Refund & Returns Policy
At ByGemma, we strive for customer satisfaction and high-quality products. Since our products are custom-made through our print partner Gelato, special conditions apply for returns and refunds. Below you will find our policy regarding quality guarantee, returns, and lost orders.
Quality Guarantee
We want you to be happy with your order. If you’re not satisfied with the quality of a product, please contact us within 30 days of receiving the item via our contact page.
If your claim is validated by our quality assurance team, we offer the following solutions:
- A free replacement product, to ensure you are happy with your purchase.
- A refund, if a replacement is not feasible or you prefer not to wait for a new shipment.
Please note: Colors may slightly vary due to the printing process. Factors such as paper type, machine settings, and humidity can affect the final result. These minor variations are within acceptable tolerance levels and are not covered under our quality guarantee.
Defective or Damaged Products
If your product arrives damaged or defective (and this was not caused by the content you provided), we will cover the costs of a new order. This includes:
- Damage to the delivered products
- Incorrect number or quantity of items received
- Issues affecting the quality of the delivered product
To resolve the issue quickly, please contact us within 30 days of receipt and provide photos of the problem.
Return Policy
Because our products are custom-made, we do not accept returns. A return address is not available. If you would like to place a new order, you will be responsible for the costs.
Lost or undelivered orders
Lost in transit? Please contact us within 30 days of the estimated delivery date. We will send a replacement order free of charge.
Returned to sender? Orders may be returned for the following reasons:
- Incorrect address: If the shipping address is incorrect, the package will not be delivered.
- Rejected by the recipient: If the order is refused upon delivery, it will not be resent.
- Unclaimed shipment: If the package is not picked up at a pickup point in time, it will be returned.
In these cases, you will need to place a new order. Let us know within 30 days of the estimated delivery date, so we can report the issue and arrange a refund for the product price of the new order. Shipping costs will still apply.
For further questions or support, please contact us via our contact page.