Refund policy
RETURN & REFUND POLICY
Last Updated: July 15, 2026
We hope you love your GemoraBond piece. If there is a problem with your order, please contact us and we will review the situation carefully.
Nothing in this policy limits any rights or remedies available to you under applicable consumer law.
1. RETURN PERIOD
For eligible standard, non-personalised products, you may request a return within 14 calendar days of receiving your order.
After notifying us of your return request, please send the product back within the following 14 calendar days.
Please contact us before returning any item. Once your request is approved, we will provide the correct return address and instructions.
Do not return products to the company contact address or the address printed on the original parcel unless our customer support team specifically instructs you to do so.
2. RETURN CONDITIONS
For a change-of-mind, wrong-size or other 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 accompanied by the order number or other proof of purchase.
Products showing clear signs of use or wear may not be accepted for a voluntary return. This does not affect your rights where a product is faulty, damaged or not as described.
3. HOW DIFFERENT SITUATIONS ARE HANDLED
Wrong size selected:
A size exchange may be available for eligible standard-size products. The customer is responsible for return shipping. Any additional delivery charge or price difference will be confirmed before the replacement is sent.
Damaged, defective or incorrect product:
GemoraBond will provide a replacement, refund or another appropriate remedy after reviewing the issue. Where the problem was caused by us, we will cover reasonable replacement or return shipping costs.
Change of mind or no longer wanted:
Eligible standard, non-personalised products may be returned within the return period. The customer is responsible for return shipping.
Worn or visibly used product:
Voluntary returns are not accepted where the product shows clear signs of wear or use, unless it has a qualifying fault.
Personalised or special-size product:
Change-of-mind returns and exchanges are not accepted. Products that are faulty, damaged, incorrectly made or different from the confirmed order remain covered.
Gift packaging damaged but the product is unaffected:
Please contact us with photographs. Depending on the circumstances, we may provide replacement packaging, a partial solution or another reasonable remedy.
4. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
Please inspect your order after delivery.
If your product arrives damaged, defective or different from what you ordered, contact us as soon as possible, preferably within 7 days of delivery.
Please provide:
• Your order number.
• A description of the problem.
• Clear photographs or videos of the product.
• Photographs of the parcel and packaging where relevant.
The suggested 7-day reporting period helps us investigate delivery and production issues. It does not remove or restrict any rights you may have under applicable consumer law.
5. SIZE EXCHANGES
Customers are responsible for measuring their pet carefully and checking the size guide before ordering.
Eligible standard-size products may be exchanged if they meet the return conditions.
Replacement products are subject to availability and production requirements. Because many GemoraBond pieces are prepared after ordering, an exchange may require additional production time.
6. PERSONALISED AND SPECIAL-SIZE PRODUCTS
The following products are considered personalised or specially made and are not eligible for change-of-mind returns:
• Engraved products.
• Products made using customer-uploaded photographs.
• Sizes made outside our published standard size chart.
• Products altered according to a customer’s specific request.
• Other products clearly identified as personalised or custom-made.
Selecting a regular birthstone, standard colour or standard size does not automatically make a product personalised unless the product page clearly states otherwise.
Personalised products remain eligible for an appropriate remedy if they are damaged, defective, incorrectly made or different from the confirmed order.
7. RETURN SHIPPING
For wrong-size, change-of-mind or other customer-related returns, the customer is responsible for return shipping costs.
We recommend using a tracked shipping service. GemoraBond is not responsible for a return parcel that is lost or damaged before reaching the authorised return location.
Original standard delivery charges will be refunded 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 are normally processed to the original payment method within 5–10 business days and, in all cases, within the period required by applicable law.
Your bank, card provider or payment service may require additional time to display the refund.
Where permitted by law, a reasonable deduction 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 AND CHANGES
Please contact us as soon as possible if you need to cancel or change your order.
Because many GemoraBond products are made or prepared after an order is placed, we cannot guarantee that an order can be changed or cancelled after production has started.
Personalised and special-size products normally cannot be cancelled after production begins, except where required by applicable law.
10. CONTACT US
To request a return, exchange or refund, contact us through:
Online Chat:
Use the chat icon on gemorabond.com
Email:
support@gemorabond.com
Please include your order number and the reason for your request.
Brand: GemoraBond
Operating Company: Guangzhou Mengdou Trading Co., Ltd.
Business Address: No. 167 Linhe West Road, Room 1445-N052, Tianhe District, Guangzhou, Guangdong 510000, China
The business address above is not a return address. An authorised return address will be provided after your return request is approved.