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Refund policy

Returns

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@gemprimas.com. Items sent back to us without first requesting a return will not be accepted.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment,

You can always contact us for any return question at support@gemprimas.com

Shipping 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

You should consider using a trackable shipping service. We don’t guarantee that we will receive your returned item.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

We will verify whether you are entitled to a replacement with new products and provide instructions accordingly. Please include your order confirmation number in the subject line so we can find your order easily and process your request promptly. 

Missing Items

We understand receiving your order on time and in good condition is important to you; it’s equally important to us! We do absolutely everything possible to ship and deliver your order on time and in good condition.

Please contact our customer support team so we can organise replacements for missing products. Please include your order confirmation number in the subject line so we can find your order easily and process your request promptly.  

Exceptions / non-returnable items
Certain types of items cannot be returned,

We do not accept returns for Gua Sha, Face Cloth, Sonic Cleansing Brush, Application Brush.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
We do not accept exchanges.

Refunds (if applicable)
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Shipping costs are the responsibility of the customer and are non-refundable. We recommend that you package the products appropriately and use a trackable, insured service as we cannot take responsibility for items damaged or lost in the return transit.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@gemprimas.com.

Other Issues

If you encounter any other issue with or reaction to our product, please provide details, and we will respond to you. 

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