Política de reembolso

Return & Refund Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it — unworn or unused, with tags where applicable, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, contact us at zachepilka.sv@gmail.com. Please do not send your order back before contacting us. We will provide you with the return address and instructions for sending your package.

Items sent back without first requesting a return may not be accepted.

The customer initially pays the return shipping cost. Once the return has been received and approved, Gentora will reimburse the approved return shipping cost together with the refund for the returned item. Please keep your shipping receipt as proof of the return shipping cost.

For any return questions, contact us at zachepilka.sv@gmail.com.

Damages and issues

Please inspect your order when you receive it. If your item is defective, damaged, or you receive the wrong item, contact us as soon as possible at zachepilka.sv@gmail.com so we can evaluate the issue and provide an appropriate solution.

Exceptions / non-returnable items

Certain products cannot be returned under the standard right of withdrawal when they have been made or personalised specifically for you.

This includes products with:

personalised engraving;
custom names or initials;
custom text or messages;
other individual modifications requested by the customer.

This exception does not affect your rights if the personalised product arrives damaged, defective, incorrect, or does not correspond to your order.

Please contact us if you are unsure whether your item is eligible for return.

Exchanges

If you would like a different product, the simplest option is to return the eligible item you received and, once the return has been accepted, place a new order for the desired product.

European Union 14-day cooling-off period

If your order is delivered to a country within the European Union, you have the right to withdraw from an eligible distance purchase within 14 days of receiving the goods, without providing a reason, subject to applicable exceptions such as clearly personalised goods.

To exercise this right, contact us at zachepilka.sv@gmail.com within the applicable 14-day period.

Refunds

We will notify you once we have received and inspected your return and inform you whether the refund has been approved.

If approved, the applicable refund will be issued to your original payment method. Gentora will also reimburse the approved return shipping cost in accordance with the return procedure above.

Please remember that your bank or card provider may require additional time to process and post the refund after it has been issued.

If you have not received your approved refund, please contact us at zachepilka.sv@gmail.com.