In some rare instances, you may need some help with a return. Don't worry! The following information will help you process your return. For specific product warranty and delivery information check individual product pages.
- Return Authorization Code Required
No returned merchandise will be accepted without a Return Authorization Code (RAC). Please contact our customer service centre via email at gem100hz@gmail.com to obtain a RAC and shipping instructions. We will credit you in the same manner as your original payment within 5 business days of receiving the returned item.
You may return any "unopened" products and accessories within 14 days of delivery for a refund. Please send the item back to us in its original condition and packaging and we’ll refund your purchase price. The freight charges will need to be covered by the customer and a restocking fee equivalent to 25% of the purchase price will apply. This is non-negotiable.
It is important to note that Consumer Guarantees do not apply if you simply changed your mind, found the item cheaper elsewhere, decided you did not like the purchase, or had no use for it, so please check the product listing carefully at the time of purchase.
"Opened" products and accessories can be returned within 14 days of delivery and will be subject to a restocking fee equivalent to 40% of the purchase price to cover testing, cleaning and repackaging expenses. Simply return the item to us, shipping prepaid & using the most convenient shipping method available to you. Opened returns must be in saleable condition with original materials and packaging.
Exception: Covers can't be returned after they have been opened as it is not possible to repackage them as new.
An order that has been shipped cannot be cancelled. If you refuse an order, it will then fall under our standard return policy.
You must take the time to inspect the goods before you sign the delivery receipt from the carrier. If you sign the delivery receipt without inspecting the shipment you will be responsible for filing a freight claim and arranging for a repair or return of the damaged goods.
On occasion, the outer carton may look damaged, but the product inside the box is perfectly fine. If you suspect concealed damage, notate "Possible Freight Damage" on the delivery receipt while the driver is present. This way, if you discover later that the product is damaged, the remedy of a freight claim is less of a hassle.
Do not sign for damaged products. If your product arrives damaged, please (a) REFUSE DELIVERY and (b) Contact Us at your earliest convenience so we can process the appropriate claims and coordinate an exchange for you.
- Defective/Faulty Products
We encourage you to test your product within 7 days of receipt so we can quickly remedy any mechanical problems. If you think your product is defective, don't worry. In most cases, it's a simple issue that can be resolved over the phone.
In the event a product fault or defect cannot be resolved over the phone, please Contact Us so we can arrange for the product to be inspected under the manufacturer's warranty and if deemed faulty - repaired.
You are also always welcome to contact the manufacturer's customer service departments. They have expert technicians standing by to help solve your issue. Please have your model number and serial number available for fastest service.
In the event that the incorrect item is delivered, please Contact Us so we can arrange and coordinate either your choice of replacement or refund.
Products that have been used can not be returned. They come with manufacturer's warranty.
Please refer to the manufacturer's policy on the product page for specific warranty details. For further help, please visit our Warranty Info page, and/or Servicing and Technical Support page.
Thank you, and as always, we are here to help if you need: Contact Us
