Returns & Refunds

This policy applies to items you buy directly from the Gelllez Shop. It does not apply to products on other retailers' websites that Gelllez links to. For those, please use the retailer's own policy.

If something is wrong with your order

If your item arrives damaged, faulty, or is not what you ordered, email support@gelllez.com within 7 days of delivery. Please include your order number, a short description of the problem, and clear photos. We will replace the item or refund you, whichever you prefer, and we will cover the cost of returning it.

If you change your mind

You can return most items within 7 days of delivery if they are unused, in the same condition you received them, and in their original packaging. Email support@gelllez.com with your order number first, and we will tell you how to send the item back. If you are returning an item only because you changed your mind, you pay for the return delivery.

Items we cannot take back

• Hygiene and personal-care items (for example cosmetics and eyelashes) once they have been opened or used, unless they are faulty.
• Items that have been used, damaged by you, or returned without their original packaging.

Cancelling an order

If your order has not shipped yet, email support@gelllez.com as soon as you can with your order number. If we can stop it, we will cancel it and refund you in full, including delivery.

How refunds are paid

• Refunds go back to the payment method you used on Paystack.
• We aim to complete your refund within 5 to 10 business days after we receive and check the returned item (or, for a cancelled order, after we confirm the cancellation). Your bank or card provider may take extra time to show it.
• For a change-of-mind return, the delivery fee you paid is not refunded. If the problem was ours (a faulty, damaged or wrong item, or an order we could not fulfil), we refund the delivery fee too.

If a payment was taken but your order failed

Sometimes a payment succeeds but the order cannot be completed, for example if an item sold out at the same moment. In that case we will refund you in full. Email support@gelllez.com with your order number or the payment receipt from Paystack.

Your legal rights

Nothing in this policy limits any rights you have under Nigerian consumer protection law.

Contact

Questions about a return or refund? Email support@gelllez.com. See also our Delivery and Terms of Use pages.