01. Our Return Policy

gevnok™ accepts eligible return requests made within 30 days after the product is received, subject to the conditions in this policy and mandatory consumer protection law.

The return period starts on the date of receipt rather than the order date. Customers must contact support before sending a return to obtain the appropriate instructions.

02. Standard Return Eligibility

For a standard change-of-mind return, the item generally should:

• Be the subject of a return request within 30 days after receipt.
• Remain unused and in its original condition.
• Include all supplied parts, accessories, and relevant packaging.
• Be free from substantial customer-caused wear or alteration.
• Be packed securely to reduce damage during return transportation.
• Be associated with a valid purchase record or order number.
• Be returned according to instructions provided by our support team.

These standard conditions do not restrict legal rights concerning defective, incorrect, unsafe, or misdescribed products.

03. How to Start a Return

04. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, incomplete, incorrect, or materially different from its published description, contact us promptly after delivery.

Where available, send photographs showing the issue and relevant packaging. Keep the item and packaging until customer support provides instructions.

Appropriate remedies may include a refund, replacement, exchange, repair where suitable, or another resolution required by applicable law.

05. Material and Description Concerns

If you believe the received product does not match an express material or specification claim in the product listing, contact us with the original order details and an explanation.

Appearance alone may not determine material authenticity. We will review the published description and the product information relevant to the transaction.

Nothing in this policy restricts remedies for a product that is materially misdescribed under applicable consumer law.

06. Items That May Not Qualify for Change-of-Mind Returns

Where legally permitted and appropriately disclosed, ordinary change-of-mind return restrictions may apply to:

• Products damaged, modified, or substantially worn after receipt.
• Personalized or custom-made products where a lawful exception applies.
• Opened or used incense consumables if a lawful hygiene or other exclusion applies.
• Products missing essential original components due to customer actions.
• Items expressly sold under a valid, disclosed nonreturnable condition.

A restriction on ordinary change-of-mind returns does not remove mandatory rights for faulty, unsafe, incorrect, or misdescribed goods.

07. Return Shipping Charges

For ordinary change-of-mind returns, the customer is generally responsible for return postage unless otherwise agreed or required by law.

For qualifying faulty, incorrectly supplied, or misdescribed products, reasonable return shipping costs will be addressed as part of the appropriate legal remedy.

For valuable or fragile items, we recommend protective packaging and a trackable return service when practical.

08. Packaging Fragile Accessories

Carved pendants, polished bead accessories, crystal-look objects, decorative containers, and incense holders may require extra care during transportation.

Use adequate protective materials, prevent parts from rubbing or striking each other, and follow any special return instructions supplied.

09. Return Inspection

After an authorized return is received, the relevant team may inspect the goods to confirm the returned item, completeness, condition, and applicable return reason.

Customers will be informed of the relevant decision and next steps. Mandatory legal remedies take priority over conflicting standard return conditions.

10. Refund Amount and Method

Approved refunds are generally issued through the original payment method where supported. The refundable amount depends on the reason for the return, relevant order charges, any valid disclosed conditions, and applicable consumer rights.

Original shipping fees may be nonrefundable for ordinary change-of-mind returns where legally permitted; different rules may apply for defective or incorrectly supplied items.

11. Refund Processing Time

Once a refund is approved, it will be arranged in accordance with the applicable payment service rules and law. Actual posting times depend on the bank or payment provider.

If a confirmed refund has not appeared after the provider's normal processing period, please contact us with the order details.

12. Exchanges and Replacements

Exchanges or replacements depend on product availability and the nature of the request. Contact us before sending items back so we can assess available options.

If the desired replacement is unavailable, an appropriate alternative or refund may be arranged where applicable.

13. Order Cancellation Requests

Contact our team promptly if you wish to cancel an order. We will attempt to assist before fulfillment advances, but cancellation cannot always be guaranteed after processing or dispatch begins.

If cancellation is no longer possible, the customer may still have relevant return rights after receipt.

14. Consumer Protection Rights

Nothing in this policy eliminates statutory warranties, refund rights, or consumer remedies that cannot legally be waived.

Where applicable law provides additional protection, that law takes precedence over inconsistent store terms.

15. Return & Refund Support

Email: service@gevnok.com

Telephone: 00852-9219422

Customer Service Hours: 8:00 AM – 10:00 PM Daily