Return Policy – GemTrada

What if I am not satisfied with an item that I have purchased?
No problem. GemTrada has a site-wide return policy that allows buyers to return an item for any reason by contacting the store within 14 days of receiving the item. Our policy also includes step-by-step guidelines to ensure a smooth returns process. Please see the full return policy below.


RETURN POLICY

GemTrada and each of its independent stores want you to be happy with your purchase. To ensure your satisfaction and for the protection of both the buyer and the store owner, we have a return policy that every GemTrada store owner follows. Please note that individual store owners may have additional terms and conditions, but these may only make the return policy more lenient, not stricter. In case of conflict between this policy and an individual store’s policy, this policy applies.


RETURN PROCEDURE

If you are not satisfied with your purchase, contact the store where you purchased the item within 14 days of delivery by email or phone. This is in line with European consumer guidelines for online purchases.

  1. Return Request Confirmation
    The store will confirm your return request within 5 days after receiving it.

  2. Return of the Item
    You must return the item within 14 days of receiving confirmation:

    • The item must be returned in the same condition as when it was shipped, including all original tags and packaging.
    • Returns should be shipped via the original carrier (unless otherwise agreed in writing), with tracking and insurance for the purchase price if available.
    • The buyer is responsible for return shipping and insurance costs unless otherwise agreed.
  3. Refund
    Once the returned item has been received and inspected, the store must issue a full refund (including the original shipping costs unless a restocking fee applies) within 14 days. The refund must be sent via a traceable method.


ADDITIONAL RETURN INFORMATION

  • Exclusion of Custom Orders
    This return policy does not apply to custom or personalized orders. Please check the individual store’s terms before making custom purchases.

  • Damage Claims for Items Damaged in Transit
    If an item is damaged during transit, do not return it as this may void shipping insurance. Instead, contact the store to start the claims process.

    Filing Claims with Carriers
    Claims must be filed with the original carrier, and shipping insurance will cover the damage. Be sure to keep all original packaging and parts as the carrier may require them for inspection.


COMPLAINTS

If you have a complaint regarding a GemTrada purchase, you must contact GemTrada customer service within 90 days of the original purchase date so that we can assist with resolving the issue.


POLICY CHANGES

We reserve the right to update this return policy to reflect changes in law or business practices. Changes will take effect from the date they are posted on the website. For significant changes, we will notify you or seek your consent if required by law.