Refund policy

Quality Guarantee

Your satisfaction with the quality of products ordered through Gelato is important to us. If you’re unhappy with the quality of an item, please contact us within 30 days of receiving it. We’ll review the issue and work to find the best possible solution.

If our quality assurance team approves your claim, we’ll gladly send a free replacement order to your customer as quickly as possible. Our goal is always to resolve issues promptly and ensure your customers are happy with their purchases.

If sending a replacement isn’t possible, or if your customer can’t wait for a new item to arrive, let us know when you reach out and we’ll arrange a refund instead.

For more details on how to report order issues, please refer to the article How do I report a problem with my order?

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Color Consistency

We work with our print partners using the same machines, paper types, and production processes to reduce color variation. However, printing involves chemical processes, and exact color consistency cannot be guaranteed. Final results may be affected by factors such as:

Machine type

Machine settings

Paper type

Room humidity

Time since the machine was last cleaned

Color differences caused by these factors are considered normal and fall within acceptable tolerance levels. As such, they are not covered by our quality guarantee.

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Defective or Damaged Products

If you or your customer receive products that are defective or damaged for reasons not related to the content you or your customer provided, we will cover the cost of a replacement order. This includes:

Products damaged during delivery

Incorrect quantities or item counts

Products that do not meet quality standards