At Gelome, every product is custom-printed on demand. We take quality seriously and stand behind the products we ship. Please read this policy carefully before placing your order.

1. Cancellation Policy

1.1 Before Production Begins

You may request cancellation within 2 hours of placing your order by writing to gelomeopscs@gelome.com with your Order ID. Cancellation requests are subject to the order's actual fulfilment status. A request made within Gelome's 2-hour customer-request window does not guarantee that the order can still be cancelled if fulfilment or production has already progressed. If cancellation is accepted before production begins, Gelome will initiate a refund to the original payment source. Any applicable payment-gateway charges that are non-refundable may be deducted from the refund.

1.2 After Production Begins

Once Printrove has processed/printed the order, it becomes non-cancellable under Printrove's cancellation policy. Because orders can enter processing immediately, Gelome's 2-hour cancellation window is a best-effort request window and does not guarantee cancellation.

Payment Confirmation Failures

In rare cases where payment is received but order confirmation cannot be generated due to a technical error, Gelome will contact you to confirm the order or process a refund within 5–7 business days.

2. Defective, Damaged or Incorrectly Fulfilled Products

If you receive a product that is defective, damaged in transit, materially incorrectly printed, or incorrectly fulfilled by our fulfilment partner (for example, the wrong product, colour, design or size was shipped), please report the issue by using our report a defect form, within the applicable reporting period and provide the evidence requested.

•         If the claim is verified, Gelome will provide a full refund of the amount paid for the affected order, including applicable payment-gateway charges, without requiring you to return the affected product.

•         Gelome does not arrange reverse pickup for verified defective or incorrectly fulfilled products. You may retain the product, donate it, or recycle/dispose of it responsibly.

•         For shipments confirmed as lost in transit by Printrove/the logistics partner, Gelome will process the applicable full refund after receiving the required confirmation from Printrove/the logistics partner.

•         Reporting Deadlines: Customers must report physical transit damage, holes, tampered packaging, or non-delivery issues within 24 hours of delivery, and all other eligible defects or fulfilment errors within 3 days of delivery. This window enables Gelome to investigate the issue and submit claims to the supplier within the supplier's mandatory claim window. Claims submitted beyond these timeframes will be deemed ineligible for resolution.

3. Product-Specific Size Information

Size and fit information is provided on the relevant product page. Please review the applicable product-page size chart carefully before ordering.

4. Customer-Initiated Changes, Exchanges, and Returns

·         Made-to-Order Policy: Because all Gelome products are custom-manufactured upon order placement, Gelome does not accept returns, exchanges, or refunds for buyer errors (such as selecting the wrong size, colour, or design), change of mind, or subjective dissatisfaction with a correctly fulfilled product.

·         Order Modifications & Post-Production Changes: Once an order is transmitted to our production partner, designs, garment sizes, product variants, and shipping addresses cannot be modified or cancelled.

·         Defect & Fulfilment Exceptions: This policy does not apply to products that arrive physically damaged, defective, or incorrectly fulfilled by Gelome or our fulfilment partner. Such cases are eligible for full investigation and resolution via our Report a Defect page in accordance with our evidence requirements.

5. How to Report a Defect or Fulfilment Error

Every Gelome product is custom-printed on demand. Please review our strict evidence requirements before initiating a claim.

Please submit the Report a Defect form via the link on our Report a defect page. Claims for physical transit damage, holes, or tampered packaging must be submitted within 24 hours of delivery. All other eligible defects or fulfilment errors must be reported within 3 days of delivery. If you cannot access the form, email gelomeopscs@gelome.com with your Order ID and the required evidence.

Important Evidence Requirements:

1. Mandatory Baseline for ALL Claims:

To process any refund or replacement, the following evidence is strictly required for all claims:

Your Order ID.
Images of the product in full view.
An image of the UID Label / Barcode Sticker attached to the product packaging.
Images or videos clearly showing the defect.

2. Specific Evidence Based on Issue:

Physical Damage, Holes, Missing Items, or Tampered Packaging: A continuous, unedited unboxing video is strictly mandatory. (Note: If outer packaging appears tampered with, please reject the delivery. If accepted, an unboxing video is required to process your claim). Photos of the outer courier packaging are also required.

Print Misalignment: Photographs showing the print misalignment being measured with a measuring tape.

Size-Related Manufacturing Issue: We do not accept exchanges for ordering the incorrect size. However, if the garment received does not match our published size chart, you must upload photos of the product laid flat and being measured with a measuring tape.

Wrong Item / Product Delivered: Photographs of the incorrect product received alongside the shipping label.

Claim Resolution & Refunds:

If your claim is verified, Gelome will provide a full refund of the amount paid for the affected order (including applicable payment gateway charges). Gelome does not arrange reverse pickups for verified defective or incorrectly fulfilled products. You may retain the product, donate it, or recycle/dispose of it responsibly. Claims submitted after the applicable reporting period will not be accepted.

6. Resolution of Verified Claims

  Full Refund for Verified Claims: For any verified defective, transit-damaged, or incorrectly fulfilled product, Gelome will issue a full refund of the amount paid for the affected item(s), including applicable taxes and payment gateway charges, without requiring a physical return.

  No Reverse Pickups: Gelome does not arrange reverse pickups for verified defective or incorrectly fulfilled products. You may retain, donate, or responsibly recycle the item. Product replacements are not provided.

  Lost in Transit: For shipments confirmed as lost in transit by our logistics carrier, Gelome will automatically initiate a full refund upon receiving the formal supplier / courier confirmation.

  Settlement Timeline: Refunds are processed within 24 to 48 hours of claim approval and typically credit to your original payment method within 5 to 7 business days, depending on your bank or payment provider's settlement schedule.

 7. Refund Policy

Refunds may be issued for verified defective, damaged or incorrectly fulfilled products, and for shipments confirmed as lost in transit by Printrove/the logistics partner. No refund is provided where the issue or RTO resulted from customer error, including an incorrect size, colour or design selection, change of mind, incorrect or incomplete address, refusal of delivery, failure to respond to delivery attempts, future delivery or self-pickup requests, closed premises, or other customer-caused delivery failure.

•         For eligible verified claims, Gelome will refund the full amount paid for the affected order, including applicable payment-gateway charges.

•         Refunds are normally processed within 5–7 business days after claim approval. Additional bank or payment-provider processing time may apply.

Refused / RTO Deliveries

Because every product is custom-manufactured specifically for your order, Gelome does not issue refunds for customer-caused or serviceability-related RTOs. If the customer contacts Gelome within 15 days of the RTO notification and the returned order is still available for re-shipping, Gelome may arrange re-shipping of the original order upon payment of the applicable re-shipping charge.

⚠ An order is normally initiated for Return to Origin (RTO) after unsuccessful delivery attempts or when the shipment is otherwise marked for return. RTO orders are returned to supplier’s fulfilment centre. Gelome requires the customer to contact Gelome within 15 days of the RTO notification if they wish to request re-shipping. Any re-shipping is limited to the original returned order and is subject to the product still being available for re-shipping. No changes can be made to the original order, including the product, design, colour, size, quantity, shipping address or other order details. Re-shipping is subject to the applicable re-shipping charge. No refund will be issued for customer-caused RTOs, and if the customer does not contact Gelome within 15 days, no refund or re-shipping request will be entertained.

A delivery may be marked as Return to Origin (RTO) for reasons published by the supplier or courier, including: customer not contactable, incomplete or incorrect address, COD amount not ready where COD applies, future delivery requested by the customer, self-pickup requested by the customer, customer refused delivery, door/premises/office closed, or pin code not serviceable. Standard RTO terms apply in all cases. If a pin code becomes unserviceable after the order is placed, the supplier or courier states that no refund will be processed for that RTO.

8. Colour & Design Disclaimer

Product images on gelome.com are for representational purposes. Due to screen calibration differences, photography lighting conditions, and the nature of direct-to-garment (DTG) or direct-to-film (DTF) printing, minor variations in colour tone and print shade between the displayed image and the delivered product are inherent and expected. Such minor variations do not constitute a defect and are not eligible for exchange or refund.

9. Right to Refuse

Gelome reserves the right to refuse any exchange or return request that does not meet the conditions outlined above. Our customer support team's assessment of submitted evidence will be final in determining eligibility.

 

Contact Us

For all exchange, return, and refund queries:

gelomeopscs@gelome.com

Working Hours: 10 AM – 7 PM, Monday to Friday (business days)

Please include your Order ID in all communications.