Thanks for purchasing our products at The Gaits of Chelle.

We know that you will love what you ordered but if something is defective or unwanted, we will gladly accept merchandise for return or exchange within 14 days of the delivery date (as specified by the shipping carrier). Your satisfaction is important to us, so we accept Returns and Exchanges on most but not all items.

All items must be shipped back to us within 7 days of the day we are initially contacted about the return or exchange.

To initiate the process:

Use the “Customer Service” page to send us an email.  Include the order number, your name (as it appears on the order), an email address and a phone number. Please include the reason you wish to return the item. If the item is defective, do you want an exchange or a refund?

1. The Gaits of Chelle will review your request and contact you with instructions, including a “Return Number”.
2. Follow the instructions in the response email. Include the “Return Number” in the package that you are returning.
3. A Refund or item exchange will be provided once we receive the returned item(s).

Returns or Exchanges are Not Accepted on the Following Product Types:

• Earrings: This is for hypoallergenic reasons.
• Oil Roller Bottles: This product is meant to be applied directly to skin so we cannot take returns.
• Perishable Items: dried herbs, herb bundles, tinctures, and potions.
• Custom Items: Includes any item where a request was made by the customer to change our typical product, process, packaging, labeling, etc.
• Final Sale Items: “Final Sale” means the specified items are not eligible for return or exchange.

Item is returnable only if it is not on the list of non-returnable items above.

If you have questions after reading our full policy below, please contact us.

Exchanges

Exchanges are Accepted on all other product types with the following conditions:

• Contact us the “Customer Service” page and we will work out the details of the exchange via email and ship your new item after receiving the original returned item back. Buyer will be asked to pay for shipping unless there was something wrong or incorrect about the original item.

Order Issues

• Please contact us the “Customer Service” page if there is a problem with your order such as damaged items, missing items, or incorrect items. We will fix the issue as quickly as possible and to the best of our ability.

• If you receive DAMAGED ITEMS, we will work with you to file a claim with the shipping provider. Please save all packaging as we will need photos of it to file a claim. Once you have verified the claim, we will issue a refund or resend the item.

• In the case of MISSING ITEMS, we will issue a refund or send the item. Please check your packaging closely. Small items are sometimes hard to find!

• If you receive an INCORRECT ITEM, we will ask for photos of the item. We will provide a return label for you to ship the incorrect item back to us before we send the correct item or issue a refund.

Returns

Returns are Accepted on all other product types with the following conditions:

• The buyer pays for return shipping.
• The item must be in new and unused condition.
• The item must be in its original packaging if applicable.
• For any item that is damaged upon return shipping to us, it will be the responsibility of the sender to file a claim for reimbursement. We will not issue a refund for items that are returned to us damaged.
• Once we receive the item back and all conditions above are met, we will issue a refund for the cost of the items minus a 25% restocking fee. (We will not refund the original shipping fee).   We will follow up via email to let you know that your return has been refunded.
• Most refunds will be processed by our team within 3 business days of receiving the return. Your money will be refunded to the original payment method you used during the purchase. Please note that credit card refunds may take 5 to 10 business days to appear on your account.
• However, each financial institution is different, so we are unable to provide an exact timeline by which your refund will be completed. If you need specific information regarding the timing of your refund, please contact your financial institution.

If you have questions after reading our policy, please contact us.