Order Cancellations
You are able to cancel your order prior to shipment. If you wish to cancel your order, please get in touch with us at info@gelous.co with your order number. If you don't have your order number, please provide your shipping address, phone number and full name.
Within 1 hour
If you cancel your order within one hour of it being placed, we are able to offer a full refund. A refund takes 5-10 business days to be processed.
After 1 hour, before shipment
If you cancel your order prior to it being allocated a tracking number, we are able to offer you store credit. Store credit lasts 1 year from the date of issue. Processing time for store credit is 1 week.
Change of Mind
If you've changed your mind about a product you have purchased, we can offer you store credit or an exchange for the same priced item. To be eligible, your product must:
- Have been purchased within 30 days. Receipt proof must be provided.
- Be unused.
- Be in good condition.
- Be in its original packaging.
Returning your product via post
- Notify us about your return by emailing info@gelous.co with your order number and product(s) you will be returning. If you don't have your order number, please provide your shipping address, phone number and full name.
- Mail your product:
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New Zealand & rest of world: Gelous, 3A Whetu Place, Rosedale, Auckland 0632.
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Australia: Gelous, 7/1-3 Business Drive, Narangba, Queensland, Australia 4504.
- Enclose your name and order number in your return.
- Ensure your product does not arrive damaged by using appropriate packaging, such as bubble wrap or the eco-wrap your product arrived in.
- Consider using a trackable shipping service or purchasing shipping insurance, otherwise we can’t guarantee that we will receive your returned item. You will be responsible for paying for your own shipping costs for returning your product. Depending on where you live, the time it may take for your product to reach us may vary.
- Once your return is received, inspected and approved, we will issue you store credit for the same value as your returned item at the time of purchase. If your return is not approved due to its condition, we will notify you via email.
Returning your product at our store
- Visit us during our opening hours (see bottom of website) with your purchase receipt email or order confirmation email.
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New Zealand store: Gelous, 3A Whetu Place, Rosedale, Auckland.
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Australian store: Gelous, 7/1-3 Business Drive, Narangba, Queensland, Australia.
- Once your return is received, inspected and approved, we will issue you store credit for the same value as your returned item at the time of purchase. If your return is not approved due to its condition, we will notify you.
Terms and conditions
- Store credit lasts 3 years from the date of issue.
- Refunds will not be issued for change of mind returns.
- Store credit takes 3-7 business days to process.
- Sale items or items that used discount codes will be credited at the discounted price.
- If you opt for an exchange instead of store credit, you are eligible to pay shipping costs.
- Individual components of Multi-Polish & Lamp Packs and Multi-Polish Packs cannot be swapped out - only full packs can be returned.
- Individual components of Polish & Lamp Packs can be returned, but store credit will only be given at the discounted price. Alternatively, Gel Nail Polish colours from our Polish & Lamp Packs can be swapped for another Gel Nail Polish colour of the same price.
- Basic Pack: discounted by 15.4%.
- Basic Pack with Builder Gel: discounted by 17.8%.
- Essentials Pack: discounted by 18.4%.
- Essentials Pack with Builder Gel: discounted by 20.1%.
- Starter Pack: discounted by 19.5%.
- Starter Pack with Builder Gel: discounted by 20.9%.
Faulty Product
If you have received a faulty product, we will replace it for the same product. To be eligible, your product must:
- Have been purchased within 1 year (electronics) or 30 days (all other products). Receipt proof must be provided.
- Be inspected and deemed faulty.
- Not be damaged from poor customer care. Possible damages caused by poor customer care include:
- Not wiping the Gel Nail Polish neck and rim after use, stopping it from being airtight.
- Using Gel Nail Polish the sun, or near the Gel Nail Lamp when it is on, causing it to start to cure.
- Storing in the bathroom, where temperatures fluctuate.
If you believe your product is faulty and you would like to receive a replacement, please email info@gelous.co with:
- Images or videos showing what you received (including the packaging).
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Gel Nail Lamp: Also include a photo of the sticker found between the base plate and lamp body.
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Gel Nail Polish: Also include a photo of the sticker on the bottom of the bottle.
- Your original order number.
- Your postal address, email address and phone number.
If your replacement request is rejected, we will contact you via email. If your replacement request is approved, we will ship your replacement item or prepare for pick-up if this is requested.
Missing or Damaged Product
If your order arrives damaged, your order does not arrive, or your order has items missing from it, we will replace it. To be eligible, your product must have been delivered within 7 days. Receipt proof must be provided.
Damaged Product
Emailinfo@gelous.co with:
- Images or videos showing the damaged product (including the courier satchel or box).
- Your original order number.
- Your postal address, email address and phone number.
Order Hasn't Arrived
Email info@gelous.co with:
- Your original order number.
- Your postal address, email address and phone number.
Missing Items From Order
Email info@gelous.co with:
- Images or videos showing what you received (including the courier satchel or box).
- Your original order number.
- Your postal address, email address and phone number.
We will contact you via email regarding the outcome of your enquiry.
