Last Revised: April 13, 2026
This Return & Refund Policy applies to purchases made on gemimart.com.
gemimart.com serves customers in the United States, while our business correspondence and return address is located in Italy.
1. Return Window
We accept return requests within 30 days after the date of delivery.
To start a return, customers must contact us within the 30-day return window. Return requests submitted after 30 days from delivery may not be accepted unless required by applicable law.
2. Return Eligibility
To be eligible for a return, the item must meet the following conditions:
The item must be unused, undamaged, and in its original condition.
The item must include its original packaging, tags, manuals, accessories, and any included parts.
The item must not show signs of wear, misuse, washing, alteration, damage, or improper handling.
The item must be returned with proof of purchase or order information.
Items that do not meet these conditions may be refused or may qualify only for a partial refund.
3. Return Reasons We Accept
You may request a return for the following reasons:
The item arrived damaged.
The item is defective or has a quality issue.
You received the wrong item.
The item does not meet your expectations.
You changed your mind.
You ordered the wrong item.
4. Non-Returnable Items
The following items may not be eligible for return unless they are defective, damaged, or incorrect:
Items that have been used, worn, washed, altered, or damaged after delivery.
Items missing original packaging, accessories, tags, manuals, or included parts.
Items returned without prior authorization.
Items returned after the 30-day return window.
Personalized, customized, made-to-order, or final sale items, if clearly stated on the product page.
Products that cannot be returned for hygiene, safety, or health reasons once opened or used, where applicable.
5. How to Start a Return
To request a return, please contact us first by email:
Email: [email protected]
Please include the following information:
Your order number.
The email address used at checkout.
The item you want to return.
The reason for the return.
Photos or videos if the item is damaged, defective, or incorrect.
After receiving your request, we will review it and provide return instructions if the return is approved.
Please do not send any item back without contacting us first. Returns sent without prior authorization may not be accepted.
6. Return Address
Approved returns should be sent according to the instructions provided by our customer support team.
Our return address is:
Gemimart
Via Roma, 122/6
36060 Schiavon VI
Italy
Customers are responsible for making sure the returned package is properly packed and shipped with a trackable shipping method.
We are not responsible for returns lost or damaged during return transit if the return shipping is arranged by the customer.
7. Return Shipping Costs
Return shipping cost depends on the reason for the return.
If the return is caused by our error
If the item is confirmed to be defective, damaged on arrival, or incorrect due to our error, we will provide an appropriate solution. This may include:
A replacement.
A refund.
A return label, where available.
Reimbursement of approved return shipping costs.
Other return instructions depending on the situation.
For damaged, defective, or incorrect items, please contact us within 7 days of delivery and provide clear photos or videos showing the issue.
If the return is due to customer reasons
For returns due to customer reasons, the customer is responsible for return shipping costs.
Customer reasons include, but are not limited to:
Changed mind.
Ordered the wrong item.
No longer needed.
Personal preference.
Incorrect address provided by the customer.
Failure to collect the package.
Original shipping fees, if any, may not be refundable for customer-reason returns.
8. Refund Process
After we receive your returned item, we will inspect it and notify you whether the refund is approved.
If approved, the refund will be issued to the original payment method.
Our refund review usually takes 1–3 business days after the returned item is received and inspected.
After we issue the refund, your bank or payment provider may take additional time to post the funds to your account. This usually takes 5–15 business days, depending on the payment provider.
9. Partial Refunds
We may issue a partial refund in the following situations:
The item is returned with missing packaging, accessories, manuals, or parts.
The item shows signs of use, wear, damage, or improper handling.
The returned item is not in the same condition as when it was delivered.
The return causes additional costs due to incomplete or improper return packaging.
If a partial refund applies, we will explain the reason before finalizing the refund.
10. Exchanges
If you would like to exchange an item, please contact us at:
Exchanges are subject to product availability and return eligibility.
If the requested replacement item is not available, we may offer a refund or another suitable solution.
For customer-reason exchanges, the customer may be responsible for return shipping and any price difference between items.
11. Order Cancellations
You may request to cancel an order before it has been shipped.
If the order has not yet been processed, packed, or dispatched, we will cancel the order and issue a refund to the original payment method.
If the order has already been shipped, it cannot be cancelled. In that case, the order may need to be handled according to this Return & Refund Policy after delivery.
12. Damaged, Defective, or Incorrect Items
Please inspect your order after delivery.
If you receive a damaged, defective, or incorrect item, contact us within 7 days of delivery at:
Please include:
Your order number.
A description of the issue.
Clear photos or videos of the item, packaging, shipping label, and damaged or incorrect parts.
Once the issue is verified, we will offer a suitable solution, such as a replacement, refund, or return instructions.
13. Refused Delivery or Failed Delivery
If a package is refused, unclaimed, or cannot be delivered due to an incorrect or incomplete address provided by the customer, the customer may be responsible for return shipping fees, reshipping fees, carrier charges, customs charges, or any other related costs.
If the package is returned to us, any refund may be reduced by the costs incurred.
14. Customs, Duties, and Return Shipments
For international return shipments to Italy, customs declarations and return shipping documentation may be required.
Customers are responsible for correctly marking the package as a return where applicable and following the return instructions provided by our support team.
We are not responsible for customs delays, additional customs fees, or failed return delivery caused by incorrect return documentation provided by the customer.
15. EU Consumer Rights Notice
gemimart.com serves customers in the United States, and this policy provides a 30-day return window for eligible purchases.
Because our business correspondence address is located in Italy, customers may also have mandatory rights under applicable consumer protection laws where such laws apply.
Under EU consumer rules, consumers generally have a 14-day right of withdrawal for online purchases, starting from the date of delivery, without needing to provide a reason.
Nothing in this policy is intended to limit any rights that cannot be excluded under applicable law.
16. Contact Us
If you have any questions about returns, refunds, exchanges, or cancellations, please contact us:
Gemimart
Via Roma, 122/6
36060 Schiavon VI
Italy
Email: [email protected]
Website: gemimart.com