Returns Policy
At Gentaur, we strive to ensure your satisfaction with our products. If you receive an incorrect or unopened item within 30 days of delivery, we welcome you to return it for a full refund. In the rare instance of an error on our part, where you receive a different product than the one ordered, we will cover the return shipping costs. To initiate a return for an incorrect item, simply reach out to us with your order number and provide details about the product in question. We will promptly respond with clear instructions on how to proceed with the return.
Please note that, aside from situations involving incorrect items, we do not accept or process returns for any other reasons.
Shipping
GentaurShop is committed to delivering your products promptly and efficiently. We make every effort to dispatch in-stock items on the same or next working day. However, for orders placed later in the day, delivery may extend to the subsequent working day. The actual delivery timeline may vary based on the courier's accessibility to the shipping address or customs clearance for international shipments.
For products not currently in stock or those requiring manufacturing, the delivery period typically ranges from 1 to 4 weeks. For specific details on delivery times, especially for non-stock items, please contact our technical support team.
When placing your order, please acknowledge that the shipping process involves third-party carriers such as TNT, FedEx, UPS, and/or Schenker. It is the customer's responsibility to provide an accurate and verified shipping/delivery address. GentaurShop assures accurate address information input as communicated by the customer and reserves the right to disclaim liability in cases of unexpected delays or errors beyond our control.
Refunds
If, for any reason, you wish to cancel and refund your order before it has been processed, please contact our support team. We define "processed" as the moment your order is added to our ordering system. You can check the status of your order and its eligibility for cancellation and refund by reaching out to our support.
Refunds for canceled orders are typically processed within two weeks. This timeframe includes the processing time on our end (3 to 5 business days) and the processing time required by your bank for our refund request (5 to 10 business days). In many cases, you may receive your refund more promptly. We appreciate your understanding and cooperation in this process.
Exceptions
The following items are not eligible for return or refund:
- Products that have been opened or used
- Products that have been damaged by misuse or neglect
- Products that are expired or beyond their shelf life
- Products that are missing any components or accessories