Return & Refund Policy

We want you to love everything you order from GESSOLANE. If you are not entirely satisfied with your order, we are here to make the return and refund process simple, transparent, and hassle-free.

Policy Overview at a Glance

  • Return Window: 30 calendar days from the date of delivery.
  • Accepted Reasons: Both defective items (damaged or defective) and non-defective items (buyer's remorse, changed mind, wrong size ordered).
  • Product Condition: New, unused, uninstalled, and in original packaging.
  • Return Method: By mail using our downloadable prepaid return label.
  • Return Shipping Fee: Free ($0.00) — We cover your return shipping costs.
  • Restocking Fee: $0.00 — No restocking or administrative fees.
  • Order Cancellation Window: Within 1 hour of order placement.
  • Refund Processing Time: Within 7 business days after the return has been approved.

Order Cancellation Policy (1-Hour Window)

We work quickly to process and dispatch your orders. If you need to cancel or modify an unfulfilled order, you may request a cancellation within 1 hour of placing your order.

  • Within 1 Hour: You can request a full cancellation at no charge by contacting our customer support team at gessolanehc@gmail.com.
  • After 1 Hour: Once the 1-hour window has passed, your order enters our automated fulfillment system or custom packaging process and cannot be canceled. Once your order arrives, you may initiate a standard return under our 30-day policy.

30-Day Return Eligibility & Conditions

We accept returns for both defective items (e.g., damaged in transit, manufacturing defects, incorrect item received) and non-defective items (e.g., buyer's remorse, changed mind, incorrect size or style chosen).
To be eligible for a return, the following conditions must be met:

1. Timeframe: Your return request must be submitted within 30 calendar days starting from the date the delivery carrier marks your package as delivered.

2. Product Condition: Items must be in brand-new, unused, uninstalled, and unaltered condition.

  • Wall moulding kits, wainscoting, and acoustic panels must not have paint, primer, glue, nails, or any cut modifications applied.
  • Mirrors and fragile accent decor must be free of scratches, adhesives, or mounting wear.

3. Original Packaging: All products must be returned in their original packaging, complete with all hardware, mounting accessories, trim guides, manuals, and protective foam inserts.

Return Shipping Costs & Fees (100% Free Returns)

We believe in transparent service with zero hidden charges:

  • Return Shipping Fee: Free ($0.00). Upon approval of your return request, we will provide a downloadable and printable prepaid shipping label via email.
  • Restocking Fee: $0.00. We do not charge any restocking, repackaging, or administrative handling fees for returned products.

How to Initiate a Return (Step-by-Step)

Returning an item to Gessolane is quick and easy:

Step 1: Submit a Return Request

Email our support team at gessolanehc@gmail.com with your Order Number, the specific items you wish to return, and the reason for the return.

Step 2: Receive Your Prepaid Return Label

Once your return request is approved (typically within 24 hours), we will email you a downloadable and printable prepaid shipping label (PDF format) along with shipping instructions.

Step 3: Package Your Items Securely

Safely repack the item in its original box with all protective foam and hardware. For oversized items (moulding kits/panels) or fragile items (mirrors), ensure proper cushioning to prevent damage during return transit.

Step 4: Ship the Package

Print and securely attach the prepaid label over the original shipping label. Drop off the package at the carrier location specified on your return label (e.g., FedEx, UPS, or USPS).

Important Notice:

Please do not send items back to us without first contacting support and requesting a return label. Unauthorized returns or packages sent directly to manufacturer facilities cannot be tracked and may delay or invalidate your refund.

Damaged, Defective, or Incorrect Items

We inspect all architectural products and mirrors rigorously before dispatch. However, if your order arrives damaged in transit, defective, or incorrect, we will resolve the issue promptly at no cost to you.

  • Reporting Timeframe: Please inspect your order upon arrival and contact us within 72 hours of delivery if any item is damaged, defective, or incorrect.
  • How to Report: Email gessolanehc@gmail.com with your order number, a brief description of the issue, and clear photos/videos showing:
  1. The damaged or defective item.
  2. The outer shipping box (including any visible shipping damage).
  3. The shipping label attached to the package.
  • Resolution: Upon verification, we will immediately send a brand-new replacement at no charge or issue a full refund to your original payment method, according to your preference.

Final Sale & Non-Returnable Items

While we strive to accommodate all return requests, the following items are strictly non-returnable and non-refundable:

  • Clearance / Final Sale Items: Any product explicitly marked as "Clearance," "Final Sale," or "Non-Returnable" on the product page or during checkout is not eligible for return, exchange, or cancellation.
  • Customized / Modified Products: Any item that has been custom-cut, painted, glued, installed, or altered after delivery.
  • Gift Cards: Digital gift cards are non-refundable and cannot be redeemed for cash.

Exchanges

If you would like to exchange an item for a different size, finish, or style:

  1. Follow the standard return process to send back your original unused item using our free return label.
  2. Once your return shipment is scanned by the carrier or received at our warehouse, we will process your exchange or issue store credit or a refund, as applicable, so you can place a new order.

Refund Processing & Timelines

Once your returned package arrives at our warehouse, our quality control team will inspect the item within 1 to 2 business days.

  • Approval & Processing: Once approved, your refund will be processed.
  • Refund Processing Time: The refund will be credited back to your original payment method (Credit Card, PayPal, Shop Pay, Apple Pay, etc.) within 7 business days of approval.
  • Bank Posting Time: Depending on your card issuer or financial institution, it may take an additional 2 to 5 business days for the credit to officially post to your account statement.
  • Late or Missing Refunds: If 10 business days have passed since your refund was approved and you have not received your credit, please check your bank account or contact your credit card provider first. If you still need assistance, please contact us at gessolanehc@gmail.com.

Contact Us & Customer Support

If you have any questions regarding our Return & Refund Policy, need assistance with a return, or have questions about your order, please contact our team:

  • Email: gessolanehc@gmail.com
  • Phone: +1-919-327-7687
  • Address: 23093 Bradford Green Square, Cary, North Carolina 27519
  • Customer Service Hours: Monday to Friday, 9:00 AM to 5:00 PM (EST)