Returns Policy

Unfortunately, GEM Imports does not accept returns of non-faulty unwanted goods.

During checkout, you should fully review the items in your basket before completing your order and making payment. Any unwanted items can be removed at this point.

If you require any further information about our products before making a purchase, our customer service team are always on hand to assist you. Please email customerservice@gem-imports.co.uk or call 01226 395095.

Please ensure you always carefully review the contents of your basket before final checkout.

 

Faulty Items

We dispatch all our orders on pallets, which are shrink-wrapped and fully covered. We always make every effort to deliver your order in immaculate condition, but due to unforeseen circumstances, damage may occur during transit.

Any external signs of damage to the shrink wrap or the individual cartons must be noted on the delivery note while the driver is present. You must then report the damage to customer services immediately by emailing customerservice@gem-imports.co.uk or by calling 01226 395095.

If you suspect significant damage has been caused, please refuse the delivery. Responsibility for damage to or loss of the goods passes to you at the time of delivery, or if you fail to take delivery at the agreed time.

If you discover any shortages or damage upon unpacking your order, please report to our customer service team by emailing customerservice@gem-imports.co.uk. Shortages must be reported within 5 working days, and damages must be reported within 14 days. Any submitted claims will be waived and barred if they fall outside of this timeframe.

We will thoroughly investigate any issues reported to us, but we may request that you provide digital photographs (emailable) to aid us with our investigation. If reporting faulty items, they may need to be returned to us, along with a returns form for inspection. Any items returned must be at your own expense, and you will be responsible for the shipping and handling of the contents of your shipped return.

We will acknowledge receipt of your returned goods and will inspect them before informing you of the outcome. This process can take 3 - 5 working days from the date we receive your items. If liability is accepted, we will refund you the cost of the goods and the return shipping costs. Depending on your bank, this can take up to 5 working days to show in your account. Please note that liability will never exceed the value of the goods.

Goods do not come with any guarantee or warranty whatsoever other than implied by law for business-to-business sales.