:
  16. Defects: If the pillow is damaged or defective, we’ll replace or refund it immediately.
  17. Change of Mind: For non-defective pillows, please initiate your return within 7 days of delivery to ensure the item remains in a hygienic, re-sellable condition.
  18. Shipping & Delivery Tips
  19. To ensure your refund goes smoothly, please keep these tips in mind:
  20. Accept the Delivery: If you change your mind, please accept the package first and then contact us. “Rejected” packages are often lost in transit and cannot be tracked for a refund.
  21. Shipping Costs: Customers are responsible for the return shipping costs. Please note that original shipping fees are non-refundable.
  22. Double-Check Your Address: We want your order to reach you! Please ensure your shipping address is 100% correct at checkout.
  23. Note: If an order is lost or undeliverable due to an address error provided at checkout, we unfortunately cannot offer a replacement or refund. If the package is returned to our warehouse, we will gladly refund you the cost of the item, minus the shipping fees.
  24. Fast Refunds
  25. Once your return arrives at our warehouse, we will inspect it and notify you within 7 business days. If approved, your refund will be processed immediately back to your original payment method.
  26. Have questions? We’re here to help! Reach out to us at service-vip@gentletrot.com and our team will guide you through every step.