Refund policy
We hope you love your GemoraBond piece. If there is a problem with your order, please contact us and we will do our best to provide a fair solution.
This policy does not limit any rights you may have under applicable consumer law.
1. Return Period
For eligible standard, non-personalised products, you may request a return within 14 calendar days of delivery.
Please contact us before returning any item. Once your return has been approved, we will provide the correct return address and instructions.
Do not return your order to the sender’s address shown on the parcel unless instructed by our customer service team.
2. Return Conditions
To qualify for a voluntary return, the product must:
- Be unworn and unused, except for reasonable inspection.
- Be free from pet hair, odours, stains, scratches, stretching or damage.
- Include its original accessories and packaging where reasonably possible.
- Be returned with the order number or other proof of purchase.
Items showing clear signs of wear or use may not be accepted unless the product is faulty.
3. Return and Refund Guide
| Situation | Resolution |
|---|---|
| Wrong size selected | Size exchange may be available. The customer pays the return shipping cost. |
| Damaged, defective or incorrect item | GemoraBond will arrange a replacement, refund or other appropriate solution. |
| Change of mind or no longer wanted | Eligible standard products may be returned. The customer pays the return shipping cost. |
| Worn or visibly used item | Returns are not accepted unless the item has a qualifying fault. |
| Personalised or special-size item | Change-of-mind returns are not accepted. Faulty or incorrect items remain covered. |
| Gift box damaged but product is unaffected | We may offer replacement packaging, a partial solution or a small-value discount code, depending on the situation. |
4. Damaged, Defective or Incorrect Items
Please inspect your order after delivery.
If the item arrives damaged, defective or different from what you ordered, contact us as soon as possible, preferably within 7 days of delivery, and provide:
- Your order number.
- A description of the issue.
- Clear photographs or videos of the item.
- Photographs of the parcel and packaging where relevant.
After reviewing the information, we may offer a replacement, refund or another appropriate remedy.
Where the problem was caused by us, GemoraBond will cover reasonable replacement or return shipping costs. The suggested 7-day reporting period helps us investigate delivery issues and does not limit applicable legal rights.
5. Size Exchanges
Customers are responsible for measuring their pet carefully and selecting the correct size before ordering.
Standard-size products may be exchanged if they meet the return conditions above. The customer is responsible for the return shipping cost.
Replacement products are subject to availability. Any additional shipping charge or price difference will be confirmed before the exchange is completed.
6. Personalised and Special-Size Products
We do not accept change-of-mind returns or exchanges for products that are made specifically for the customer, including:
- Engraved products.
- Products containing customer-uploaded photographs.
- Sizes made outside our standard size chart.
- Products with customer-requested modifications.
- Other products clearly marked as personalised or custom-made.
This restriction does not apply where the product is damaged, defective, incorrectly made or different from the confirmed order.
Selecting a standard colour, standard size or regular birthstone option does not automatically make a product personalised unless clearly stated on the product page.
7. Return Shipping
For wrong-size orders, change-of-mind returns or other customer-related reasons, the customer is responsible for return shipping costs.
We recommend using a tracked shipping service. GemoraBond is not responsible for return parcels lost or damaged before reaching the authorised return location.
Original delivery charges are refunded only where required by applicable law. Additional express or upgraded delivery charges are generally non-refundable.
8. Refunds
After receiving and inspecting the returned product, we will notify you whether the refund has been approved.
Approved refunds will normally be issued to the original payment method within 5–10 business days. Your bank or payment provider may require additional time to display the refund.
Where permitted by law, reasonable deductions may be made if the product has been handled beyond what is necessary to inspect it and its value has been reduced.
9. Order Cancellations
Please contact us as soon as possible if you need to cancel or change an order.
Because many GemoraBond products are prepared after ordering, we cannot guarantee changes or cancellations after production has started.
Personalised or special-size products cannot normally be cancelled after production begins, except where required by applicable law.
10. Contact Us
To request a return, exchange or refund, please contact:
Brand: GemoraBond
Website: gemorabond.com
Email: support@gemorabond.com
Company: Guangzhou Mengdou Trading Co., Ltd.
Please include your order number and the reason for your request.