Refund policy

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, 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 on 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.

The customer is expected to package the returned product sufficiently to prevent damage in transit. Product damaged in transit to or from the customer is not covered under the GEM warranty or return policy. In these cases, the 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 prepaid 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