Return Policy

RETURN & REFUND POLICY

Last Updated: October 14, 2026

At Gavella, customer satisfaction is important to us. We aim to provide a transparent and straightforward shopping experience, and we understand that sometimes a purchase may not meet your expectations.

Please read our Return & Refund Policy carefully to understand your rights, return procedures, refund eligibility, and applicable shipping conditions.

1. RETURNS — CAN I RETURN MY ORDER?

Yes. If you are a consumer purchasing online, you generally have the right to withdraw from your purchase within 14 calendar days of receiving your order, without providing a reason, subject to applicable legal exceptions.

To exercise this right, you must notify us of your decision to withdraw before the 14-day period expires.

You can do this by contacting our customer support team via email or by sending another clear statement of withdrawal.

After notifying us, you generally have an additional 14 calendar days to send the products back.

RETURN CONDITIONS

When returning an item, please:

  • Handle the product carefully and avoid unnecessary use.

  • Include the original accessories and components where available.

  • Return the product in suitable protective packaging.

  • Include your order number or other identifying information.

You may inspect and handle a product to the extent necessary to establish its nature, characteristics, and functioning, as you would reasonably be permitted to do in a physical store.

You may be responsible for any diminished value caused by handling beyond what is necessary for that purpose.

Missing or damaged original packaging does not automatically cancel your statutory right of withdrawal.

Certain products may be excluded from the withdrawal right under applicable law, including specific sealed hygiene-related goods once unsealed, personalized products, and other legally recognized exceptions.

Any applicable exceptions will be communicated in accordance with legal requirements.

2. HOW TO REQUEST A RETURN

To begin a return, please contact our customer support team.

Email: [Insert your official support email]

Website: https://gavellafi.com

Please include:

  • Your order number

  • Your full name

  • The email address used for your purchase

  • The product you wish to return

  • Your reason for returning, if you would like to share it

For damaged, defective, or incorrect items, photographs may help us resolve the issue more quickly.

We may provide a Return Request Form to help organize the necessary information.

Important: Completing our Return Request Form or providing photographs is not mandatory to exercise your statutory withdrawal right. A clear withdrawal notice sent within the applicable period is sufficient.

Our support team aims to review return inquiries within 3–5 business days.

You do not need to wait for our review to preserve your statutory withdrawal right once you have notified us within the required period.

3. RETURN SHIPPING COSTS

We do not generally offer free return shipping for change-of-mind returns.

For eligible returns made under the 14-day withdrawal right, customers are responsible for the direct cost of return shipping where this responsibility has been properly disclosed before purchase and is permitted by applicable law.

Depending on the product and fulfillment arrangement, returns may need to be shipped to an international supplier warehouse.

Some returns may be directed to a facility in Hangzhou, China.

International return shipping from Europe to China may cost approximately €15–€40, depending on the parcel's weight, dimensions, shipping service, and destination. Actual costs may be higher.

International return delivery may take approximately 3–6 weeks.

We recommend using a tracked shipping service and keeping proof of postage.

If a product is defective, damaged, incorrect, or otherwise does not conform to the purchase contract, your statutory consumer rights apply. You will not be required to bear return shipping costs that the seller is legally responsible for.

4. RETURN SHIPPING ADDRESS

Please contact our customer support team for the correct return address and instructions before dispatching your parcel.

Depending on the product, the designated return facility may be located outside the European Union.

Do not send returns to an address shown on the shipping label without confirming the appropriate return destination.

Our team will provide the applicable return address and shipping instructions.

You may use our Return Request Form to organize the return process, but this does not limit your statutory consumer rights.

5. DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS

If you receive a damaged, defective, or incorrect product, please contact us as soon as reasonably possible.

Include your order number and a description of the problem.

If available, photographs of the product and packaging can help us investigate and provide a quicker resolution.

Depending on the circumstances and applicable law, available remedies may include:

  • Repair

  • Replacement

  • Price reduction

  • Refund

Your statutory rights under Finnish and EU consumer protection laws remain unaffected.

We will not require you to pay shipping costs that we are legally responsible for when remedying a non-conforming product.

6. PARTIAL REFUNDS — KEEP THE ITEM

In certain situations, Gavella may offer a partial refund without requiring you to return the product.

This option may be convenient if you would prefer to keep the item rather than arrange an international return.

Benefits may include:

  • No return shipment required

  • No return postage costs

  • Faster resolution

  • Less packaging and transportation

Partial refunds are offered on a case-by-case basis and require your agreement.

Accepting a partial refund is entirely optional. You are not required to accept this alternative instead of exercising your applicable statutory rights.

To inquire about this option, please reply to your original order confirmation email or contact our support team.

7. REFUND PROCESSING TIMES

For valid withdrawals, refunds will be made without undue delay and no later than 14 calendar days after we are informed of your decision to withdraw.

Where legally permitted, we may withhold reimbursement until we receive the returned goods or you provide evidence that you have sent them back, whichever occurs first.

Refunds will generally be issued using the original payment method unless you expressly agree otherwise.

For a valid withdrawal from an entire order, the refund generally includes the product price and the cost of standard outbound delivery.

Additional costs arising from choosing a delivery method more expensive than our least expensive standard delivery option may not be refundable.

Once a refund is issued, the time it takes to appear in your account may depend on your bank or payment provider.

Refunds for defective or non-conforming goods will be handled according to the applicable legal remedies and requirements.

8. NON-RETURNABLE PRODUCTS AND EXCEPTIONS

Certain products may be excluded from the statutory withdrawal right where an exception applies under consumer protection law.

Examples may include:

  • Products made to the customer's specifications or clearly personalized

  • Sealed products unsuitable for return for health protection or hygiene reasons, if unsealed after delivery and the legal conditions for the exception are met

  • Other products specifically excluded by applicable legislation

Products are not automatically excluded from return simply because they have been opened or tried.

These exceptions do not remove statutory rights relating to defective or non-conforming goods.

9. ORDER CANCELLATIONS

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible.

We will make reasonable efforts to stop processing or shipment.

If your order has already been dispatched, cancellation may not be operationally possible before delivery.

However, this does not affect any statutory withdrawal rights that apply to your purchase.

10. LOST RETURNS AND PROOF OF SHIPPING

When returning a product, we recommend:

  • Using a tracked shipping service

  • Keeping your shipping receipt

  • Retaining the tracking number

  • Packing the product securely

Please share your tracking information with our support team where available.

Proof that you dispatched a return may be relevant to the timing of your refund.

Responsibility for goods during return transit will be determined by applicable law and the circumstances of the return.

11. RETURN REQUEST FORM

Gavella may provide a Return Request Form to help customers organize information about their return.

The form may request:

  • Customer and order details

  • Product information

  • Reason for return

  • Supporting photographs, where relevant

  • Return shipment details

For ordinary customer service inquiries and product complaints, providing complete information may help us resolve your request more efficiently.

However, the form is not a mandatory condition for exercising statutory withdrawal rights.

No administrative requirement in the form overrides mandatory consumer protection laws.

12. CUSTOMER SUPPORT

If you have any questions about returns, refunds, or your order, please contact us.

Store Name: Gavella

Website: https://gavellafi.com

Customer Support Email: [Insert your official support email]

Business Contact Address: [Insert your legal business contact address]

We aim to respond to customer inquiries within 3–5 business days.

13. YOUR STATUTORY RIGHTS

Nothing in this policy limits or excludes rights granted to consumers under applicable Finnish or European Union consumer protection laws.

If any provision of this policy conflicts with mandatory consumer legislation, the applicable legal requirement will take precedence.

Thank you for shopping with Gavella. We appreciate your trust and are here to help if you need assistance with your order.