Returns & Refunds

If you have a problem with your order, we require you contact us within 7 days of receipt of the order. We abide by the Consumer Guarantees, Warranties and Refunds policy of the Australian Competition and Consumer Commission (ACCC).

Products must be returned within 30 days of original invoice (warranty terms apply for faulty products). Returned items must be in their original packaging and must be free from damage.

You are entitled to return goods and ask for a refund, exchange or repair if the goods you purchased meet the following criteria:

  • Have a fault that you could not have known about at the time of purchase.
  • Are not the same as the description provided by the salesperson or advertisement.
  • Do not match the sample you were shown at the time of purchase.
  • Do not do perform as you were led to believe.
  • GEMt will exchange or refund a product that meets the above return and refund requirements.

Defective products will be either repaired or replaced with the original product purchased, however, if this is not able to be done a full refund will be provided.

GEMt will pay the freight for the return of products and also for the resupply of products when the goods are faulty.

GEMt will also agree to exchange products where the customer has ordered the incorrect size or type providing the customer pays the return and resupply freight costs. Where a different product is resupplied there may be a cost adjustment.

Delivery charges paid by the customer will only be refunded for faulty items.

You are not entitled to a refund when you:

  • Simply change your mind or no longer want the goods;
  • Realise you can’t afford the goods;
  • Found the same item at a lower price elsewhere;
  • Choose the incorrect size and/or colour;
  • Knew about the particular fault prior in advance of purchase;
  • Were responsible for causing the fault or defect.

GEMt reserves the right to charge a 10% restocking fee on returned items. For example, a 10% restocking fee will apply to products that have been specifically ordered for a customer, are returned without the original packaging or have clear signs of use.

In these cases, the Customer is required to pay the return freight to GEMt.

Prices
All prices are in Australian Dollars.  Any order made within Australia will be subject to GST (Goods & Services Tax).

We make every endeavour to maintain prices, however, factors beyond our control (such as changes in foreign currency exchange rates, changes in base material costs etc.) may vary cost and we reserve the right to amend prices accordingly and without notice.

Warranties
If you wish to make a warranty claim, please contact us by phone, email or surface mail.

GEMt’s standard warranty is 1 year from date of purchase unless explicitly stated otherwise on the product.  This warranty does not include ‘consumable’ items. If there is a defect in the materials or workmanship in a product sold by GEMt, and we are notified within the warranty period, we will, repair or replace the product. GEMt does not accept any liability beyond this for consequential loss.

Warranty is subject to us being satisfied that a defect was caused by defective workmanship or materials and was not caused by or was not substantially contributed to by other factors beyond our control, including (but not limited to) defective installation, maintenance, or repair; alterations or modification of the product in a manner not recommended by the manufacturer; or any neglect, misuse or excessive use.

Delivery
All orders within Australia are sent either with Australia Post or a variety of couriers unless specific arrangements have been made otherwise.  If your email address is registered with GEMt, you will receive a shipping confirmation email with tracking details for your order. All orders will incur the following delivery charges, which are subject to change due to factors beyond our control:

Estimated Delivery Times – Australia (Business Days)

NSW 
Metro 2 days
Regional 3 days
ACT 
Metro 2 days
Regional 3 days
VIC 
Metro 2 days
Regional 3 days
QLD 
Metro 2 days
Regional 3 days
SA
Metro 2 days
Regional 3 days
WA 
Metro 4 days
Regional 5 days
TAS
Metro 2 days
Regional 3 days
NT 
Metro 4 days
Regional 5 days

Special conditions for all Internet Purchases
Payment is made via credit card through our secure online payment facility.
International Orders – Please remember for all orders outside Australia you may have to pay customs and import charges at your end (if applicable). All international orders will not be subject to Australian GST (Goods & Services Tax). We cannot supply full customs documentation, but all parcels include required customs dockets. Should you require goods to be returned for any reason, it is essential that customs documentation is included. If customs dockets are not included, it can be a costly exercise to have the goods cleared by Customs, and the customer must pay this charge. Failure to include customs documentation may result in long delays. GEMt cannot accept any responsibility or liability for the suitability of any product for use outside Australia, nor its compliance with local regulations.