Refund policy

GEMORIA Return & Refund Policy

We want you to be happy with your GEMORIA purchase. If you are not completely satisfied with your order, you may request a return in accordance with the policy below.

1. 30-Day Return Policy

We accept eligible return requests made within 30 days of delivery.

To be eligible for a return, the item must:

  • Be unused, unworn, and in its original condition;

  • Be returned with its original packaging and accessories;

  • Show no signs of wear, use, alteration, damage, or contamination;

  • Include proof of purchase or the relevant order information.

Items that do not meet these conditions may not be eligible for a refund.

Please contact us before returning any item. Returns sent without prior authorization may not be accepted.

2. Non-Returnable Items

For hygiene, customization, and other applicable reasons, certain items cannot be returned, including:

  • Items that have been worn, used, applied, altered, or damaged after delivery;

  • Personalized or custom-made products, including products made specifically according to a customer's requested specifications;

  • Gift cards;

  • Items clearly marked as Final Sale at the time of purchase.

Items purchased using a promotional or discount code are not automatically considered Final Sale unless they were specifically marked as Final Sale when purchased.

3. How to Request a Return

To request a return, please contact our customer service team within 30 days of delivery and provide:

  • Your order number;

  • The name or email address associated with the order;

  • The item(s) you would like to return;

  • The reason for the return;

  • Photos of the item and packaging when requested.

Once your return request has been reviewed and approved, we will provide return instructions and the appropriate return address.

Please do not send a return to us without receiving return authorization and instructions first.

4. Return Shipping Costs

For returns due to a change of mind, incorrect size selection, or other reasons not caused by GEMORIA, the customer is responsible for return shipping costs.

We strongly recommend using a trackable shipping service and keeping your shipping receipt and tracking information until your return has been completed.

GEMORIA is not responsible for return packages that are lost or damaged while being shipped back to us when the return shipping is arranged by the customer.

If you receive an incorrect, damaged, or defective item due to an error on our part, please contact us as described below. We will review the issue and provide an appropriate resolution.

5. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If your item arrives damaged, defective, or different from what you ordered, please contact us within 3 days of delivery.

To help us resolve the issue, please provide:

  • Your order number;

  • A description of the issue;

  • Clear photos of the affected item;

  • Photos of the packaging and shipping label when applicable.

After reviewing the information provided, we may offer an appropriate solution, such as a replacement, refund, or other remedy depending on the circumstances.

If the issue is confirmed to have resulted from our error, GEMORIA will be responsible for reasonable return shipping costs when a return is required.

6. Exchanges

If you would like a different item, design, or size, please contact us to determine whether an exchange is available.

For faster service, we may recommend returning the eligible item for a refund and placing a new order for the desired item.

Any item returned for exchange must meet the same eligibility requirements described in this policy.

Unless the exchange is required because of an error by GEMORIA, the customer is responsible for applicable return and re-shipping costs.

7. Refunds

Once we receive your return, we will inspect the item and notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

Please allow approximately 2–5 business days for us to process an approved refund after inspection. Your bank, credit card company, or payment provider may require additional time to post the refund to your account.

Original shipping charges are generally non-refundable unless the return results from an error by GEMORIA or otherwise required by applicable law.

If more than 15 business days have passed since we confirmed that your refund was issued and you have not received it, please contact our customer service team.

8. Order Cancellations

If you need to cancel or modify an order, please contact us as soon as possible after placing it.

We will make reasonable efforts to accommodate your request, but we cannot guarantee cancellation or modification once an order has entered processing, fulfillment, or shipment.

If an order has already shipped, the applicable return terms in this policy will apply.

9. European Union Customers

If your order is shipped to a country within the European Union, you may have additional cancellation or withdrawal rights under applicable consumer protection laws, including a statutory cooling-off period where applicable.

Nothing in this policy is intended to limit any consumer rights that cannot legally be excluded or restricted.

10. Contact Us

For return, refund, exchange, damaged-item, or order-related questions, please contact GEMORIA Customer Support through the contact information provided on our website.

Please include your order number whenever possible so that we can assist you more efficiently.

GEMORIA reserves the right to update this Return & Refund Policy from time to time. The policy applicable to your purchase will be subject to applicable law and the terms presented at the relevant time.