Refund policy

GEMO RETURN AND REFUND POLICY

Last updated: [17th,Mar,2025]

At GEMO, we value our customers and stand behind the quality of our products. If you are not completely satisfied with any Gemo product from this Website (Product), we offer a hassle-free return and refund policy. Please read the following terms carefully to understand your rights and obligations when returning Products.

    1. Statutory right of EU/UK consumers to return Products within 14 Days (WITHDRAWAL RIGHT)
      1. For UK/EU consumers (refers to consumers residing in the UK/EU, hereinafter the same), for most Products bought on this Website, you have statutory right to change your mind without giving us a reason within 14 days and return the Product(s) and receive a refund. This 14-day cancellation period will expire 14 days after the day you (or someone on your behalf) receive:
        1. the Product(s); or
        2. the last Product(s) (if you ordered multiple Products in one order and they are being delivered separately).
      2. This right to change your mind does not apply to: (i) the Products which are customised, bespoke or personalised (for example, when Product has been engraved or otherwise personalised; or (ii) Products or accessories sealed for health protection or hygiene purposes, once these have been unsealed after you receive them. For instance, where you purchase a Product from us that is eligible for return and refund, and it includes accessories that have been sealed for health or hygiene purposes, you may still return the main Product and receive a refund for it, even if the accessories have been unsealed. We may request that you do not return any unsealed accessories that were sold as part of the Product. However, these exceptions do not limit your legal rights if your Product is defective.

2. Process of Return

      1. We only handle return requests for the Products purchased from our Website. If you bought a Product from Amazon, Shopee, or other authorised retailers, please contact the respective retailer to raise a return request.
      2. The Product you wish to return shall be in the same condition as when you received it. This means undamaged and with the original packaging. Failure to meet these conditions may result in the reduction of the amount of refund or refusal of your return request, in accordance with our Refund Criteria set out in Section ‎5 below and to the extent permitted by applicable law.
      3. To request a return and refund for your Product, please contact our customer service team at contact@gemoglobal.com, and include the below details in your request:
        1. a valid proof of purchase;
        2. the relevant order number, Product model and Product serial number;
        3. your specific request, for example the quantity of Products you would like to return, whether you request a refund or Product exchange, and the desired colour and model if you request an exchange;
        4. clear photos of the Product with sufficient details for us to assess its condition;
        5. your contact details;
        6. if you have kept the original packaging, include clear photos showing its condition; or if the original packaging is not available, specify this in the request email for further assessment.
      4. You must return your Products to us within 14 days of your return request made in accordance with Section ‎2.3 above.
      5. You may also choose to exercise your statutory right stipulated in Section 1 by sending the below Model Withdrawal Form to us by post or email.

MODEL WITHDRAWAL FORM


(complete and return this form only if you wish to withdraw from the contract)


To: Gemo Limited


Address: Room 2103 Futura Plaza, 111 How Ming Street, Kwun Tong, Kowloon, Hongkong SAR, PRC

email: contact@gemoglobal.com


  • I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),
  • Ordered on (*)/received on (*),
  • Order No.,
  • Name of consumer(s),
  • Address of consumer(s),
  • Signature of consumer(s) (only if this form is notified on paper),
  • Date

__________

  • (Other details requested in Section 2.3*)

 

                           6. Please ensure that you pack your Product securely in a box (please use the original                                   box in which  the Product was delivered to you if it is still available), and affix the                                         shipping label provided by us (where applicable) to the outside of the box.

3. Damaged Products

      1. Our Products undergo thorough inspection before they are shipped to customers to ensure the highest quality. However, there may be instances where the Products are damaged during shipping or due to other unforeseen circumstances.
      2. If you receive a Product which is damaged, broken or stained, please refrain from using it and take a photo of the original status of the Product upon delivery for evidence. Please send the photo to our customer service team at contact@gemoglobal.com directly within 7 days after you have received the damaged Product, which will allow us to promptly arrange for a replacement or refund at your choice, ensuring your request is handled as effectively and efficiently as possible. Please note that while we strive to address all issues in a timely manner, delays in reporting a damaged Product may affect the speed and efficiency of the resolution process.
      3. Please return the damaged Product to help us identify and rectify the issue to prevent any recurrence.
      4. This process for damaged Products does not affect your rights under the applicable law in respect of any Products which are of unsatisfactory quality, not fit for purpose or not as described, nor your rights under any warranty we provide for the Products.
  2.  
  3. 4. Free Gifts and Promotional Offers
  4.  
      1. We occasionally offer promotional offers and free gifts with purchase. Please carefully read the terms and conditions of the promotions to learn about any special rules for return and refund.
      2. In principle:
        1. if you would like to return a Product for which you received a free gift, you must also return the free gift in order to receive a refund for your Product, unless otherwise specified in the terms and conditions of the promotion;
        2. if you would like to return a Product sold as part of a promotional bundle package, the amount of refund will be calculated in accordance with the terms and conditions of the promotion. For example, if you return a Product purchased as part of a promotional bundle (e.g., “Buy 2, Get 1 Free”), all items within the bundle must be returned to receive a full refund. Partial returns are not permitted, unless otherwise specified in the terms and conditions of the promotion.
  6. 5. Refund Criteria
  7.  
      1. We guarantee 100% full refund of the order value for the below circumstances (including standard delivery cost (if any), but excluding express shipping cost or other ancillary or third party services that have been used by you, such as shipping insurance), without any charges, and will bear the shipping cost if you choose to send the Product back to Gemo using our designated shipping method for:
        1. purchase orders canceled before being shipped to the customer;
        2. Products received in incorrect model or colour (not based on personal subjective feelings) and not used.
        3. damaged Products that are damaged, broken or stained upon delivery and reported to us within 7 days upon delivery.
      2. Returns pursuant to your 14-day statutory cancellation right set out in Section ‎1 (if applicable):
        1. If you change your mind within 14 days upon delivery of the Product, we will refund you the price you paid for the Product including standard delivery costs (if any). Please note that express shipping cost is not refundable.
        2. We may reduce your refund of the price (excluding standard delivery costs, if any) to reflect any reduction in the value of the Product, if this has been caused by your handling of the Product. For example, where the Product, its packaging, accessories, manuals, cables are missing, damaged or stained.
        3. If you choose to send the Product back to Gemo using prepaid service provided by our designated shipping partner, we will deduct the standard return shipping cost from the refund.
        4. We will issue your refund without undue delay, and in any event, within:
          1. 14 days after the day we receive the Products back from you; or
          2. (if earlier) 14 days after the day you provide evidence that you have returned the Products;
      3. All refunds will be remitted to your original payment method, unless you have expressly agreed otherwise. We may withhold reimbursement until we have received the Products back or you have supplied evidence of having sent back the Products, whichever is the earliest.
  8.  
  9. 6. Order Cancellation
  10.  
      1. You are free to cancel your order before the Product has been shipped to you.
      2. Cancellations submitted after the Product has been shipped to you will be treated as returned requests, and dealt with in accordance with this Policy.

             7. Fair Use 

      1. If we notice an unusual pattern of returns activity that doesn't seem right, for example, if we suspect someone is ordering and returning repeatedly within a certain period of time, we reserve the right to refuse the relevant requests to the extent permitted by law and take other necessary actions such as deactivating the relevant user account.
      2. If you think we have made a mistake with this decision, please get in touch with our customer service team and they will be happy to discuss it with you.