Return and refund policy

Non-custom consumer products, including eligible recovery products, braces, wraps, and accessories, are covered by our 90-day satisfaction guarantee.

You may request a return within 90 calendar days after delivery. Products may be opened and reasonably evaluated but must be returned with all original components and accessories. Products that have been intentionally damaged, altered, excessively worn, or returned incomplete may not qualify for a full refund.

Blank, non-printed products purchased by the case may be returned within 30 calendar days after delivery if they are unused, undamaged, and in their original packaging.

Opened cases, partially used cases, and products showing signs of use may not qualify for a refund unless the products arrived damaged or defective.

Custom-printed, personalized, custom-sized, and made-to-order products are manufactured specifically for the customer and are not eligible for returns because of buyer's remorse, changes in preference, or errors in customer-supplied artwork or order information.

Once an artwork proof has been approved and production has begun, the order is considered final.

If a custom order arrives damaged, defective, materially different from the approved proof, or otherwise incorrect because of an error by Gelpax, please contact us within 10 calendar days after delivery. We will review the issue and, when appropriate, provide a replacement, remake, partial refund, or full refund.

Please inspect your order promptly after delivery. When contacting us, include:

• Your order number
• A description of the problem
• Photographs or video showing the product, packaging, and shipping damage
• The quantity affected

When Gelpax confirms that an order is damaged, defective, or incorrect, Gelpax will cover the reasonable cost of returning or replacing the affected products. Do not discard damaged products or packaging until our team confirms that they are no longer required.

Orders for standard, non-custom products may be cancelled for a full refund before fulfillment begins.

Custom orders may be cancelled before artwork approval and production begins. Once an artwork proof has been approved or production has begun, cancellation is not guaranteed. Any refund offered after production begins may be reduced by artwork, setup, materials, labor, or production costs already incurred.

Before sending a product back, contact Gelpax to request return authorization. Include your order number, the products and quantities being returned, and the reason for the return.

Returns sent without prior authorization may be delayed or refused.

For standard returns based on preference or buyer's remorse, the customer is responsible for return shipping costs.

Gelpax will pay or reimburse reasonable return shipping costs when we confirm that the product was damaged, defective, or incorrectly fulfilled. Original shipping charges are non-refundable unless the return results from an error by Gelpax or a confirmed product defect.

Approved refunds are issued to the original payment method after the returned products have been received and inspected.

Please allow up to 10 business days after receipt of the return for inspection and processing. Your bank or payment provider may require additional time to post the refund to your account.

When inventory is available, eligible non-custom products may be exchanged. Customers are responsible for return shipping and any price difference unless the exchange is required because Gelpax shipped a damaged, defective, or incorrect product.

Products clearly identified as final sale, clearance, custom-made, custom-printed, personalized, or non-returnable are not eligible for ordinary returns. This does not limit remedies available for products that arrive damaged, defective, or incorrectly fulfilled.