This article outlines the quality guarantee and return policy for orders fulfilled through Gelato. It covers what is covered by the quality guarantee, how to report an issue with an order, what happens when an order is lost in transit, and what options are available for returned orders.
Quality Guarantee
We want you to be satisfied with the quality of the products you order through Gelato. If you are not satisfied with the quality of a product, please get in touch with us within 30 days of receiving the item and we will do everything we can to investigate and find a solution.
If our quality assurance team validates your claim, we will be happy to send a complimentary replacement order to your customer as quickly as possible. We'd much rather fix any problems and send a replacement order to make sure your customers are happy with their orders.
If a replacement order is not feasible, or your customers can't wait for a new order to arrive, please indicate that when you reach out to us and we'll give you a refund.
You can read more about reporting problems with orders in the article How do I report a problem with my order?
Color Consistency
We use the same print machines, paper types, and work processes as our print partners to minimize color variations. However, printing is a chemical process and 100% consistency cannot be achieved. Multiple factors influence the color, consistency, and final result, including:
Machine type
Machine settings
Paper types
Humidity in the room
When the machine was last cleaned
Color variations that may occur due to the above-mentioned reasons lie within acceptable tolerance levels and are not covered under our quality guarantee.
Defective or Damaged Products
If you or your end customer receive defective or damaged orders that were not caused by the content provided by you or your customer, we will cover the costs of a new order. This includes:
Damage to the delivered products
Errors in the number or quantity of the delivered products
Lack of quality of the delivered product
Return Policy
We currently do not support returns because the products you order are personalized and made specifically for each order. Should you want to submit a new order, you will be liable for the costs of the new order.
Lost Orders
For packages lost in transit, please get in touch with us within 30 days from the estimated delivery date. We'll be happy to send a replacement order on your behalf.
Please refer to this article Shipping & delivery: What if an order is lost in the mail?
Returned to Sender
For orders that are returned to the sender, please place a new order (no later than 30 days from the estimated delivery date) and get in touch with us so that we can report the problem and arrange for the product price to be refunded for the new order. This way, you will only pay again for the shipping of the order.
Please refer to this article My order shows it is being returned to sender, what now?
Orders may be returned to the sender for the following reasons:
Wrong Address: If you or your end customer provide an address considered insufficient by the courier, the shipment will be returned and disposed of safely. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order.
Rejected by the Recipient: If your customer rejects the shipment during the delivery, the shipment will be returned and disposed of safely. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order.
Unclaimed: If your customer is not able to receive their order at the address, the shipments may be available for pick up at their local post office or carrier pick-up point. Shipments that go unclaimed may be returned to the sender. For these cases, please place a new order and get in touch with us so that we can report the problem and arrange for the product price to be refunded for the new order (you will still have to pay for the shipping costs).
Our return policy is available in our Terms of Use.