Return & Refund Policy

Returns

We do not accept returns once an order has been delivered. Our products are hand-made and are personal-use or decorative items, so we follow a no-return policy.

Damaged, defective or incorrect orders

We are committed to making sure your order reaches you in perfect condition. If your product arrives damaged, broken, defective or incorrect, contact us within 48 hours of delivery by email at support@gaeascents.com or on WhatsApp.

What we need from you

Claims for damaged products must be supported by a continuous, uncut and unedited unboxing video.

• The video must begin before the package is opened.
• It must clearly show the sealed parcel and the shipping label.
• It must show the package being opened and the product being removed from the packaging.
• It must run without any cuts, pauses, edits or gaps until the damage is clearly visible.

This allows us to confirm that the product was damaged before or during delivery, and to raise the claim with our courier and logistics partners. Claims submitted without a valid unboxing video may not be eligible for a refund or replacement.

Refunds and replacements

We will review your claim and let you know whether a refund or a replacement has been approved. If a refund is approved, it is issued to your original payment method within 10 business days. If a replacement is approved, we will arrange it with you directly.