Thank you for purchasing our wooden comb products from www.gentlecomb.com. We are committed to providing high-quality products and excellent service. If you have any questions about your order, please refer to the following return and exchange policy.

  1. General Terms
    This policy applies to all products purchased through this website. By purchasing goods from this website, you agree to the terms of this return and exchange policy.
  2. Conditions for Returns and Exchanges
    We accept return and exchange requests under the following circumstances:
    (1) Defective or damaged products
    If the product you received has obvious damage, manufacturing defects, or serious quality problems, please contact us within 14 days of receipt. We will provide a replacement or refund.
    (2) Incorrect product received
    If the product you received does not match your order (model, style, etc.), we will replace it with the correct product free of charge.
    (3) Damage during shipping
    If the product is significantly damaged during shipping, please contact us immediately upon receiving the package and provide photos as proof.
  3. Conditions Under Which Returns and Exchanges Are Not Accepted
    The following situations will not be accepted for return or exchange:
    Appearance differences due to natural wood grain, color variations, etc. (this is a normal phenomenon for natural wood)
    Products that have been used, washed, soaked, or artificially damaged
    Requests made more than 14 days after receipt
    Promotional and clearance items (unless there is a quality problem)
    Return requests based on personal preferences (such as smell, feel)
  4. Return and Exchange Process
    To request a return or exchange, please follow these steps:
    Contact customer service: Contact us via email, providing your order number, a description of the problem, and photos of the product.
    Review and confirmation: Customer service will review and confirm whether the return or exchange conditions are met within 2 business days.
    Return the product: If the conditions are met, we will provide the return address or exchange process.
    Processing result: After receiving the returned product, we will process the exchange or refund within 2 business days.
  5. Return Shipping Costs
    For product defects, damage, or incorrect shipments: We will bear the return and reshipment costs.
    For requests made due to buyer reasons (such as dislike, incorrect order) – if permitted by this policy, the buyer will bear the return shipping costs.
  6. Refund Method
    Refunds will be returned to the original payment method used when placing the order. For example:
    Credit card / Debit card: Refund time depends on the bank’s processing cycle.
    Please note that shipping costs are generally non-refundable (except for problems caused by the seller’s responsibility). 7. Exchange Policy
    If you need to exchange an item:
    After your request is approved, we will ship the replacement item after receiving the returned item.
    If the replacement item is out of stock, we will provide a refund or other alternative options.
  7. Returns and Exchanges for International Orders
    International orders are also eligible for returns and exchanges, but please note:
    Customs fees and return shipping costs are usually borne by the buyer.
    Shipping time will be significantly longer.
    If the package is returned or detained by the destination country, it will be handled according to local regulations.
    If you are unsure whether this applies to your situation, please contact customer service for confirmation.
  8. Contact Us
    If you have any questions about our return and exchange policy, please feel free to contact us:
    Email: umbral@gentlecomb.com