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Return & Refund Policy

At Gentle Route, we aim to provide you with the highest quality products and the best shopping experience. Please review our Returns & Refund Policy to understand the process for returning products received in damaged condition:

1. Damaged Products:

a. We understand that sometimes products may arrive in less than perfect condition due to shipping mishandling or other unforeseen circumstances.

2. Eligibility for Returns:

a. Returns are only accepted for products that are received in a damaged condition. To be eligible for a return and refund, the following conditions must be met:

- The product must be received in a visibly damaged or defective state upon delivery.

- The customer must record an unboxing video before opening the package. This video serves as visual evidence of the product's condition upon arrival.

3. Initiation of Returns:

a. To initiate a return for a damaged product, please follow these steps:

 1. Record an unboxing video before opening the package. Clearly show the condition of the package and product in the video.

  2. Contact our customer support team at thegentleroute@gmail.com within 24 hours of receiving the damaged product. Provide your order number, a description of the damage, and attach the unboxing video.

  3. Our support team will review your request and provide instructions on the return process if your claim is approved.

4. Return Process:

a. If your return request is approved, we will provide you with a return shipping label or arrange for the return of the damaged product at our expense.

b. Ensure that the product is securely packaged for return, including all original packaging materials and accessories.

5. Refund Process:

a. Upon receiving the returned product and verifying the damage, we will process a refund for the full amount of the purchase, including any applicable taxes and shipping fees. Refunds will be issued using the same payment method used for the original order. Please allow a reasonable processing time for the refund to appear in your account.

6. Contact Us:

a. If you have any questions or concerns regarding our Returns & Refund Policy, please contact our customer support team at thegentleroute@gmail.com. We are here to assist you and ensure a seamless resolution to any issues you may encounter.

Thank you for choosing Gentle Route. Your satisfaction and trust are of utmost importance to us, and we are committed to addressing any concerns promptly and fairly.

Gentle Route Team

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