Refund policy

Please read this policy carefully and contact us if you have any queries.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. You can contact us at support@gelau.com.au

Exceptions / non-returnable items
Certain types of items cannot be returned, like used goods, face masks, perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Change of mind returns, refunds and exchanges

(a) We are not responsible for, and do not offer refunds or exchanges:
• where you have changed your mind and no longer wish to purchase the product(s) you have ordered; or
• where you have made mistakes or errors when finalising your order. This includes, without limitation, any spelling, typographical or grammatical errors, order quantity errors, or providing us with an incorrect delivery address.

(b) We may allow a refund or credit (at our election) on a case-by-case basis for returns provided that the product in question is:
• returned (at your expense) within 7 days of you receiving your order (contact us first);
• not used (with original packaging); and
• not damaged in any way.

(c) Once confirmation of your order has been processed, a cancellation fee of $15.00 may apply to any change of mind request.

Gelau may, at their sole discretion, provide a refund on the return of the Products within 7 days of receiving the product (please contact support@gelau.com.au before sending anything back) where the Product packaging is unopened and the product remains in a saleable condition. You acknowledge and agree that you are liable for any postage and shipping costs associated with any refund pursuant to this clause.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

To be eligible, your item must be unused and in the same condition that you received it. It must also be in the original packaging with all tags.

Refunds and Warranty
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Gelau’ Products come with guarantees that cannot be excluded under the Australian Consumer Law; which is Schedule 2 to the Competition and Consumer Act 2010 (Cth). You are entitled to a replacement or refund for a major failure of the Product and compensation for any other reasonably foreseeable loss or You are also entitled to have the Products repaired or replaced if the Products fail to be of acceptable quality and the failure does not amount to a major failure (the 'Warranty ').
You may make a claim under this clause (the ' Warranty Claim ') for material defects and workmanship in the Products within 12 months from the date of purchase (the ' Warranty Period ').
The warranty does not cover normal wear and tear due to the products being used or damage during transit. It doesn't cover wrong size of face mask, loose or pulled threads in socks, or natural gaps in the knitting.
In order to make a Warranty Claim during the Warranty Period, you must provide proof of purchase to Gelau showing the date of purchase of the Products, provide a description of the Products and the price paid for the Products by sending written notice to Gelau at PO Box 80 Collins St West, Melbourne, Victoria, 8007 or by email at support@gelau.com.au.
Where the Warranty Claim is accepted then Gelau will, at its sole discretion, either repair or replace any defective Products or part thereof with a new or remanufactured equivalent during the Warranty Period at no charge to you for parts or You acknowledge and agree that you will be solely liable for any postage or shipping costs incurred in facilitating the Warranty Claim.
The Warranty shall be the sole and exclusive warranty granted by Gelau and shall be the sole and exclusive remedy available to you in addition to other rights and under a law in relation to the Products to which this warranty
All implied warranties including the warranties of merchantability and fitness for use are limited to the Warranty
The Warranty does not apply to any appearance of the supplied Products nor to the additional excluded items set forth below nor to any supplied Products where the exterior of which has been damaged or defaced, which has been subjected to misuse, abnormal service or handling, or which has been altered or modified in design or construction.