Return & Refund Policy

At gerbina, we are committed to providing high-quality products and a pleasant shopping experience. If you are not completely satisfied with your purchase, we are here to help. Please review our return policy carefully before submitting a return request.

1. Return Period

You have 30 calendar days from the date of delivery to request a return. Return requests submitted after this period will not be accepted unless required by applicable consumer protection laws.

2. Eligibility for Return

To be eligible for a return, items must be returned in their original condition — unused, unwashed, unopened (where applicable), and with all original packaging, tags, and accessories included.

If a product arrives damaged, defective, incorrect, or significantly different from the product description, we will provide a full refund or replacement at no additional cost.

For personal reasons, such as a change of mind or ordering the wrong item, returns are accepted only if the product remains unused and in a resalable condition.

For hygiene and safety reasons, certain products may not be eligible for return after use, including:

• Pet products that have been used or show signs of wear

• Personal care or hygiene-related items

• Opened consumable products

• Toys or gifts that have been damaged, used, or are missing original packaging

• Any product clearly marked as non-returnable on the product page

3. Return Shipping Costs

Return shipping costs depend on the reason for the return.

If the return is caused by a product defect, shipping damage, incorrect item received, or a significant product description issue, gerbina will cover the return shipping cost. We will provide return instructions and, where applicable, a prepaid return label.

If the return is due to personal reasons, such as a change of mind or ordering the wrong product, the customer will be responsible for the return shipping costs. Original shipping fees paid at checkout will not be refunded in these cases.

4. How to Initiate a Return

To start a return request, please contact our customer service team at:

service@gerbina.com

Please include the following information in your email:

• Order number

• Product name and quantity

• Reason for the return

• Photos or videos showing any damage, defects, or incorrect items received (if applicable)

Our customer service team will review your request and respond within 2 business days with further return instructions.

5. Refund Processing

Once your returned item has been received and inspected, we will notify you regarding the approval or rejection of your refund.

Approved refunds will be issued to your original payment method, including credit cards or PayPal,depending on your payment provider's processing time.

You do not need to provide additional payment information for refunds, as all refunds are processed through the original payment method used for your purchase.

Partial refunds may apply if returned items are missing parts, accessories, original packaging, or show signs of use beyond normal inspection.

6. Exceptions and Important Notes

• Any damage or delivery issues should be reported within 7 days of receiving your order. We recommend checking your package carefully upon delivery.

• Some pet products, toys, and gift items may have specific return conditions due to hygiene, safety, or product usage considerations.

• Large quantity or commercial orders may be subject to different return terms. Please contact us before placing bulk orders.

• This return policy does not affect your statutory rights under applicable consumer protection laws.

7. Contact Us

If you have any questions regarding our Return & Refund Policy, please contact us:

Email: service@gerbina.com

We aim to respond to all customer inquiries within 24 hours on business days and are committed to providing a smooth and reliable shopping experience.

Thank you for choosing gerbina.