Refund policy

Return and Refund Policy

We want you to be certain about the piece you have chosen. If it is not right, here is exactly how a return works.

Return window

You have 30 calendar days from the day your order is delivered to request a return.

Condition requirements

To be eligible, the item must be unused, uninstalled, unaltered, and returned with all original parts, mounting hardware, and original packaging. Please keep the box until you are sure you are keeping the fixture — returns cannot be accepted without it.

How to start a return

Email support@gallero.shop with your order number and photographs of the item. We will reply with return instructions and a return address.

Approval is required before you mail anything back. Unannounced returns sent without instructions cannot be processed, tracked, or refunded.

Return shipping

We cover it if the item arrived damaged, defective, or is not what you ordered. You choose a replacement or a full refund.
You cover it if you changed your mind — wrong size for the space, did not suit the room, no longer wanted.

Large fixtures are heavy and awkward to ship, so please check the dimensions and weight listed on the product page before ordering. We recommend a trackable, insured service; we cannot refund a return that never reaches us.

Damaged or broken on arrival

Our fixtures use natural stone, glass and alabaster, which can be damaged in transit. Inspect your order on delivery. If anything is cracked or broken, photograph it — including the outer box and packing materials — and contact us within three calendar days of delivery. We will replace the damaged part or the whole fixture at no cost to you. Please keep all packaging until the claim is resolved, as the carrier may require an inspection.

Refunds

Once your return arrives and passes inspection, we will notify you of the outcome. Approved refunds are issued to your original payment method within 10 business days of inspection. Depending on your bank or card issuer it can take a further few days to appear on your statement. Any shipping charges you paid are non-refundable.

Restocking fees

We do not charge restocking fees.

Items we cannot accept back

Fixtures that have been installed, wired, assembled, or modified. These cannot be returned on the basis of preference, size, color, or compatibility.
Items returned without their original packaging or with parts or hardware missing.
Items returned more than 30 days after delivery.
Custom and made-to-order pieces.
Items clearly marked final sale on the product page.

Natural stone varies in veining, tone and pattern from piece to piece. This variation is a property of the material and is not a defect, so it is not grounds for a damaged-item return — though it is of course covered by the standard 30-day change-of-mind window.

Cancellations

Orders can be cancelled for a full refund any time before they ship. Once an order has shipped it must be handled as a return. Custom and made-to-order pieces cannot be cancelled once production has begun.

Exchanges

The fastest way to exchange is to return the original item for a refund and place a new order for the piece you want, so you are not waiting on the return to clear before the new piece is reserved.