FAQ
Gaueni is operated by RIGHT GEAR LIMITED.
Find answers to common questions about Gaueni products, installation, ordering, delivery, and returns.
Products and Installation
What products does Gaueni offer?
Gaueni offers practical and decorative hooks designed for bathrooms, bedrooms, entryways, closets, children’s rooms, and other home spaces.
Are the accessories shown in the photographs included?
Towels, bags, jewelry, clothing, plants, furniture, and decorative props are not included unless the product page specifically states otherwise.
Will the product look exactly like the photograph?
Slight differences in color, texture, finish, and surface appearance may occur because of lighting, screen settings, materials, and manufacturing processes.
Are mounting components included?
Included components vary by product. Review the product description and package contents before installation.
Additional hardware may be required depending on the wall or mounting surface.
Can the hooks be installed on every wall?
No single mounting method is suitable for every surface.
Before installation, confirm that the wall, tile, cabinet, door, or other surface is compatible with the product and installation method. If you are uncertain, consult a qualified installer.
How much weight can a hook support?
Weight capacity depends on the product, mounting method, wall material, hardware, and quality of installation.
Never exceed the weight guidance shown on the product page or included instructions.
How should I clean the product?
Wipe the product gently with a soft, dry or slightly damp cloth.
Avoid abrasive cleaning tools, harsh chemicals, prolonged moisture exposure, and products that may damage the finish.
Orders
Can I order without creating an account?
If guest checkout is available, you can complete your purchase without creating a customer account.
Can I change an order?
Contact service@gaueni.com as soon as possible. Changes cannot be guaranteed after processing begins.
Can I cancel an order?
Cancellation may be possible before fulfillment starts. If the order has already shipped, it must follow the standard return process after delivery.
Why did I not receive an order confirmation?
Check your spam, junk, and promotions folders. You should also confirm that the correct email address was entered during checkout.
Shipping
How long does order processing take?
Orders are generally processed within 1–3 business days.
How long does delivery take?
Standard delivery generally takes approximately 5–12 business days after dispatch.
Why did I receive multiple packages?
Products from the same order may be shipped separately. Each parcel may have its own tracking number and delivery date.
Will I need to pay customs fees?
International orders may be subject to duties, taxes, or customs charges. Unless included during checkout, these charges are generally the customer’s responsibility.
Returns and Refunds
Can I return a product?
Eligible unused products may be returned within 30 days of delivery after authorization has been provided.
Installed, mounted, altered, or damaged products may not qualify for return.
What if my item arrives damaged?
Contact us within 7 days of delivery and provide photographs of the product, packaging, shipping label, and any affected mounting components.
Who pays for return shipping?
For change-of-mind returns, customers are generally responsible for return shipping.
If we confirm that a product was damaged, defective, or incorrectly supplied, we will provide an appropriate resolution.
How long does a refund take?
Approved refunds are issued to the original payment method and generally appear within 5–10 business days.
Customer Support
For additional assistance, email:
We aim to respond within 1–2 business days.