Refund policy
Return Policy for Persona Eterna (Powered by Gelato)
At Persona Eterna, customer satisfaction is our priority. Please review our return policy to ensure a smooth process:
Damaged or Defective Items
If you receive a damaged or defective item, please contact us within 14 days of delivery with a photo of the item and a description of the issue. We’ll send a replacement or issue a refund as appropriate, at no additional cost to you.
Order Errors
If your order contains an error (e.g., incorrect item, size, or design), contact us within 14 days of delivery with your order number and a description of the issue. We’ll promptly resolve the matter by offering a replacement or a refund.
Non-Returnable Items
As all items are custom-made and printed on demand through Gelato, we cannot accept returns for:
- Change of mind
- Incorrect size selection (please consult our size chart before purchasing)
- Personalized items with incorrect information provided by the customer
Returns Process
- Contact Us: Email us at info@splitpersona.com with your order number and details about your request.
- Review: Our team will review your request and respond within 1-2 business days.
- Resolution: If approved, we’ll guide you through the next steps, such as sending a replacement or processing a refund.
Refunds
Refunds will be issued to the original payment method once the return is approved. Please allow 5-10 business days for the funds to appear in your account.
Shipping Costs
Shipping costs are non-refundable unless the return is due to a defect or our error.
Thank you for supporting Split Persona and shopping at Persona Eterna! If you have any questions or concerns, feel free to reach out to our support team.