Refund Policy
Last Updated: September 20, 2026
Thank you for choosing Gemsjours.
We want every customer to have a clear and straightforward shopping experience. If there is a problem with your order, please contact our support team so we can review the situation and determine the appropriate next step.
For assistance, email support@gemsjours.com and include your order number and the email address used when placing the order.
1. Final Sale Policy
Unless otherwise stated, purchases made through Gemsjours are considered final sale.
We generally do not accept returns or exchanges for reasons such as:
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Changing your mind after purchase
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Ordering the wrong size, color, or quantity
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No longer needing or wanting the item
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Personal preference
An exception may be considered when the product you receive is:
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Damaged upon arrival
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Defective
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Incorrect compared with what you ordered
Claims must meet the requirements described below.
2. Damaged, Defective, or Incorrect Products
Although we aim to ensure orders are fulfilled accurately, we understand that problems may occasionally occur.
Please inspect your package soon after delivery.
If your item arrives damaged, has a confirmed defect, or is not the product you ordered, contact us within:
7 days of delivery
Please email:
Your message should include:
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Your order number
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The email address associated with your order
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A clear description of the issue
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Photos or video showing the damage, defect, or incorrect item
Providing complete information helps us review your claim more efficiently.
3. How Claims Are Reviewed
After receiving the requested information, our customer service team will review the circumstances of your order.
The resolution offered will depend on the nature of the issue and the information provided.
Where appropriate, the outcome may include:
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A replacement item
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A partial refund
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A full refund
Not every case will qualify for the same resolution, and claims are evaluated individually.
4. Refund Processing
If your request is approved for a partial or full refund, the approved amount will be returned to the original payment method used for the purchase.
After the refund has been issued by us, it generally takes approximately:
7–12 business days
for the funds to appear in your account.
The exact timing depends on your bank, card issuer, or payment provider. We are unable to control processing times once the refund has been released to the payment network.
5. Exchanges and Replacements
Gemsjours does not offer routine product exchanges.
A replacement may only be provided when:
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The item arrived damaged
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The item is defective
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The wrong product was delivered
Replacement requests must first be reviewed and approved by our customer support team.
Please do not send the product back before receiving instructions from us.
6. Unauthorized Returns
Do not return any merchandise unless you have first contacted Gemsjours and received approval and return instructions.
Packages sent back without authorization may not be accepted or processed.
Unauthorized returns may not qualify for:
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A refund
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A replacement
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Store credit
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Any other compensation
Always contact our support team before mailing an item back.
7. Approved Return Instructions
If our support team determines that a physical return is required, we will provide you with the necessary return instructions.
Unless you have received confirmation from us, please do not send products to the address below on your own.
For approved returns, the return address is:
HongKong Innoverse Technology Limited
ROOM D5, 5/F, KING YIP FACTORY BUILDING
NO.59 KING YIP STREET, KWUN TONG
KLN, HONG KONG
A return sent to this address without prior authorization may not be accepted.
8. Information Required for Support
To help us locate and review your order more quickly, please provide the following whenever contacting us about a return, refund, replacement, or product issue:
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Your order number
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Your order email
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A description of the problem
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Relevant photos or video when applicable
Incomplete information may delay the review process.
9. Contact Us
For questions about returns, refunds, damaged products, defective items, incorrect shipments, or approved replacements, please contact us directly.
Brand: Gemsjours
Email:
support@gemsjours.com
Phone:
+1 (716) 650-5965
Return Address:
HongKong Innoverse Technology Limited
ROOM D5, 5/F, KING YIP FACTORY BUILDING
NO.59 KING YIP STREET, KWUN TONG
KLN, HONG KONG
When contacting us, please include your order number and order email whenever possible so our team can assist you more efficiently.