Return Policy
At Ganelu, we want you to feel confident with every purchase. If you are not completely satisfied with your order, we are here to help.
30-Day Return Policy
You have 30 days from the date you receive your order to request a return.
To be eligible for a return, the item must be:
- Unused or in the same condition that you received it
- In its original packaging
- Complete with all accessories, manuals, and parts included
- Accompanied by proof of purchase or order confirmation
For hygiene and safety reasons, products that have been heavily used, damaged by the customer, or returned without original packaging may not be eligible for a refund.
How to Request a Return
To start a return, please contact us at:
Email: contact@ganelu.com
Please include:
- Your full name
- Your order number
- The reason for the return
- Photos or videos if the item arrived damaged or defective
Once your return request is reviewed, we will provide you with further instructions.
Damaged, Defective or Incorrect Items
Please inspect your order when it arrives.
If your item is damaged, defective, or you received the wrong product, contact us as soon as possible at contact@ganelu.com with photos or videos of the issue.
If the problem is confirmed, we will offer a suitable solution, which may include a replacement, refund, or store credit.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method.
Please note that it may take several business days for your bank or payment provider to process and display the refund.
Return Shipping Costs
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
Original shipping costs are non-refundable unless the return is due to an error on our part.
Non-Returnable Items
We may not accept returns for:
- Items used in a way that affects hygiene or resale condition
- Items damaged due to misuse, improper handling, or accidental damage
- Items returned after the 30-day return period
- Items without proof of purchase
- Gift cards or promotional items, where applicable
Exchanges
We only replace items if they are defective, damaged, or incorrect.
If you need an exchange, please contact us at contact@ganelu.com.
Late or Missing Refunds
If you have not received your refund after approval, please first check your bank account again.
Then contact your payment provider, as processing times can vary.
If you have done this and still have not received your refund, contact us at:
Contact Information
For any questions about returns or refunds, please contact us:
Ganelu
Email: contact@ganelu.com
Address: Estrada da Ribeira Seca 108, 9200-124, Machico, Portugal