Thank you for shopping with Gemsofrome.com. We want you to be fully satisfied with your purchase. If you wish to return an item, please carefully review the following Return Policy, which is governed by the Conditions of Sale outlined on our website.

1. Eligibility for Returns
You may return a product within 14 days from the date of receipt, under the following conditions:

• The product must be unused and in the same condition as when it was received.

• A video of the unboxing process is required. The video must clearly show the condition of the product when it was opened. This is a mandatory requirement for all returns to ensure the item was received in good condition and for verification purposes.

2. How to Request a Return
To initiate a return, please follow these steps:

• Submit the completed return form within 14 days of receiving your order. The return form can be accessed:

  • In the Email confirmation sent after the purchase.

  • On the Dashboard (for registered users).

  • In the Footer section under “Services” on the website.

Once we receive your return form on our system and in case you did not choose to return by yourself, we will provide you with:

• Return instructions for the item.

• A return shipping label that must be attached to the return package.

• The cost of return shipping will be deducted from your refund.

3. Return Shipping Costs
The cost of return shipping will be at the Buyer’s expense unless the product was damaged upon arrival (see point 4 below). You will have the option to:

• Ship the item at your own expense and under your responsibility.

• Request a courier service from us to handle the return, where the return shipping fees will be deducted from your refund.

4. Damaged or Defective Items
If the product you received is damaged or defective, please ensure you provide the following:

• Video evidence showing the damaged product when you open the package. This video must clearly display the product’s damaged condition immediately upon unboxing. Without this video, you will not be eligible for a full refund.

If the item is damaged or defective, you will be entitled to a full refund for both the item and any shipping costs incurred. The product must be returned as per the return instructions.

5. Buyer’s Responsibilities
It is the Buyer’s responsibility to:

• Ensure that all return forms and required evidence are submitted correctly.

• Return the product in a secure and safe manner to avoid damage during transit.

• Keep proof of return shipping (receipt or tracking information) in case of issues.

6. Legal Framework
This Return Policy is subject to the Conditions of Sale and is governed by the same terms. By proceeding with a purchase on Gemsofrome.com, you acknowledge and agree that the return process will be subject to these policies, as well as any applicable laws and regulations under Spanish law and European Union directives.