Welcome to www.gemhydrate.co.uk (the “Website”). This Refunds and Returns Policy outlines the process, conditions, and timeframes for returning products and obtaining refunds. We aim to make our policy clear, fair, and user-friendly to ensure a satisfactory shopping experience for all our customers.
1. Introduction
Thank you for shopping with Gem Hydrate. If you are not entirely satisfied with your purchase, we’re here to help. This policy applies to all purchases made on our Website.
2. Returns
Eligibility for Returns
To be eligible for a return, your item must:
- Be unused and in the same condition that you received it.
- Be in the original packaging.
- Have the receipt or proof of purchase.
Non-returnable Items
Certain items are not eligible for return, including:
- Gift cards.
- Items purchased on sale (unless they are defective or damaged).
Initiating a Return
To initiate a return, please follow these steps:
- Contact Customer Support: Email us at [EMAIL] with your order number and reason for the return.
- Receive Return Authorization: Once your return is approved, we will provide you with a return authorization number and return shipping address.
- Package the Item: Securely package the item in its original packaging, including all accessories, manuals, and documentation.
- Ship the Item: Send the package to the return address provided. We recommend using a trackable shipping service or purchasing shipping insurance. We are not responsible for items lost during return shipping.
3. Refunds
Conditions for Refunds
Once we receive your returned item, we will inspect it and notify you of the status of your refund. If your return is approved, we will initiate a refund to your original method of payment.
Timeframes for Refunds
- Processing Time: Returns are typically processed within 5-7 business days of receiving the item.
- Refund Time: Refunds may take 5-10 business days to appear in your account, depending on your bank or card issuer.
Partial Refunds
Partial refunds may be granted in the following situations:
- Items that are not in their original condition, damaged, or missing parts for reasons not due to our error.
- Items returned more than 30 days after delivery.
4. Exchange Policy
We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please contact us at [EMAIL] with your order number and details of the defect or damage.
5. Shipping Costs
Return Shipping Costs
- Customer Responsibility: You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
- Defective or Damaged Items: If the return is due to our error (defective or damaged items), we will cover the return shipping costs.
