Refund policy
RETURN POLICY
If you are not entirely satisfied with your purchase, we are here to help.
Returns
You may return your purchase within fourteen (14) days of receiving your order, in accordance with the return instructions provided by Gekko Agency.
During this 14-day period, you are required to take reasonable care of the Product and its packaging. You may only use the Product to the extent necessary to inspect its nature, characteristics, and specifications.
The Customer must return the Product(s) without undue delay and no later than fourteen (14) days after notifying us of their decision to cancel the purchase.
Damaged or Incorrect Product
If you receive a damaged or incorrect Product, please notify us immediately by email at returns@gekkoagency.com. We may request photographic evidence to assess the issue.
Product Not Received
If you have not received your order within the estimated delivery timeframe, please first check the tracking information provided by the carrier. If your order has still not arrived, please allow an additional five (5) working days before contacting us via the contact form on the Webstore or by email at returns@gekkoagency.com.
Conditions for Returning a Product
Before returning a Product, please ensure that:
- The Product was received within the last fourteen (14) days;
- The Product is returned in its original packaging with all original tags attached;
- The Product has not been worn, washed, altered, or otherwise used;
- The Product shows no signs of wear, damage, or use.
Exceptions to the Right of Withdrawal
The right of withdrawal does not apply in the following circumstances:
- The Product cannot be returned due to hygiene or health protection reasons and its sealed packaging has been opened after delivery;
- The Product consists of personalized or custom-made merchandise;
- The Product has been altered, damaged, or otherwise compromised by the Customer.
How to Cancel and Return a Product
To cancel the purchase of a Product, the Customer must follow the instructions provided on the Return Form or clearly inform Gekko Agency in writing of their decision to cancel the order.
Cancellation requests for an order can be made through the account page or through the cancellation form.
The Customer bears the risk and burden of proof regarding correct and timely compliance with the return and cancellation instructions.
The Customer is responsible for the costs of returning the Product.
Please include the completed Return Form with your return shipment.
We strongly recommend using a trackable shipping service and purchasing shipping insurance. Gekko Agency cannot guarantee receipt of returned items and is not responsible for returns lost in transit.
Refunds
Once we have received and inspected the returned Product(s), we will process the refund as soon as reasonably possible.
Refunds will be issued using the same payment method used for the original order, unless otherwise agreed between Gekko Agency and the Customer.
Return Address
Gekko Agency B.V.
Van Graftstraat 10
3088 GL Rotterdam
The Netherlands
Please return the Product(s) in their original packaging to the address above.
For additional information regarding returns, cancellations, and consumer rights, please consult our Terms of Service.
