Refund and Returns Policy

Effective Date: January 8, 2025

Introduction

At GentleLuis, we are dedicated to providing high-quality fishing gear and ensuring customer satisfaction. If you are not entirely satisfied with your purchase, we’re here to help. This Refund and Returns Policy outlines the terms and conditions for returning products and obtaining refunds when shopping at https://gentleluis.com (the “Website”).

1. Eligibility for Returns

We accept returns for products that meet the following criteria:

  • The product was purchased directly from GentleLuis (via our Website).

  • The return request is made within 30 days of the purchase date.

  • The product is unused, in its original packaging, and in the same condition as when you received it.

  • Proof of purchase (e.g., order confirmation email, receipt) is provided.

Exceptions:

  • Clearance or sale items are final and not eligible for return.

  • Custom or personalized items are non-refundable unless defective or damaged upon receipt.

2. Non-Returnable Items

Certain items are not eligible for returns, including:

  • Gift cards

  • Downloadable software or digital products

  • Items damaged due to misuse, negligence, or wear and tear

3. Return Process

To initiate a return, please follow these steps:

  1. Contact Us: Email our customer service team at info@gentleluis.com or call us at (607) 583-4660 with your order details and reason for return.

  2. Return Authorization: Once your request is approved, you will receive a Return Merchandise Authorization (RMA) number and instructions on where to send your item.

  3. Shipping: Package the item securely and include the RMA number. You are responsible for return shipping costs unless the return is due to our error (e.g., incorrect or defective product). We recommend using a trackable shipping method.

4. Refunds

Refunds will be processed under the following terms:

  • Refunds are issued to the original payment method used during purchase.

  • After receiving and inspecting the returned item, we will notify you of the approval or rejection of your refund.

  • If approved, refunds will be processed within 7-10 business days.

Partial Refunds: A partial refund may be issued if:

  • The item is returned after the 30-day return window but within 45 days.

  • The product is not in its original condition, or parts are missing (not due to our error).

5. Exchanges

We only replace items if they are defective or damaged. To exchange a defective product, please contact us at info@gentleluis.com with detailed photos and your order number. Once approved, we will ship the replacement at no additional cost to you.

6. Cancellations

Orders can be canceled if the request is made before the item has shipped. To cancel an order, contact us at info@gentleluis.com or call (607) 583-4660 as soon as possible.

7. Damaged or Defective Products

If you receive a damaged or defective item, please contact us within 7 days of receipt with the following:

  • A detailed description of the issue

  • Photos or videos of the damaged or defective item

  • Your order number

We will evaluate the issue and offer a replacement, repair, or refund as appropriate.

8. Shipping Costs

  • Customers are responsible for return shipping costs unless the return is due to our error.

  • Original shipping costs are non-refundable unless the item is defective or we sent the wrong product.

9. Contact Information

For questions or assistance with returns and refunds, please contact us:

Thank you for shopping with GentleLuis. We appreciate your trust and aim to make your experience seamless and satisfying. If you have further questions or feedback, please don’t hesitate to reach out!