Refund and Returns Policy

1. General Overview

At gemgo, we strive to ensure that every purchase meets your expectations. If you are not completely satisfied with a product, you may request a return or refund in accordance with the terms outlined below.

2. Eligibility for Returns

2.1. Time Frame

Requests for returns must be submitted within 30 calendar days from the date of delivery.

2.2. Condition of Items

Returned items must be in their original, unused condition, with all tags, packaging, and accessories included. Items that show signs of wear, damage, or alteration are not eligible for a refund.

2.3. Non‑returnable Products

• Personalized or custom‑made items
• Final‑sale merchandise
• Products marked as “Non‑returnable” on the product page

3. Return Process

3.1. Initiating a Return

To start a return, contact our support team at [email protected] or call +1(806)737-9486‑9486. Provide your order number, the reason for the return, and any supporting photos if applicable.

3.2. Return Authorization

Our team will issue a Return Authorization (RA) number and detailed instructions for shipping the item back to us. Returns sent without an RA number may be refused.

3.3. Shipping Costs

Customers are responsible for the cost of return shipping unless the return is due to a defect or an error on our part. We recommend using a trackable shipping service and retaining proof of shipment.

4. Refunds

4.1. Inspection and Approval

Upon receipt, the returned item will be inspected. If it meets the eligibility criteria, a refund will be processed to the original payment method within 7 business days.

4.2. Refund Amount

The refund will include the product price and any applicable taxes. Original shipping charges are non‑refundable unless the return is a result of our error.

5. Exchanges

If you prefer an exchange for a different size, color, or product, please indicate this when you request the return. Exchanges are subject to product availability and may require an additional payment or result in a partial refund.

6. User Responsibilities

• Provide accurate contact information when placing an order.
• Inspect the product upon delivery and report any issues within the specified time frame.
• Follow the return instructions precisely, including using the RA number.
• Ensure that the returned package is securely sealed and adequately protected during transit.

7. Legal Disclaimer

This Refund and Returns Policy does not affect any statutory rights you may have under applicable consumer protection laws. In the event of a conflict between this policy and local law, the latter will prevail.

8. Contact Information

If you have questions about this policy, please contact us:

• Email: [email protected]
• Phone: +1(806)737-9486‑9486
• Address: Gemgo, 1234 Market Street, Suite 100, Austin, TX 78701, USA