Return and refund policy

Last updated: September 21, 2025

We want every Gaueni order to arrive in good condition and match the product information presented on our website.

Return Summary

Return request period: Within 30 days of delivery
Damage reporting period: Within 7 days of delivery
Refund processing: Usually 5–10 business days after approval

All returns require authorization before being sent.

A. Products Eligible for Return

To qualify for a standard return, the product must be:

Unused and undamaged
Free from scratches, stains, residue, or installation marks
Unassembled where applicable
Returned with all original components and accessories
Returned in its original packaging
Accompanied by valid proof of purchase
Securely packed for return transportation

Products installed, mounted, drilled, altered, or damaged after delivery may not be eligible for return.

B. How to Start a Return

Email service@gaueni.com and include:

Your order number
The email address used at checkout
The product you wish to return
The reason for the return
Photographs where relevant

If the return is accepted, our customer service team will provide the return instructions and correct return destination.

Products sent without authorization may be refused.

C. Damaged, Defective, or Incorrect Items

Please inspect the product and mounting components shortly after delivery.

Broken, cracked, bent, or otherwise damaged
Missing parts or mounting components
Structurally defective
Different from the product ordered
Provide clear photographs of:
The complete product
The affected area
Included mounting components
Inner and outer packaging
The shipping label

Please keep the product and all packaging until the claim has been reviewed.

Depending on the circumstances, we may provide a replacement, refund, missing component, or another appropriate resolution.

D. Installation-Related Damage

Customers must review the installation instructions, mounting method, recommended surface, and weight guidance before use.

We cannot normally accept responsibility for damage caused by:

Incorrect installation
Unsuitable wall materials
Improper mounting hardware
Exceeding the recommended weight
Failure to follow product instructions
Modification of the product

This does not limit rights that cannot legally be excluded.

E. Change-of-Mind Returns

For eligible change-of-mind returns, return shipping costs are generally the customer’s responsibility.

Original shipping charges are normally non-refundable unless required by law or the return results from our error.

F. Non-Returnable Products

The following may not qualify for return:

Installed or used products
Products showing mounting or adhesive residue
Products missing components
Products damaged after delivery
Final-sale products marked as non-returnable
Gift cards
Personalized or made-to-order products
Products returned after the applicable return period

G. Return Inspection

Returned products are inspected after arrival.

A refund may be reduced or declined if the product does not meet the eligibility requirements or has been damaged because of insufficient return packaging.

H. Refunds

When a return is approved, the refund will be issued to the original payment method.

Approved refunds generally appear within 5–10 business days. Actual processing time depends on the customer’s bank, card issuer, or payment provider.

I. Exchanges

Direct exchanges are not guaranteed. Customers may be asked to return the original item and place a separate order for the preferred product.

J. Order Cancellations

Cancellation cannot be guaranteed after the order enters processing or fulfillment. If the order has already shipped, it must follow the standard return process after delivery.

K. Return Address

RIGHT GEAR LIMITED
Address
FLAT/RM C BLK 5 21/F
SUMMIT TERRACE
1 ON YUK ROAD
TSUEN WAN NT

Item added to your cart