Our policy lasts 15 days. If 15 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We will only accept returns for defective items. A proof clearly showing the defect shall be provided in the form of pictures or a short video
You need to contact us before making any return, and confirm the warehouse return address with us. Please do not return packages to our office address. It will be in this case returned to the sender
Several types of goods are exempt from being returned. Perishable, and disposable goods cannot be returned. We also do not accept products that are intimate or sanitary goods
Additional non-returnable items:
Some health and personal care items
There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 15 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Every day, more than 180 millions packages are being handled by USPS, this makes absolutely inevitable that some packages will face delivery issues. In this case, please contact us, and we will help you recover your package, or send you a replacement
We can cancel your order as long as it wasn't shipped yet. Please contact us as fast as possible if you wish to cancel. We will do our best to withdraw your package, but in some cases the package might have already been sent. If you contact us more than 12 hours after placing your order, we can't unfortunately guarantee that we will be able to cancel
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. It may take some time before your refund is officially posted. There is often some processing time before a refund is posted. If you wait an additional 5 business days, and still don't see you refund, please contact us to confirm that your refund has been successfully refunded, and then contact your bank once we confirm
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Lost or Stolen Packages
Gembay USA is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, Gembay USA will confirm the delivery to the address provided, date of delivery, tracking information, and shipping carrier information for the customer to investigate. Please make sure to enter the correct delivery address. We can not be responsible for lost packages delivered to the wrong address
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.