1. Overview
At Gemthelic, customer satisfaction is one of our top priorities. If you are not completely satisfied with your purchase, we offer a clear and transparent return and refund process to ensure a smooth shopping experience.
This policy outlines the conditions under which products purchased from our website may be returned or refunded.
2. Return Eligibility
Customers may request a return within 30 days of receiving the order.
To qualify for a return, items must meet the following conditions:
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The product must be unused and in its original condition
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All original tags, packaging, and accessories must be included
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The item must not show signs of wear, damage, or alteration
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Proof of purchase (order number or receipt) is required
Items that do not meet these conditions may not be eligible for a refund.
Industry practice typically provides a return window of 15–30 days to balance customer convenience and operational efficiency.
3. Non-Returnable Items
Certain items cannot be returned or refunded, including:
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Personalized or custom-made products
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Final sale or clearance items
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Items that have been worn, used, or damaged after delivery
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Gift cards or digital products
These restrictions help maintain product quality and fairness for all customers.
4. Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect product, please contact us within 7 days of delivery.
When submitting your request, please include:
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Your order number
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A description of the issue
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Clear photos of the product and packaging
Once the issue is verified, we will arrange a replacement or refund as appropriate.
5. Return Process
To initiate a return, please follow these steps:
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Contact our customer support team via email.
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Provide your order number and reason for return.
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Wait for confirmation and return instructions.
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Ship the item to the return address provided.
Customers may be responsible for return shipping costs, unless the item is defective or incorrect.
6. Refund Process
Once we receive and inspect the returned item, we will notify you regarding the approval of your refund.
If approved:
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Refunds will be issued to the original payment method used during purchase.
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Processing typically takes 5–10 business days depending on your bank or payment provider.
Shipping costs are generally non-refundable unless the return is due to our error.
7. Exchanges
If you would like to exchange an item for a different size or product, please contact our support team. Exchanges are subject to product availability.
8. Late or Missing Refunds
If you have not received your refund yet:
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Check your bank account again
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Contact your credit card provider
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Contact your bank, as processing times may vary
If you have completed these steps and still have not received your refund, please contact our support team.
9. Contact Information
For questions regarding returns or refunds, please contact us:
Gemthelic Customer Support
Address 1: 96 68e Avenue LaSalle, Montréal, QC, Canada
Address 2: 1924 Blakely Court Bellingham, Washington, USA
Email: [email protected]
