Return & Refund Policy
Effective Date: November 11, 2026
Last Updated: November 11, 2026
1. Your Options After Delivery
We provide a route for eligible voluntary returns and for resolving defective, damaged, incorrectly supplied, or undelivered goods purchased through https://geltora.com. The voluntary arrangements in this policy operate alongside the consumer protection rights that apply to your purchase. Where the law provides a more favorable right or shorter repayment deadline, the law takes precedence.
2. Thirty-Day Voluntary Return Request
You may ask to return eligible merchandise because you changed your mind within 30 calendar days after delivery. The period begins on the date the goods are delivered, not the date of payment. Claims involving faulty or otherwise nonconforming goods may be available beyond this voluntary window under applicable law.
3. Tell Us What You Want to Return
Email service@geltora.com with your order number, the item involved, and why you wish to return it. If there is a problem with the merchandise, describe the issue and provide photographs if reasonably practical. We will review the request, explain the available resolution, and provide instructions. If physical return is necessary, you will receive the authorized shipping destination for the case.
4. Preparing Goods for a Change-of-Mind Return
For an ordinary voluntary return, an item should generally be unused and kept in the condition received, with supplied components, accessories, and any accompanying documentation. Please keep the original packaging where reasonably possible. This condition does not remove the right to inspect goods where law allows or any remedy for faulty, damaged, or misdescribed merchandise.
5. Circumstances Where an Exception Can Apply
Certain categories may be excluded from voluntary change-of-mind returns where legally permitted. Examples can include genuinely personalized goods or specified sealed hygiene-sensitive products after their protective seal is broken. Any applicable item-specific exclusion should be made clear before the purchase. The legal rights attached to defective or wrongly supplied items remain available.
6. Responsibility for Return Shipping
If an eligible return is solely because you changed your mind, you generally pay the return postage, unless we agree otherwise or applicable law requires us to cover it. If a product arrived damaged, is defective, differs from what you ordered, or is otherwise nonconforming, we bear reasonable applicable return costs or provide another lawful remedy. Please contact us before buying a return-shipping service for a problem with supplied goods.
7. Do Not Assume the Registered Address Is a Returns Depot
The company address in the business details below is used to identify the operating company. It is not automatically a parcel returns center or fulfillment warehouse. Only post a physical return to the address supplied in the authorized instructions for your specific request. Keep proof of postage and tracking information until the matter is resolved.
8. Review of a Returned Item
When a physical return is reasonably required, the goods may be inspected after receipt. We will explain the outcome, including whether a refund, replacement, repair, exchange, or another remedy applies. Where the law requires repayment at an earlier stage or permits a remedy without sending goods back, that legal requirement overrides this process.
9. When and How Refunds Begin
For an approved refund, we initiate repayment to the original payment method within 10 business days after refund approval, unless applicable law imposes a shorter deadline or a different method. Your bank, card issuer, or payment service may need additional time to display the credit. Starting the refund and receiving the funds in your account are separate steps.
10. Restocking Charges
We do not charge a restocking fee for an approved return. If you are responsible for return postage in a voluntary change-of-mind case, that is a transportation charge rather than a restocking charge.
11. Exchanges and Replacements
If you would prefer another variation or a replacement, explain your preference when contacting support. An exchange is subject to stock availability and the circumstances of the request. When an exchange cannot be arranged, an eligible refund or another applicable remedy may be offered. Mandatory rights to repair, replacement, or refund are not reduced.
12. Requesting Cancellation Before Dispatch
Contact service@geltora.com as early as possible if you wish to cancel an order before shipping. We will attempt to help but cannot always stop an order after it enters fulfillment or reaches the carrier. Applicable statutory withdrawal and cancellation rights continue to apply.
13. Consumer Law and Further Assistance
Nothing here excludes rights relating to withdrawal, non-delivery, repair, replacement, price reduction, refunds, or goods not conforming to the agreement. Send questions about an order, voluntary return, or legal remedy to service@geltora.com and include the order reference.
Business and Contact Information
Operating Company: Wuhan Yankexin Trading Co., Ltd.
Unified Social Credit Code (USCC): 91420114MAKC65N072
Company Address: Factory Building 6-1351, No. 91 Huayuanwan 2nd Street, Daji Street, Caidian District, Wuhan, Hubei Province
Support Email: service@geltora.com
Contact Phone: +86 13653761948
Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)