Refund policy
If you are not satisfied with your purchase and wish to return an item, please contact us at info@gemorashop.com, providing your order number and the reason for your return. Please note that you have 14 days from the date of receipt to initiate a return; after this period, your product will not be accepted for return. If you decide to return an order, you will be responsible for the return shipping costs.
Our customer service team will review the return request and send further instructions if the return is approved. Returned items must be in their original packaging, including all accessories, manuals, and documentation.
Returned items must be unused, in the same condition as when we sent them to you, and in their original packaging. Stains, bent cards, broken stamps, or torn plastic sheets will not be accepted. If the condition of the returned product is unacceptable, we reserve the right to refuse the return or exchange. Personalized products are not eligible for refunds or exchanges.
Non-returnable items include items purchased from retailers, incorrectly purchased products, and products damaged due to mishandling by the customer. We reserve the right to refuse any return.
WHAT SHOULD I DO IF THE PRODUCT I RECEIVED IS DAMAGED OR INCORRECT?
Please contact our customer service team by email at info@gemorashop.com to initiate the return process. Please include the following information:
Order number,
Proof of purchase,
Video or photo of the product to be returned (if applicable),
Full shipping address,
Phone number
In some cases, you may be asked to include a video or photo of the defective product as proof of purchase in order to process a refund or replacement.
HOW LONG DOES THIS PROCESS TAKE?
Return processing can take up to 14 business days from the day we receive your return. We will send you a confirmation email once your return has been processed. For returned items, a full refund will be issued for the returned merchandise. For non-defective items, the refund excludes all shipping and handling charges.
WHEN WILL I RECEIVE MY REFUND?
All refunds will be credited to your original payment method. If you paid by credit or debit card, the refund will be sent to your card issuer within 14 business days of receiving the returned item or cancellation request. Please contact your card issuer if you have any questions about when the credit will be applied to your account. If you haven't yet received a credit for your return, here's what to do:
Contact your bank or credit card company. It may take some time for the refund to be credited to your account.
HOW CAN I CHANGE OR CANCEL AN ORDER?
We allow you to change or cancel an order within 12 hours of purchase. To do so, email us at info@gemorashop.com with your order number and reason for the change. Our team will be happy to assist you.