Returns & Refunds

At gerbina, we want customers to feel confident when shopping with us. If your purchase does not meet expectations or an issue occurs with your order, you may be able to request a return, replacement, or refund under the conditions described below.

1. Return Window

Return requests must generally be submitted within 30 calendar days after the order has been delivered.

Requests received after this period may not be accepted, except where a longer period or other remedy is required under applicable consumer protection laws.

2. Merchandise Requirements

Returned merchandise should be in the condition in which it was received. Unless the return is related to a product problem, items should generally be:

• Unused and unwashed

• Unopened where the product is supplied sealed

• Accompanied by the original packaging

• Returned with applicable tags and accessories

• In a condition that allows the item to be resold

If we send an item that is defective, damaged during delivery, incorrect, or substantially inconsistent with its online description, we will provide an appropriate remedy, which may include a full refund or replacement at no additional cost.

For returns based on personal circumstances, such as changing your mind or selecting the wrong item, the merchandise must remain unused and suitable for resale.

3. Items With Special Restrictions

Certain products may not qualify for a return once they have been opened or used because of hygiene, safety, or product-specific considerations.

This may include:

• Pet products that have been used or display signs of use

• Personal care and hygiene products

• Consumable merchandise that has been opened

• Toys or gift products that have been used, damaged, or returned without their original packaging

• Products specifically identified as non-returnable on their product page

The applicable restrictions will depend on the nature and condition of the product.

4. Who Pays for Return Shipping?

The responsibility for return shipping depends on why the return is being requested.

Returns Caused by an Order or Product Problem

If the merchandise is defective, arrives damaged, is incorrect, or has a significant discrepancy from its product description, gerbina will cover the applicable return shipping expenses.

We will provide instructions for returning the merchandise and, where applicable, a prepaid return label.

Returns for Personal Reasons

If you simply change your mind, select the wrong item, or return an eligible product for another personal reason, you are responsible for the return shipping cost.

Any original shipping fee paid when the order was placed will not be refunded in these circumstances.

5. Starting a Return Request

Before sending anything back, please contact our support team at:

service@gerbina.com

To help us review your request, please provide:

• Order number

• Product name and quantity

• Explanation of the return request

• Photos or videos when the issue involves damage, defects, or an incorrect item

Our team will review the information and normally respond with the applicable return instructions within 2 business days.

Please do not send merchandise to a return address without receiving return instructions from our team first.

6. Inspection and Refunds

After the returned merchandise reaches us, it will be inspected to determine whether it meets the applicable return requirements.

We will then notify you whether the refund has been approved or declined.

For an approved refund, the money will be returned through the same payment method used for the original purchase, such as a credit card or PayPal.

The exact time for the funds to appear in your account depends on the processing schedule of your payment provider. You do not need to provide new payment details for an approved refund.

A partial refund may be issued when returned merchandise is missing components, accessories, or original packaging, or when it shows use beyond what would reasonably be necessary for inspection.

7. Damaged or Incorrect Deliveries

If your package arrives damaged or you discover another delivery-related problem, please notify us within 7 days of receiving the order.

We recommend examining the contents of your package shortly after delivery and keeping relevant packaging or photographic evidence when a problem is discovered.

Certain pet products, toys, and gift merchandise may have additional return restrictions based on their nature, usage, hygiene, or safety requirements.

8. Bulk and Commercial Purchases

Orders involving large quantities or commercial purchases may be subject to return arrangements that differ from this standard policy.

If you are considering a bulk order, please contact us before completing the purchase so that the applicable terms can be clarified in advance.

Nothing in this policy is intended to limit or remove any statutory consumer rights provided by applicable law.

9. Customer Support

For questions concerning returns, refunds, replacements, or any part of this policy, please contact:

Email: service@gerbina.com

Our team aims to respond to customer inquiries within 24 hours on business days.

We appreciate your business and will make reasonable efforts to handle eligible return and refund requests fairly and efficiently.

Thank you for choosing gerbina.