FAQ : Returns & Exchanges

Yes. We offer a 30-day money-back guarantee if you've changed your mind about your purchase. To qualify for a return, the item must be unopened, unused, and in its original packaging with labels intact.

If your product has a manufacturer’s defect, you have 30 days from the date of delivery to request a replacement or store credit (if the item is out of stock).

If you're unsure whether your item qualifies for a return or exchange, feel free to email us at hello@gelly.co.za, and we'll be happy to assist.

Returning your order is simple. Just email hello@gelly.co.za with your order number, and we’ll provide the return details. If your item is defective, please include clear photos of the issue so we can resolve it quickly.

To ensure a smooth return, please pack the product in its original packaging, including all accessories inside the Gelly strip box. Returned products that are incomplete or damaged may not be accepted.

For non-defective returns (such as a change of mind or incorrect color choice), customers are responsible for arranging and covering the return shipping cost. We recommend using a reputable courier with tracking, as we cannot accept liability for lost returns.

For defective products, we will cover the return shipping cost once the defect is confirmed. If approved, we’ll reimburse you for the shipping costs.

If you have any questions, feel free to reach out at hello@gelly.co.za.

Once we receive your return, we’ll inspect it within 2–3 business days to ensure it meets our return policy. If approved, we’ll process your refund within 5–7 business days to your original payment method. Processing times may vary depending on your bank or payment provider.

If you’ve requested an exchange, your replacement item will be shipped within 2–3 business days after approval. Delivery times will depend on your location and the courier service.

Yes, as long as the black UV pouch inside the box remains sealed and the product is unused and undamaged, you can return it within 30 days of receiving your order.

However, if the UV pouch has been opened, we unfortunately cannot accept a return. Since semi-cured gel strips are light-sensitive and hygiene-sensitive, once the seal is broken, they can no longer be returned.

Our full Return and Exchange policy can be found here.

Yes, you can return it within 30 days of delivery if the product is unused, the UV pouch is still sealed, and everything is in its original packaging with all accessories.