Refund policy

This policy applies to orders shipped to Australia. Our store policy allows return requests within 30 days after arrival, subject to the conditions below. Nothing in this policy excludes or limits rights or remedies available under Australian Consumer Law.

How to request a return or refund
Email support@gonelve.com with your order number and a description of the issue or return request. Please wait for our instructions before sending an item back.

Change-of-mind returns
You may request a return within 30 days after arrival, subject to the item being unused and in its original condition with packaging, labels and accessories. Contact us to confirm eligibility and receive instructions. We will explain any applicable return arrangements before you send the item.

Faulty, damaged or incorrect items
If an item is faulty, damaged, incorrect or not as described, contact us with your order number and details. Australian Consumer Law provides consumer guarantees and remedies in applicable circumstances. This policy does not exclude or limit those rights.

Refunds
For approved change-of-mind returns, we process refunds within 7 days after receiving and inspecting the returned item. Refunds are made to the original payment method unless agreed otherwise. Your payment provider may take additional time to show the credit. Statutory rights and remedies remain unaffected.

Order cancellation
If you need to cancel an order before dispatch, email us as soon as possible. We cannot guarantee cancellation once dispatched. This does not affect rights available under Australian Consumer Law.

Contact us
Gonelve
Business address: Tīnūžu iela 14, Latgales priekšpilsēta, Rīga, LV-1021, Latvia
Returns address: 2-8 South Link, Dandenong South, VIC 3175, Australia
Email: support@gonelve.com
Phone: +61 3 9793 8111
Customer service: Monday–Friday, 9:00–17:00 Central European Time. We aim to reply within 1–2 business days.