Refund policy

We want you to be happy with your lamp. If you are not, here is exactly how returns work.

Return window

You have 30 days from the day your order is delivered to request a return. Items must be unused, in their original packaging, and in resellable condition.

How to start a return

Email support@gelavie.com with your order number and the reason for the return. We will reply with return instructions for your order, including where to send the item.

Please do not ship anything back before you hear from us. Returns sent without authorisation cannot reliably be matched to an order, and we may not be able to refund them.

Refunds

Once your return is approved and processed we will email you to confirm and issue the refund to your original payment method.

How quickly it reaches you from there is down to your bank or card issuer. Refunds typically appear on a statement within 5–10 business days of being issued, though some issuers take longer. Depending on your bank, the refund may show as a separate credit or simply as the original charge disappearing.

Any shipping you paid on the original order is not refundable.

Damaged or incorrect items

Contact us within 14 days of delivery with your order number and a photo of the problem. If the item arrived damaged or is not what you ordered, we cover it — you will get a replacement or a full refund, at no cost to you.

If your lamp stops working

If your lamp develops a fault in normal use, email support@gelavie.com with your order number and a description of what it is doing. We look at these individually rather than applying a blanket rule, so please get in touch rather than assuming it is too late.

What we cannot accept

Returns requested more than 30 days after delivery, items showing damage from misuse or unauthorised repair, and items shipped back to us without prior authorisation.

Cancelling an order

Orders enter processing within 1–3 business days, so contact us as soon as possible if you need to cancel. Once an order has been dispatched it cannot be cancelled, but you can still return it under this policy.

Questions

Email support@gelavie.com and we will help.