Returns & refunds

We make every attempt to describe each item accurately, showing obvious surface defects and flaws which are to be expected in items incorporating natural materials made by hand.

Customers must satisfy themselves that surface finishes, colour variations and overall appearance as described against a listing, are acceptable prior to placing an order.

The customer can cancel an order even if the goods aren’t faulty within 14 days of the invoice date (whether payment has been made or not) and you must return the item within 14 days of your notification to cancel.

Notification to cancel to be made via the email info@gemnz.com

The customer is responsible for arranging and payment of customs, taxes and shipping charges at point of sale and for returns.

Customers need to check with local authorities to see if any customs or taxes are payable which remain the responsibility of the buyer.

We will make a refund of the cost of the item excluding packing or shipping charges, within 14 days, provided returned goods are in the condition at the time of purchase.

Delays due to shipping, customs are the responsibility of the customer.

We agree to reimburse for any costs if an item is faulty.

Refunds will be made using the original method of payment.

We do offer lease but not buy back service options – see leasing.

We will only accept returns from the person who bought the item.

The seller does not accept responsibility and will not refund:

• in the case where faults, defects and other features were outlined at the time of purchase.
• if an item has been damaged by the buyer in attempting to modify, repair or take apart (depending on the level of damage you may still have the right to a repair, replacement or partial refund)
• where the customer considers the light output to be too low, too high or uneven across gem windows
• faults caused by use of inappropriate power supplies to operate the lamp or recharge the battery which were not sold with the item

We agree to repair or replace items if within 14 days they are found to be faulty, defined as:

• not switching on or off
• having a faulty lamp
• not recharging where the lamp was sold as being rechargeable.

If having accepted an item you later discover a fault, we agree to repair or replace within 6 months so long as:

• we ask for confirmation that the item was not faulty and you confirm the item had been accepted having had sufficient time to inspect on receipt of the item
• the item has not been altered in any way by the buyer
• we can prove it was not faulty at the time of purchase
• you are entitled to reject the item after it’s been repaired or replaced
• we will repair or replace an item if a customer returns it within 6 months unless we can prove it wasn’t faulty when purchased
• we can ask you to prove an item was faulty when you bought it if you ask for a repair or replacement after 6 months.

To discuss a return or for further information please email info@gemnz.com.