Refund policy

Returns and refunds

For return requests or order questions, email contact@gentlux.com with your order number.

30-day returns

Request a change-of-mind return within 30 days of delivery. Pillowcases must be unused, unwashed and in their original packaging. We do not charge a restocking fee. Please contact us before sending anything back; we will provide return instructions and the correct return address.

For an ordinary change-of-mind return, you pay return shipping. Use a trackable service and retain proof of postage. Original outbound shipping charges are not refunded for a change-of-mind return, except where required by law.

Wrong, damaged or defective items

If your order arrives damaged, contains the wrong item or appears defective, contact us promptly with your order number and a description. Photos can help us resolve the issue. We will arrange an appropriate replacement, return or refund and explain any return-postage arrangements. We cover reasonable return postage for an approved wrong-item or defective-item return. Replacement colors depend on available stock; we will not substitute a color without your agreement. The unused/unwashed condition for change-of-mind returns does not limit rights for defective or incorrectly supplied goods.

Refunds

We aim to inspect returns and notify you of the outcome within five business days of receipt. Approved refunds are sent to the original payment method. Your bank or payment provider controls when the funds appear. Contact us if the refund has not appeared after your provider’s stated processing period.

Cancellations and exchanges

Contact us as soon as possible to request cancellation or an address change before dispatch. A request is not confirmation that an order has been stopped. If it has already shipped, the applicable return process applies. For a different color, contact us to arrange a return and a new order, subject to availability.

For a returned pair, send both pillowcases for a full pair refund. Any separately approved partial return is refunded at the amount allocated to the returned item in your order, so total refunds never exceed the amount paid. This policy does not limit any rights you have under applicable law.