REFUND & RETURN POLICY

At GEM COLORADOS LLC, we aim to provide a fair and transparent return and refund process. This policy outlines the conditions under which returns, exchanges, and refunds are accepted.

By placing an order on our website, you agree to the terms outlined below.

1. Return Eligibility

Customers may request a return within 7 days from the date the order is marked as delivered.

To be eligible for a return, the product must:

Be in good condition
Show no signs of use
Not contain scratches, marks, or damage
Be returned in its original packaging

2. Non-Returnable Conditions

Returns will not be accepted under the following conditions:

Requests made after the 7-day return window
Items showing signs of wear, use, or damage
Products returned without prior authorization
Items returned with missing components or packaging

3. Return Authorization Process

All return requests must be approved before any item is sent back.

Customers must contact our support team to request a return authorization. Unauthorized returns will not be processed.

Once approved, customers will receive instructions on how and where to return the product.

4. Return Shipping Costs

Customers are responsible for all return shipping costs.

Original shipping fees are non-refundable.

5. Exchanges

We offer exchanges for eligible items, subject to product availability.

Exchange requests must follow the same eligibility and authorization process as returns.

6. Refunds

Once the returned item is received and inspected, approved refunds will be issued to the original payment method.

Refund processing time is 7–15 business days after the returned item is received.

Refunds are issued for the product price only. Shipping costs are non-refundable.

7. Order Cancellations

Orders can only be canceled before they are shipped.

Once an order has been shipped, it cannot be canceled and must follow the standard return process after delivery.

8. Chargebacks and Payment Disputes

Customers agree to contact our support team and allow us the opportunity to resolve any issues before initiating a chargeback or payment dispute.

Filing a chargeback without first contacting our support team may be considered a violation of this policy.

In the event of a chargeback, we reserve the right to submit all relevant order details, tracking confirmation, delivery proof, and communication records to the payment processor.