Return policy

Effective Date: August 2026

This Return & Refund Policy applies to all food and freeze-dried fruit products purchased through gekbars.com. Because our products are food items, certain return and refund restrictions apply for food safety and hygiene reasons.

By placing an order through Gekbars, you acknowledge and agree to the terms outlined in this policy.

1. General Return Restrictions

Due to the nature of food products, we generally do not accept returns of products that have been opened, consumed, partially used, or otherwise handled after delivery.

The following situations are generally not eligible for return or refund:

• Products that have been opened or consumed

• Products that have been partially used

• Products returned due to personal taste preferences or flavor preferences

• Products that customers simply do not like

• Products that have been improperly stored or handled after delivery

• Products that have passed their best-before date after being received due to delayed consumption

We encourage customers to carefully review product descriptions, ingredients, allergen information, and storage instructions before placing an order.

2. Eligible Return, Refund & Replacement Situations

We may provide a refund, replacement, or reshipment when a product is confirmed to have a valid order-related or delivery-related issue.

Eligible situations may include:

• Products arrive damaged, severely crushed, leaking, or otherwise physically compromised during transportation

• Products arrive in a condition that makes them unsuitable for consumption

• Incorrect products are shipped

• Products are missing from an otherwise correctly placed order

• A significant fulfillment error occurs

• Other verified product or order issues that qualify for assistance under applicable law

Each request will be reviewed individually based on the circumstances and supporting evidence provided.

3. Reporting Time & Required Evidence

For damaged, defective, incorrect, or missing products, please contact our customer support team within 48 hours of delivery whenever possible.

To help us review your request, please provide:

• Your order number

• A clear photo of the shipping label

• Clear photos or videos showing the condition of the package

• Clear photos or videos of the affected product and packaging

• A description of the issue

• Any other information reasonably requested by our customer support team

For damaged products, please retain the original packaging until the claim has been reviewed, as the shipping packaging may be required to assess the issue.

Requests submitted without sufficient information or supporting evidence may require additional review and may delay the resolution process.

4. Review & Processing Time

Once we receive your request and the required information, our customer service team will generally review the case within 2–3 business days.

If additional information, photographs, or other evidence is needed, we may contact you before making a final determination.

After the review is completed, we will notify you of the available resolution, which may include a refund, replacement, reshipment, or other appropriate solution.

5. Replacement & Reshipment

When an eligible product issue is confirmed, Gekbars may, depending on product availability and the circumstances of the case, offer one of the following solutions:

Replacement

If the affected product is available, we may arrange to send a replacement of the same product.

Replacement orders for verified damaged, defective, or incorrect products will generally be shipped at no additional charge to the customer.

Reshipment

For missing products, incorrect shipments, or packages that require reshipment due to a verified fulfillment issue, we may arrange a replacement shipment after confirming the order details.

Product Substitution

If the original product is unavailable, we may contact you regarding a suitable alternative or provide an applicable refund instead.

Any replacement or reshipment arrangement will be determined based on product availability and the specific circumstances of the order.

6. Refunds

If a refund is approved, the refund will generally be issued to the original payment method used for the purchase.

Once we authorize the refund, processing will normally be completed within 3–5 business days on our side. Depending on the payment provider or financial institution, it may take an additional 5–10 business days for the refunded amount to appear in your account.

The actual time required for the funds to become available may vary depending on the payment method and financial institution.

7. Reshipping & Additional Shipping Costs

For verified issues caused by our fulfillment process, such as an incorrect product, missing product, or confirmed damaged product, Gekbars will generally cover reasonable reshipping costs.

If a package must be resent because of an incorrect address, incomplete delivery information, refusal of delivery, failure to collect a package, or another circumstance caused by the customer, additional shipping or reshipment charges may apply.

Where applicable, we will inform you of any additional shipping charges before arranging the reshipment.

8. Returns for Food Products

In most cases, customers will not be required to return damaged or defective food products.

For food safety reasons, we may instead request photographs or videos of the affected product and packaging to verify the issue.

If a return is exceptionally required, our customer service team will provide specific instructions. Customers should not send food products back without receiving return instructions from Gekbars.

9. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible after placing the order.

We will make reasonable efforts to accommodate cancellation requests received before the order has been processed or shipped.

Once an order has been shipped, cancellation may no longer be possible, and the request may instead be handled according to the applicable return, refund, or delivery procedures.

10. Customer Responsibilities

Customers are responsible for:

• Providing accurate shipping and contact information

• Checking the package and products after delivery

• Following product storage and handling instructions

• Reviewing product and ingredient information before consumption

• Contacting us promptly when an eligible product or order issue occurs

• Providing accurate and complete information when submitting a return, refund, or replacement request

We may decline requests that involve inaccurate information, insufficient evidence, unreasonable delays, misuse of the return and refund process, or circumstances outside the scope of this policy, subject to applicable law.

11. Refunds for Taste or Personal Preference

Because food preferences are subjective, we do not generally provide refunds, replacements, or exchanges simply because a customer does not enjoy the flavor, texture, sweetness, appearance, or overall taste of a product.

We encourage customers to review the product description and available ingredient information before purchasing.

12. Policy Exceptions

Nothing in this policy is intended to limit or exclude any rights or remedies that cannot legally be limited or excluded under applicable federal, state, or local law.

Where required by applicable law, Gekbars will handle eligible claims in accordance with the customer's legal rights.

13. Policy Updates

We may update or revise this Return & Refund Policy from time to time to reflect changes in our business practices, products, fulfillment procedures, or applicable legal requirements.

Any revised version will be published on this page with the applicable effective date.

Your continued use of our website after an updated policy is published constitutes acceptance of the revised policy, to the extent permitted by applicable law.

14. Contact Us

If you have questions about returns, refunds, replacements, damaged products, incorrect orders, or other after-sales matters, please contact us:

ROMA FOOD GROUP, INC.
3636 NW 60 Street
MIAMI, FL 33142
United States

Customer Support Email: [email protected]

When contacting us about an existing order, please include your order number and relevant details or photographs so that our team can review your request more efficiently.