Return & Refund Policy
We want you to feel confident when shopping with our store. Below is an overview of how cancellations, returns, and refunds are handled.
Order Cancellation
We accept order cancellations before the product has been shipped or produced.
- If your order is canceled before shipment, you will receive a full refund.
- Once the order has been shipped, it can no longer be canceled.
To request a cancellation, please contact us as soon as possible at service@gentlelog.com with your order number.
Returns
We accept returns on eligible products.
Customers may request a return within 14 days of receiving the product.
To be eligible for a return:
- The item must be unused, unworn, and in the same condition as received
- The item must be returned in its original packaging
- A receipt or proof of purchase is required
Please do not send returned items back to the manufacturer.
Return Shipping Costs
- Customers will be charged at most once for return shipping
- No restocking fees will be charged
- If the return is due to our error (damaged item or incorrect product), we will cover the return shipping cost
Refunds
Once your returned item is received and inspected, we will notify you by email regarding the status of your refund.
If approved:
- Your refund will be issued to your original method of payment
- Refunds are typically processed within 5–15 business days, depending on your bank or payment provider
Late or Missing Refunds
If you have not received your refund after the processing period:
- Check your bank account again
- Contact your credit card company — posting times may vary
- Contact your bank for additional processing details
If you have completed these steps and still have not received your refund, please contact us at service@gentlelog.com.
Return Address
Room 2504, Universal Trade Centre
3–5A Arbuthnot Road
Central, Hong Kong
Hong Kong
Please contact us before returning any items to ensure proper processing.