Refund policy

1. No Refund Policy (General Rule)

All sales are final and non-refundable, except in strictly limited circumstances defined in Section 2.

By completing your purchase, you acknowledge and agree that:

• You have reviewed the full product description
• You understand what is included in your order
• You accept that refunds are not provided for reasons outside the defined exceptions

This policy is enforced in accordance with applicable payment processing standards, including those used by Shopify Payments.

 

2. Limited Eligibility for Refund or Replacement

Refunds or replacements are granted only under the following verifiable conditions:

a) Product Arrives Damaged

• Must be reported within 48 hours of confirmed delivery
• Must include clear photographic or video evidence
• Evidence must show both the product and original packaging

b) Order Confirmed Lost in Transit

• Shipment must be officially classified as lost based on carrier tracking data
• The shipping address entered at checkout must be accurate and complete

If approved, Gentle Gains reserves the right to:

• Issue a replacement, or
• Issue a refund to the original payment method

 

3. Non-Refundable and Non-Disputable Cases

The following situations are not eligible for refunds, replacements, or chargeback claims:

• Incorrect or incomplete shipping address entered by the customer
• Failure to receive, accept, or collect the package
• Orders marked as “Delivered” by the carrier
• Delays caused by shipping carriers, customs, or external logistics issues
• Dissatisfaction with the product or subjective expectations
• Misinterpretation or failure to read the product description
• Assumption that digital products are physical items

These conditions are clearly disclosed prior to purchase and constitute customer agreement at checkout.

 

4. Digital Product Terms (Workout Guide)

Each purchase includes access to a digital workout guide.

By placing an order, you acknowledge and agree that:

• The workout guide is delivered digitally (non-physical)
• Digital products are non-refundable and non-returnable
• Access to digital content constitutes full delivery of that portion of the purchase

Any dispute claiming non-receipt of a physical item that is clearly defined as digital will be considered invalid.

5. Chargebacks, Disputes & Fraud Prevention

By completing a transaction, you agree to first contact us at [your support email] to resolve any issue before initiating a dispute.

You further agree that:

• Filing a chargeback without prior contact constitutes a violation of this policy
• Gentle Gains reserves the right to formally contest all disputes that contradict this policy

In the event of a chargeback filed through Shopify Payments or associated banking institutions, we will submit evidence including but not limited to:

• Proof of customer agreement to this Refund Policy at checkout
• Order confirmation and transaction records
• IP address, geolocation data, and fraud screening results
• Product page content at time of purchase
• Shipping confirmation and carrier delivery verification
• Customer communication history (if applicable)

This evidence is used to demonstrate:

• Proper fulfillment of the order
• Accurate product representation
• Customer acknowledgment of terms prior to purchase

6. Delivery Confirmation Clause

Carrier-provided tracking information indicating a successful delivery to the address entered at checkout constitutes valid proof of fulfillment.

Gentle Gains is not responsible for:

• Lost or stolen packages after confirmed delivery
• Delivery issues caused by incorrect address entry

Such claims are not valid grounds for refunds or chargebacks.

7. Customer Responsibility Agreement

By placing an order, you accept full responsibility for:

• Providing accurate shipping and contact information
• Reviewing product details before purchase
• Understanding what is included in your order

Failure to do so does not qualify for refunds or dispute claims.

8. Policy Acceptance & Enforcement

By completing checkout, you confirm that:

• You have read, understood, and agreed to this Refund Policy
• You waive the right to disputes that contradict these terms

This agreement is enforceable and may be presented as evidence in payment disputes.

9. Contact Information

For all inquiries, contact:

Email: info@gentlegains.com
Response Time: 24–72 business hours