Refund Policy and the Guarantee Window

The guarantee, and why the timing is awkward

The published Gelagen guarantee runs 60 days from the date of purchase, and the seller asks that you use the product for at least 30 days before making a claim. Stated plainly, that is a fair policy and we have no criticism of how it is written.

The problem is biological. Skin turns over roughly every 28 days, fingernails grow about 3 mm a month and scalp hair about 1 cm a month. A fair assessment of a skin, hair and nail product therefore runs eight to twelve weeks, and twelve weeks is 84 days — twenty-four days after your window has closed. Buy the six-bottle bundle and you hold 180 days of product covered by a 60-day guarantee.

How to request a refund

1. Find the order confirmation email, the order number and the purchase date.
2. Count the days remaining in your 60-day window.
3. Email the seller's support address from your confirmation. The label gives contact@customercs.com.
4. State your order number and that you are claiming under the money-back guarantee.
5. Ask for a returns address and authorisation in writing before shipping anything back.
6. Use a tracked service and keep the tracking number.
7. Keep all correspondence until the refund appears on your statement.

Confirm these at checkout

• Whether the window is 60 days or something else, in writing
• Whether it runs from purchase or from delivery
• Whether opened or partly used bottles are accepted
• Whether shipping costs are refunded
• Whether a restocking fee applies
• Which address returns must go to
• Which company name will appear on your card statement

Refunds relating to this website

gelasggen.com sells nothing directly, so there is nothing to refund here. If you were charged by a site claiming to be us, contact your card issuer immediately and let us know at editorial@gelasggen.com.