Refund and Returns Policy

Return Eligibility and Timeframe

• 14-Day Return Window: You have 14 calendar days from the date of delivery to request a return or refund. To be eligible, the item must be unused, in the same condition as received, and in its original packaging (including all accessories, manuals, and packaging materials).
• Direct Purchases Only: Only items purchased directly from Gleisan Aesthetics L.L.C. (via our official website or authorized channels) are covered by this policy. If you purchased through a third-party distributor or retailer, please refer to their return policy.
• Non-Returnable Items: Certain items cannot be returned or refunded, including:
  • Products that have been used, modified, or damaged after delivery.
  • Items not in their original condition or missing parts not due to our error.
  • Any product outside the 14-day window of delivery.
  • Custom-made or special-order items specifically made or ordered for you.

Please note: We generally do not accept change-of-mind returns due to the large size and specialized nature of our beauty machines. Exceptions are made in compliance with local consumer laws or in cases of defective or damaged products on arrival.

Return Process and Authorization

If you need to return a product, please contact our Customer Support at [email protected] as soon as possible (and within the 14-day window). Our team will guide you through the process and may issue a Return Merchandise Authorization (RMA) number for tracking the return. For a smooth return process, please be ready to provide:

• Order information: Your order number or proof of purchase.
• Product details: The name/model of the product you wish to return.
• Reason for return: A brief description of the issue. If the item arrived defective or damaged, please include photos or evidence.

Once your return is authorized, we will provide instructions on how and where to send the item back. Do not send any product back without first obtaining authorization, as the return address or procedure may differ depending on your location. In many cases (especially for large machinery), we will coordinate with you to arrange a pickup or designate a specific return shipping method.

Return Shipping Costs & Responsibility

Defective or Damaged on Arrival:
If the product is confirmed to be defective or damaged upon arrival (through no fault of the customer), Gleisan Aesthetics will cover the cost of return shipping or arrange a pickup at our expense. We will either provide a prepaid shipping label or coordinate with a courier to retrieve the item.

Voluntary Returns (Change of Mind or Other Reasons):
For returns that are accepted which are not due to defect or damage (including cases required by local law), the customer is responsible for return shipping costs. You may either ship the item back using a trackable method of your choice or request our assistance. In such cases, any return shipping fees we incur will be deducted from your refund, along with any applicable restocking fee.

Customs Duties & Fees:
International customers, please note that import duties, taxes, and fees paid at purchase or delivery are typically non-refundable. If you return a product, you may need to contact your local customs office to inquire about reclaiming duties or taxes. Gleisan Aesthetics cannot refund international customs or VAT charges; we only refund the amount paid for the product itself (minus any applicable return fees as described).

Original Shipping Charges:
Any original shipping charges (if applicable) are non-refundable, except in cases where we are at fault (such as shipping a wrong or defective item). If your order was shipped for free, we will not deduct outbound shipping costs from your refund.

Refused or Undeliverable Packages:
If a shipment is refused or unclaimed by the customer, or cannot be delivered due to incorrect address provided, it may be returned to us. In such cases (except when due to our error), we reserve the right to deduct the return shipping and handling costs from the refund. For international orders that are refused or returned due to non-delivery, up to 55% of the order value may be deducted to cover these costs. We will provide documentation of these fees upon request.

International Returns and Regional Guidelines

We proudly serve customers worldwide, but return and refund processes can vary by region due to differing laws, logistics, and customs procedures. Below are additional guidelines for specific regions:

Western Europe (EU/EEA Countries):

• Customers in the EU/EEA have a 14-day “right of withdrawal” under EU consumer protection laws. You may cancel and return your order within 14 days of delivery for any reason.
• Return shipping from your location to our facility may be at your expense, unless the product was defective or misdescribed.
• Once received and inspected, we will process your refund promptly. Any EU customs or VAT charges you paid are generally refundable through your local government’s process, not by us. We can provide documentation to help you reclaim such taxes.

Eastern Europe (Including Montenegro):

Some Eastern European regions may have limited courier services or customs complexities for large equipment. Returns from Montenegro and similar locations might require extra coordination. In some cases, we might suggest shipping to an alternative address or offer a different resolution (such as a replacement part or unit) if a full return is not feasible. We will cover shipping costs for defective items; for voluntary returns, you will be responsible for shipping, and we will be transparent about any fees.

Middle East (excluding certain countries):

Our Middle East return service covers GCC countries and others, but excludes sanctioned or conflict zones (e.g., Iran). Returns are handled case-by-case: we cover shipping for defects; otherwise, you bear the cost. Timelines can be longer (several weeks) and may require additional customs documentation. Please do not send back a product without instructions.

Note: Delivery times vary by region—Europe/Middle East: 30–40 days; Asia: ~14 days. Customs clearance delays are outside our control and are not valid reasons for refunds on in-transit orders.

Orders Affected by Unforeseen Events

• Force Majeure Events: In the event of war, armed conflict, natural disasters, pandemics, or other force majeure events that make it impossible or unsafe to deliver to your region, affected orders will be cancelled or put on hold, and you will be notified.
• Customer Relief: If your order cannot be delivered due to such extraordinary circumstances, you will not be held responsible for non-delivery. We will either reroute the shipment or cancel the order with a full refund and no restocking or cancellation fees.
• Communication: We will keep you informed of any significant delays or issues in transit. If you become aware of a local event that could impact delivery, please reach out to us so we can find a solution.

Refund Processing Times

Once a return is approved or an order cancellation is confirmed, we initiate your refund promptly. The time it takes for the refunded amount to reach you depends on your original payment method:

• Credit or Debit Card: After we process your refund, it's sent to your card-issuing bank within 5 business days. Most banks post the credit in 3–7 additional business days (some issuers may take up to a full billing cycle).
• PayPal: Refunds via PayPal are usually credited within around 3 business days. Delays, if any, are typically on the banking side if your PayPal is linked to a card or bank account.
• Installment Platforms (Afterpay, Klarna): Refunds are processed per each platform’s policy, generally within 3–7 days after we confirm the return. You’ll receive a notification from the payment provider when complete.
• Other Methods: Bank transfers may take 7–10 days to clear; other digital wallets are usually completed within a week. We strive to expedite all refunds.

Rest assured, we do not delay refund processing on our end. Any timeline beyond our control is due to external payment or banking systems.