Gem Imports Returns Policy

Unfortunately, GEM Imports does not accept returns of non-faulty of unwanted goods.

However, during the checkout process you can fully review the items in your basket before completing your order and making payment. Any unwanted items can be removed at this point.

If you require any further information about any of our products before making a purchase, our customer service team are always on hand to assist you. Please email customerservice@gem-imports.co.uk or call 01226 395095.

Please ensure you always carefully review the contents of your basket before final check-out.

Faulty Items

We dispatch all our orders by the pallet, which will be shrink wrapped and complete with a top covering. We always make every effort to deliver your order in immaculate condition but sometimes due to unforeseen circumstances, damages can be incurred during transit.

Any external signs of damage to the shrink wrap or the individual cartons must be noted on the delivery note while the driver is present. You must then report the damage to customer services immediately by emailing customerservice@gem-imports.co.uk or by calling 01226 395095.

If you suspect significant damage has been caused, please refuse the delivery. Responsibility of damage to or loss of the goods passes to you at the time of delivery, or if you fail to take delivery at the agreed time.

If you discover any shortages or damages on unpacking your order, please report within 5 working days to our customer service team by emailing customerservice@gem-imports.co.uk. Any submitted claims will be waived and barred if they fall outside of this timeframe.

We will thoroughly investigate any issues that are reported to us, but we may request for you to provide us with digital photographs (that can be emailed) to aid us with our investigation. In the event of reporting faulty items, they may need to be returned to us, along with a returns form for inspection. Any items returned, must be at your own expense, and you will be responsible for the shipping and handling of the contents of your shipped return.

We will acknowledge the receipt of your returned goods, which we will inspect before informing you of the final outcome. This process can take 3 - 5 working days from date we receive your items. If liability is accepted we will refund you the cost of the goods and the return shipping costs, depending on your bank this can take up to 5 working days to show in your bank account. Please note, liability will never exceed the value of the goods.

Goods do not come with any guarantee or warranty whatsoever other than implied by law for business to business sales.