Refund policy

Return window (standard)

We offer a 10-day return policy, which means you have 10 days after receiving your item to request a return.

Important: This is our voluntary (commercial) return policy and does not limit any statutory consumer rights that may apply in your country (see “European Union 14-day right of withdrawal” below). 

Eligibility for returns

To be eligible for a return, your item must be:

  • Unused and unopened (for cosmetics/personal care items)

  • In the same condition you received it

  • In original packaging, with all labels and protective seals intact (if applicable)

  • Accompanied by a receipt or proof of purchase

We reserve the right to refuse returns that show signs of use, opening, tampering, or damage not caused by Gerty Cosmo.

How to start a return

To start a return, contact us at info@gerty.com.

If your return is accepted, we will email you:

  • A return shipping label, and

  • Instructions on how and where to send your package.

Returns sent without prior approval will not be accepted.

For any return questions, contact info@gerty.com.

Damages, defects, or wrong item received

Please inspect your order upon delivery and contact us within 48 hours of delivery if the item is defective, damaged, or incorrect. Include:

  • Your order number

  • Clear photos of the item and packaging (including the shipping label)

We will evaluate the issue and make it right.

Exceptions / non-returnable items

The following items are non-returnable

  • Opened or used cosmetics/personal care products (including skincare), or items with broken seals

  • Custom / personalized items

  • Hazardous materials, flammable liquids, or gases

  • Gift cards

  • Final sale / discounted items (unless required by applicable law)

If you are unsure whether your item is returnable, contact info@gerty.com before initiating a return.

Return shipping costs

  • If the return is due to our error (wrong item, defect, damage in transit), we will cover the return shipping cost.

  • For change-of-mind returns, we provide a label, and the return shipping cost may be deducted from your refund (where permitted by law).

Exchanges

We do not process direct exchanges. The fastest way to get what you want is to:

  1. Request a return, and

  2. Place a new order once your return is accepted

European Union 14-day right of withdrawal

If your order is shipped into the European Union, you may have the right to withdraw from your purchase within 14 days for any reason, subject to legal exceptions. 

Please note: under EU rules, the right of withdrawal does not apply to certain sealed goods that are not suitable for return due to health protection or hygiene reasons once unsealed (this can include sealed cosmetics/personal care items). 

To exercise your right of withdrawal, email info@gerty.com within 14 days of delivery.

Refunds

Once we receive and inspect your return, we will notify you whether your refund is approved.

If approved:

  • Refunds are issued to your original payment method.

  • We aim to process refunds within 10 business days after approval.

  • Your bank or card issuer may take additional time to post the refund.

If more than 15 business days have passed since we approved your return, contact info@gerty.com.