Warranty & Returns

Warranty & Returns

Warranty

At GEMLUX, we are 100% committed to customer satisfaction and proudly stand behind our products. Our team strives to design, develop, engineer, and sell world-class products for our customers.

To ensure a lifetime of success with your boat and your GEMLUX parts, they should be maintained as outlined in our product use instructions and in keeping with common marine care guidelines. Generally, all products should be kept clean and free of salt. You should wash your entire boat and remove salt and dirt after each use. For mechanical parts, make sure to lubricate them on a regular basis. It is important that you use covers and wax exposed carbon fiber, nylon, and composite parts to prevent UV damage. Please visit our FAQ page for more information on how to care for our products.

GEMLUX provides a Lifetime Warranty against structural corrosion for all Stainless Steel parts.*

*Please note that “bleeding” of stainless steel is common when the parts are not installed or cared for correctly. It will be further damaged if you try to clean the bleeding with any chemicals that damage the passive layer. Click here to read more about how to properly care for GEMLUX products. If your part is “bleeding,” we recommend that you ensure it was properly installed, clean your entire product with stainless steel cleaner, and then properly re-install it. You can purchase our Super Stainless Cleaner here

GEMLUX provides a 3-year mechanical warranty on all Outrigger Bases and other Mechanical Parts such as Friction Hinges and Latches.

GEMLUX provides a 3-year mechanical warranty for all Carbon Fiber Products.

GEMLUX provides a 1-year warranty against UV for all Carbon Fiber Products. 

If you have an issue with any of our products, please let us know. We will do everything we can, to help resolve your problem. Fill out this formprovide multiple photos, and tell us what happened in detail. We will review your claim and contact you as soon as possible to find a solution.

 

IT IS THE SOLE RESPONSIBILITY OF THE PURCHASER TO DETERMINE THE VIABILITY OF A GEM PRODUCT FOR THEIR SPECIFIC NEED AND APPLICATION. GEM MAKES NO WRITTEN OR EXPRESSED VERIFICATION, NOR DOES IT AUTHORIZE ANY OF ITS EMPLOYEES TO CERTIFY AN INSTALLATION OF A GEM PRODUCT.

GEM SHALL NOT BE LIABLE FOR LOSS OR MISUSE OF ITS PRODUCTS, NOR SHALL GEM BE LIABLE FOR OTHER INCIDENTAL OR CONSEQUENTIAL COSTS, EXPENSES, OR DAMAGES INCURRED BY THE ORIGINAL PURCHASER OR BY ANY OTHER PERSON, FIRM OR CORPORATION. LABOR COSTS ASSOCIATED WITH REPLACEMENT/REPAIR OF INSTALLATION OR PRODUCT WILL NOT BE REIMBURSED.

This warranty is void if the product warranted has been damaged by accident or unreasonable use, neglect, improper installation or service or other cause not arising out of defects in material or workmanship.

During the warranty period, your GEM product will either be repaired or it will be replaced with a like product (at GEM's option) without charge to the original purchaser, when prepaid and insured, with proof-of-purchase date to GEM at its address listed on the back cover of this catalog. Any expenses incurred in the removal, replacement, or transportation of the product are not covered by this warranty. Any acceptance of product by GEM for replacement shall not be deemed an admission that the product is in violation of warranty or defective.

This warranty is GEM's only express warranty. Any implied warranty shall not extend beyond one year from the date of original purchase. Some states do not allow limitations on implied warranties, so this limitation may not apply to you.

In the event of replacement, the replacement product will continue the warranty time of the original product, or ninety (90) days, whichever is longer.

This warranty gives you specific legal rights. You may have other rights which vary from state to state. It is the responsibility of the person/company installing the product to evaluate GEM’s products for fitness and applicability to their specific need or use.

IMPORTANT: FOR THIS WARRANTY TO BE EFFECTIVE, GEM MUST BE SUPPLIED WITH PROOF-OF-PURCHASE DATE OF THE PRODUCT.

Overstock/Clearance Items

All sales of items with an overstock or clearance discount are sold AS-IS, and can only be returned if defective as covered under GEM’s warranty policy. GEM will not accept returns for non-warranty claims of overstock / clearance items. GEM cannot guarantee replacements for overstock / clearance items, and therefore will issue a “store credit" for returns covered under GEM warranty.

Shipping

    • All shipments are FOB shipping from Jacksonville, FL. All orders ship out Monday-Friday only. Domestic website orders will ship the same day if the order is placed before 2:30 PM Mon-Thur or 12 PM on Friday, and UPS is selected as the carrier. If the item requires assembly time it will ship the following day the order is placed. If you place your order on Saturday or Sunday, it will ship out early the following week. ALL International orders, outrigger, flag pole, shade pole, and dredge boom orders require 24 hours before we can ship them.
    • In store pickup orders are usually ready within 24 hours or less. Please note holiday hours and retail store hours as that may effect your pickup time (for example orders placed on Friday will not be ready until the following Monday at the earliest).  PLEASE DO NOT come to pickup your order UNTIL you receive a "Your order is ready for pickup" email, as your order will not be ready until then. 
    • All FedEx and USPS orders will not ship until the following business day after the order has been placed.
    • FREE UPS GROUND SHIPPING is valid for retail customers only. This offer does NOT apply to OEM customers. Valid on the lower 48 states ONLY and can only be used with UPS Ground. Cannot be combined with any other offer, including sale items. 
    • All orders must be prepaid prior to processing, unless customer has been approved for an open line of credit.
      • Orders, items, and/or quantities may be subject to accounting, sales, and/or volume approvals before processing begins.
        • Once processing of a shipment has begun in our warehouse changes to the order will not be accepted.
          • We try to process shipments the same day whenever possible. However, GEM does not guarantee an order will ship the same day it is received. GEM will ship orders within one (1) business day upon receipt of payment AND approval has been granted (when applicable), or we will attempt to notify customer within one (1) business day if the order is not able to ship as expected. Exceptions to this are noted below.
            • Certain items are assembled or kitted on demand as orders are received. These items may require additional time to process. We encourage customers to plan their supply chain accordingly when ordering assembly items. Please contact a GEM sales representative if you have any questions regarding your items or processing times.
              • Large items or shipments requiring use of pallets and LTL shipping carriers may require one (1) additional business day to process. Shipments in excess of 150 lbs. will typically be palletized.
              • International Customers

                Please select your country from the flag icon at the bottom of the left hand of your screen, should it not come up automatically for you. Should you not see your desired country on this list, unfortunately we do not ship there at this time. All International orders will ship 24 hours after the order is placed, Monday-Friday only. If you place your order on Friday after 12pm, Saturday or Sunday, it will ship out on Tuesday.

                • Duties and Import Tax
                  Duties and Taxes are charges or fees imposed by the destination country on goods that are imported into the country. These charges are in addition to any shipping costs billed by the shipping carrier.

                  Duty and tax rules and rates are unique to each country, and charges will not be included in shipping costs billed by GEM Products. The receiver of goods is responsible for these charges, and for ensuring the import documentation provided to the appropriate agency is complete and accurate.

              What is GEM's Return Policy?

              We stand behind our products. If your GEMLUX purchase does not meet your expectations, you can return it for a replacement or refund except as noted below.

              Most unopened items in new condition and returned within 30 days will receive a refund. Items that are opened or damaged or do not have a receipt may be denied a refund.

              Overstock/Sale/Clearance Items:

              All sales of items with an overstock or clearance discount are sold AS-IS, and can only be returned if defective as covered under GEM’s warranty policy. GEM will not accept returns for non-warranty claims of overstock / clearance items. GEM cannot guarantee replacements for overstock / clearance items, and therefore will issue a “store credit" for returns covered under GEM warranty.

              Non-Warranty Returns (example: you ordered the wrong item or size, you aren’t returning due to an item defect):

              • Must be requested within 30 days of the original receipt date and accompanied by proof of purchase.
              • Must be returned in “like-new” or “saleable” condition.
              • Product returned with cosmetic or functional damages (including, but not limited to, surface or installation damages) will not be issued a Credit.
              • Customer is expected to sufficiently package returned product to prevent damage in transit. Product damaged in transit to or from customer is not covered under GEM warranty or return policy. In these cases, customer must file a claim with the appropriate shipping carrier.

              Warranty Returns:

              • Please visit our warranty page for details on our policy.
              • If you wish you return an item due to a warranty issue, please follow the steps below on how to return a product.

              How do I return a product?

              1. If you are a retail customer please visit our online return portal, found here. Please submit the items you would like to return and those items that qualify for free returns will receive a pre-paid return label and shipping instructions. Items that do not qualify for free returns will be subject to an $8 return label fee.
              2. If you are an OEM customer please contact your account manager for assistance on how to return your items.
              3. A Return Authorization is not an approval or guarantee of Credit. All returned products will be inspected by GEM upon receipt and any decision to issue Credit must be approved pending results of the inspection.
                1. GEM will perform an inspection on the returned product and notify the customer of the Credit decision within 10 business days of receipt.
                2. If GEM determines that a Credit will not be issued for any returned product, customers may choose to have the product returned to them at their cost or scrapped.
              4. The customer is responsible for all freight costs associated with non-warranty returns to GEM.
              5. Please send your return in its original packaging,within 14 days of the RA issuance to:

                GEM Products, Inc.
                Attn: Returns
                12770 Flagler Center Blvd
                Jacksonville, FL 32258