Return Policy Information
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.
All sales of items with an overstock or clearance discount are solid 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.
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?
Call 1-800-874-4506 or email firstname.lastname@example.org to begin your return.
A representative will provide you with a RA Number, which you will place on the outside of your package. All returns must have an RA # in order to be processed.
A Return Authorization is not an approval or guarantee of Credit. All returned product will be inspected by GEM upon receipt and any decision to issue Credit must be approved pending results of the inspection.
GEM will perform inspection on returned product and notify customer of Credit decision within 10 business days of receipt.
If GEM determines that a Credit will not be issued for any returned product, customer may choose to have the product returned to them at their cost or scrapped.
Customer is responsible for all freight costs associated with non-warranty returns to GEM.
Please send your return in its original packaging, within 14 days of the RA issuance to:
GEM Products, Inc.
12770 Flagler Center Blvd
Jacksonville, FL 32258