Gelagen Refund Policy

Orders placed through this website and matched to lot GEL-26/GE-6362 are the ones this policy covers. A bottle bought elsewhere is not.

What comes back is the money paid for the bottles on that order. The window is 60 days long and it runs from the date of purchase, which is the date on your confirmation email rather than the day the parcel landed on the mat. Those two are usually a week apart, and it is always the first one that counts.

The window belongs to the order rather than to the bottle. A six-bottle order is one purchase made on one day, so all six sit on the same 60 days whether a jar was opened in the first month or the fifth. A reorder starts a fresh window of its own, on its own date, under its own order ID.

The seller asks for at least 30 days of use before a request, in the answer quoted in full on the guarantee page. Read plainly, that is a request for a part-used parcel: nothing in the seller’s wording asks for a sealed jar, and nobody here will ask you for one either.

The act that claims the window is the telephone call. Ring +1 (302) 200-3480 with the order ID inside the 60 days and say you want to return. The parcel can follow afterwards; the call is the part that has to happen while the window is open.

One thing is worth doing on the day the parcel arrives and it takes a minute. Write the purchase date from the confirmation email somewhere you will find it again, with the order ID beside it. Those two lines are the whole of what a return needs, and hunting for them 60 days later in a full inbox is how a straightforward claim turns into a long afternoon.

Return postage is the buyer's, and a parcel posted without the telephone call first is one nobody can match to a payment.

Postage back is the buyer’s cost in every case, and a tracked service is the one worth paying for. The tracking number is the only document either side has that shows where a parcel got to, so keep the receipt until the money is on the card rather than until the box is out of the house.

Bottles that did not come from this checkout sit outside the policy altogether. A jar from a marketplace listing or a reseller carries no order ID on this desk’s record and cannot be traced to lot GEL-26/GE-6362, so there is no purchase here to refund it against. Why one channel is the page that goes into that.

Two figures the seller leaves to the checkout are worth settling on the call rather than discovering afterwards: whether the shipping charge added to the two-bottle pack comes back alongside the purchase price, and what becomes of the six digital guides that travel with three- and six-bottle orders. Order support can answer both before the parcel goes out.

And one boundary that is not about money at all. This is a purchase policy. It says the seller will take the bottles back and return what was paid for them; it says nothing about what the gummies do, and no page on this website offers the window as evidence of anything except a willingness to take a return.

Nor is anything refunded twice. A card already credited for an order is the end of that order, and a second parcel sent against the same order ID arrives with nothing left to match it to.

The refund is issued 3 to 5 business days after the return is credited and the money takes another 5 to 10 days to appear on the card, which is why a return posted on day 59 is not a refund on day 60.

The whole sequence, in order: the call goes in inside the 60 days, the parcel takes however long the post takes, the returns address opens it and credits it, 3 to 5 business days pass before the refund is issued, and 5 to 10 days pass after that before the card shows it. Two to three weeks from the day you post is the realistic figure to plan around.

Business days and plain days are doing different work in that sentence, and keeping them apart saves a worried telephone call later. The 3 to 5 business days counts working days, so a return credited on the Thursday before a public holiday can spend the better part of a week on a step described in single figures. The 5 to 10 days that follows is counted in ordinary days and belongs to the card issuer.

A request made on day 59 is inside the window and perfectly valid. It just means the money will not appear for a fortnight or more after that, which is exactly the stretch in which people ring to ask whether something has gone wrong. Usually nothing has, and the order ID plus the tracking number is what settles it in one call.

If you would rather watch a calendar than a clock, make the call in the seventh or eighth week instead of the ninth. It changes nothing about what you are owed and a good deal about how much of the wait is spent wondering.

Weekends and public holidays fall where they fall in all of this, and neither clock pauses for a query. Ringing in the middle of the second one gets you a date rather than a new process, which is worth knowing before you spend the call.

Returns go to 500 Park Avenue, Floor 8, New York, NY 10022, USA, with your full name, the email on the order and the order ID on paper inside the parcel.

The office at 1740 Broadway, Floor 15, New York, NY 10019, USA is where this desk trades and where correspondence arrives. Bottles sent there have to be forwarded before anyone can open them, which adds days to something already running on two clocks, and it is not a counter anything can be handed in at.

Each of the three details inside the box is doing a job. The order ID matches the parcel to a payment. The email address matches it to you if a digit of the ID has been mistyped. The name is what the person opening the box reads first. Bottles with no paper at all are a box that cannot be credited to anybody, and that is the commonest way a return goes slow.

Send the bottles you actually have, opened ones included, and post with a tracked service. Ring +1 (302) 200-3480 before any of it: the call is what puts the return on the record against your order, and every step after it is easier once that has happened.

Orders through this website are matched to lot GEL-26/GE-6362 with certificate reference GEL-6362-26-GE, and those are the two references order support will read back when it finds your order. Both addresses and what each one does are set out in full on the contact page.

If the tracking says delivered and nothing has moved at your end a week later, that is the moment to ring rather than to post a second parcel. Order support can find the return against the order ID and say which of the two clocks it is sitting on.