Thank you for shopping with GentzPro.

We appreciate your trust and support. At GentzPro, we carefully check and pack every order before shipment to ensure that our customers receive their products in good condition.

Due to hygiene, safety, and product integrity reasons, all products sold are generally not returnable, refundable, or exchangeable once delivered, except for the cases stated below.

1. Eligible Cases

Customers may request for return, refund, or replacement within 7 days from the date of receiving the parcel only if one of the following issues occurs:

1. Wrong item received.
2. Item damaged during delivery.
3. Item is defective or materially different from what was ordered.
4. Missing item in the parcel.

All requests are subject to review and approval by our customer service team.

2. Complete Unboxing Video Is Required

To verify any claim, customers must provide a complete and continuous unboxing video.

The video must clearly show:

1. The parcel in its original sealed condition.
2. The shipping label / airway bill.
3. The full opening process of the parcel.
4. All items received inside the parcel.
5. The issue being claimed, such as wrong item, damaged item, missing item, or defective item.

The video must be recorded from the moment the parcel is received until the parcel is fully opened. The video must be one continuous recording without cuts, pauses, edits, or re-recording.

Claims without a complete unboxing video may be rejected if we are unable to verify the issue.

3. Non-Returnable / Non-Refundable Cases

We do not accept return, refund, or exchange for the following reasons:

1. Change of mind after purchase.
2. Wrong item, quantity, variant, or address selected by customer.
3. Product has been opened, used, consumed, tampered with, or the seal has been broken.
4. Product packaging is damaged due to customer handling after delivery.
5. Customer dislikes the product after receiving it.
6. Promotional, clearance, discounted, or free gift items, unless the issue is caused by our side.

For hygiene and safety reasons, health supplement and personal care products are not returnable once opened, unless the issue is verified and approved by our customer service team.

4. Resolution

If the claim is approved, we may offer one of the following solutions:

1. Replacement of the affected item.
2. Resending of the missing item.
3. Store credit or voucher.
4. Refund, only if replacement or resend is not available.

5. How to Submit a Claim

To submit a claim, please contact our customer service within 7 days from the date of receiving the parcel.

Please prepare the following:

1. Order number.
2. Complete unboxing video.
3. Clear photos of the product and parcel.
4. Short explanation of the issue.

Please contact our customer service directly for assistance.

Do not return any product without confirmation from our customer service team.

6. Marketplace Orders

For orders placed through Shopee, Lazada, TikTok Shop, or other marketplaces, the return and refund process shall follow the respective platform’s policy and procedures.