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Warranty & Returns

WARRANTY

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.
Our Warranty:

GEM PRODUCTS, INC. (GEM) warrants to the original purchaser that GEM's products will be free from defective materials or workmanship under normal use and service for a period of one (1) year from the original purchase date. See exceptions and exclusions below.

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.

Updated November 11th, 2015

Overstock / Clearance Items

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.

shipping

  1. All shipments are FOB shipping from Jacksonville, FL. 
  2. All shipments are subject to a $10 USD handling fee.
  3. All orders must be prepaid prior to processing, unless customer has been approved for an open line of credit.
  4. Orders, items, and/or quantities may be subject to accounting, sales, and/or volume approvals before processing begins.
  5. Once processing of a shipment has begun in our warehouse changes to the order will not be accepted.
  6. 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.
  7. 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.
  8. 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.
  9. International Customers
    1. All International Customers
      All customers who wish to use a non-US billing and/or shipping address must contact GEM Products to place an order. GEM does not accept international orders via our website.
    2. 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.
    3. Customers in Canada and US Territories
      We accept credit card payments for customers in Canada and US Territories provided the product(s) ship to the billing address on the credit card, and the order meets all other requirements for credit card payments. Shipping and transportation must be arranged by GEM using a preferred carrier. Customer may opt to bill freight charges “freight collect” using GEM’s preferred carrier. Customer may not arrange shipping and transportation via another means.

      GEM will also accept pre-payment of orders via wire transfer or ACH, and customer may ship and bill to different addresses. Customers using this form of pre-payment may arrange shipping and transportation via preferred means or use GEM’s preferred carrier. Wire transfers may be subject to a $35 USD wire transfer fee.
    4. Customers in all other countries
      Orders for customers in any other country require a pre-payment of order via wire transfer and may be subject to a $35 USD wire transfer fee. Customer may arrange shipping and transportation of product via preferred means, or use GEM’s preferred carrier.

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.

Overstock/Sale/Clearance Items:

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

  • 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. Call 1-800-874-4506 or email sales@gemlux.com to begin your return.

  2. 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.

  3. 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.

    1. GEM will perform inspection on returned product and notify customer of Credit decision within 10 business days of receipt.

    2. 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.

  4. 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