Refund policy

GEMELLA Return and refund policy

Time limit. You have 14 days from receiving your order to tell us you wish to return a product, then a further 14 days to send it back.

Conditions. The product must be unopened, unused and in its intact original packaging (seal and silver foil label not removed for lash boxes, protective film intact for tape). For hygiene reasons, opened or unsealed eyelash extensions and tape cannot be taken back, unless there is a manufacturing defect.

Procedure. Write to contact@gemellalashes.com with your order number and the product concerned. We will confirm the steps and the return address (Switzerland or France depending on where the order was shipped from). Return costs are at your expense, except in the case of an error on our part or a defective product. We recommend a tracked shipment; the parcel remains your responsibility until we receive it.

Refund. Once the product has been received and checked, the refund is made to the payment method used for the order within 14 days. The original shipping costs are only refunded if the entire order is returned because of a defect or an error on our part.

Defective product or order error. Contact us within 7 days of delivery, with photos: we will arrange a replacement or refund, with return costs paid by us.

Exchanges. We do not make direct exchanges: place a new order and return the product concerned following the procedure above.

Pickup at the salon. Products collected at the Débo Beauty salon can be returned there under the same conditions, by appointment.

Contact: contact@gemellalashes.com — +41 77 204 00 87.