Eligibility Criteria: (a) Faulty or Damaged products (b) Incorrect Items received
We will conduct quality check on the product before shipping it out, to ensure there is no defect. However, please be aware that the shipping process may, on rare occasions, result in minor defects or imperfections to the products. The eligibility criteria for a refund is when you receive a faulty or damaged item or receive an incorrect item. To be eligible for a refund, items must be unused, unworn, and in the same condition as received. Tags must still be attached. Please provide some photos or video of opening the package. We do not accept returns or refunds for products simply due to a customer’s change of mind, wrong size, wrong colour, duplicates, or personal preference. Any wear and tear or damage incurred by the product after being worn or washed will not be deemed a defect. We have a 14-day return policy, which means you have 14 days after receiving your item to request a return or refund.
Eligibility Criteria: (a) Incorrect size
The exchange request must be initiated within 14 days from the date of purchase. Items must be unworn, unwashed, and in their original condition with all tags attached. For size issues, customers must cover the total shipping fees. Exchanges do not include refunds. The Gateways reserves the right to refuse any exchange that does not meet the specified criteria.
To initiate a refund/return/exchange, please contact our customer support team at support@thegateways.com. Please provide photos or video of opening the package, your order number, the item you wish to return, and the reason for the refund/return/exchange. We will contact you within 7 working days and will assist you further.