Order Cancellations
Orders can be cancelled prior to shipment. For the quickest response and to avoid disappointment, please contact our customer service team by phone during office hours. Alternatively, you can email us at info@gelous.co with your order number. If you don’t have the order number, please include your shipping address, phone number, and full name. Please be aware there may be a delay in response via email, and we are unable to make any changes once your order has been shipped.
Within 1 hour
If you cancel within one hour of placing your order, you’ll receive a full refund. Refunds typically take 5-10 business days to process.
After 1 hour, before shipment
If you cancel before your order has been assigned a tracking number, we can offer store credit or a refund. Store credit takes 1-3 business days to process and is valid for 3 years. Refunds are processed within 5-10 business days.
30 Day Money-Back Guarantee
If you've purchased a Starter Kit, Super Starter Kit, or Ultimate Starter Kit and after completing Gelous Academy decided Gelous isn't for you, we'll give you a full refund within 30 days of purchase. To be eligible:
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Your order must include a Starter Kit, Super Starter Kit, or Ultimate Starter Kit.
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You must have completed
Gelous Academy before requesting a refund.
- You must contact us at info@gelous.co within 30 days of receiving your order.
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Proof of purchase must be provided.
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Your entire order must be returned, including all products and components in their original packaging.
- Products may be opened or used as part of completing Gelous Academy.
Returning your product
To return your product:
- Email us at info@gelous.co with the reason you require a return, and the order number of the order you will be returning. If you don't have your order number, please provide your shipping address, phone number and full name.
- Our Gel Nail Polish expert will first troubleshoot any issues you are having to see if we can help you get the result you want. If you are based in Auckland, we can set up an in-person appointment if this is preferred.
- If you still require a refund, we will email you our Returns Form. Please fill out all details and include it in your return.
- Once your return is received, inspected and approved, we will issue you a refund for the same value as your returned item(s) at the time of purchase. If your return is not approved, we will notify you via email.
Terms and conditions
Please check our terms and conditions:
- A completed Returns Form must be included with your return.
- The refund applies to the product price only and excludes shipping costs.
- Return shipping is at your expense. We recommend using a trackable service or purchasing shipping insurance, as we cannot guarantee receipt of untracked returns.
- Items must be packaged securely and arrive undamaged. Use a strong cardboard box, bubble wrap, or the eco-wrap your order arrived in.
- You will be refunded to your original payment method.
- Refunds take 3-7 business days to process.
- Sale items or items purchased with a discount code will be refunded at the discounted price paid.
Change of Mind Store Credit
If you've changed your mind about a purchase, we can offer store credit to the same value. To be eligible:
- You must contact us at info@gelous.co within 30 days of receiving your order.
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Proof of purchase must be provided.
- All products must be unused, in good condition, and in their original packaging.
Returning your product
To return your product:
- Email us at info@gelous.co with the reason you require a return, and the order number of the order you will be returning. If you don't have your order number, please provide your shipping address, phone number and full name.
- We will email you our Returns Form. Please fill out all details and include it in your return.
- Once your return is received, inspected and approved, we will issue you store credit for the same value as your returned item(s) at the time of purchase. If your return is not approved, we will notify you via email.
Terms and conditions
Please check our terms and conditions:
- A completed Returns Form must be included with your return.
- Store credit applies to the product price only and excludes shipping costs.
- Return shipping is at your expense. We recommend using a trackable service or purchasing shipping insurance, as we cannot guarantee receipt of untracked returns.
- Items must be packaged securely and arrive undamaged. Use a strong cardboard box, bubble wrap, or the eco-wrap your order arrived in.
- Store credit is valid for 3 years from the date of issue and takes 1-3 business days to process.
- Sale items or items purchased with a discount code will be credited at the discounted price paid.
- Components of pre-curated Kits, Bundles, and Packs must be returned as a complete set and cannot be returned individually.
Faulty Product
If you have received a faulty product, we will replace it for the same product. To be eligible, your product must:
- Have been purchased within 1 year (electronics) or 30 days (all other products). Receipt proof must be provided.
- Be inspected and deemed faulty.
- Not be damaged from poor customer care. Possible damages caused by poor customer care include:
- Not wiping the Gel Nail Polish neck and rim after use, stopping it from being airtight.
- Using Gel Nail Polish the sun, or near the Gel Nail Lamp when it is on, causing it to start to cure.
- Storing in the bathroom, where temperatures fluctuate.
If you believe your product is faulty and you would like to receive a replacement, please email info@gelous.co with:
- Images or videos showing what you received (including the packaging).
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Gel Nail Lamp: Also include a photo of the sticker found between the base plate and lamp body.
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Gel Nail Polish: Also include a photo of the sticker on the bottom of the bottle.
- Your original order number.
- Your postal address, email address and phone number.
If your replacement request is rejected, we will contact you via email. If your replacement request is approved, we will ship your replacement item or prepare for pick-up if this is requested.
Missing or Damaged Product
If your order arrives damaged, your order does not arrive, or your order has items missing from it, we will replace it. To be eligible, your product must have been delivered within 7 days. Receipt proof must be provided.
Damaged Product
Email info@gelous.co with:
- Images or videos showing the damaged product (including the courier satchel or box).
- Your original order number.
- Your postal address, email address and phone number.
Order Hasn't Arrived
Email info@gelous.co with:
- Your original order number.
- Your postal address, email address and phone number.
Missing Items From Order
Email info@gelous.co with:
- Images or videos showing what you received (including the courier satchel or box).
- Your original order number.
- Your postal address, email address and phone number.
We will contact you via email regarding the outcome of your enquiry.
