Refund & Returns Policy

Refunds and Returns Policy

Effective Date: 25/09/2024

At Gem Hydro Bottle LTD, we want you to be completely satisfied with your purchase. If for any reason you are not, we offer a fair and easy-to-understand refunds and returns policy to ensure you have a hassle-free experience.

This policy outlines the process, conditions, and timeframes for returning products and obtaining refunds.

1. Eligibility for Returns

You can return your item(s) within 30 days of receiving your order, provided the following conditions are met:

  • The product is unused and in its original condition.
  • The product is returned in its original packaging with all tags, labels, or accessories.
  • Proof of purchase (receipt or order confirmation) is required.

If your product meets these criteria, you are eligible for a refund or exchange.

2. Non-Returnable Items

The following items cannot be returned:

  • Products that have been used, damaged, or are not in their original condition.
  • Customized or personalized items.
  • Gift cards or promotional items.

3. How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact Customer Support: Email us at [email protected] with your order number, the reason for your return, and any photos of the product if it is defective or damaged.
  2. Return Authorization: We will review your request and, if approved, provide you with a return authorization and instructions on how to ship the item back to us.
  3. Ship the Product: Once you receive return approval, securely package the product, and ship it to the following address:Gem Hydro Bottle LTD
    via Monte Cervara 16,
    Foligno, Italy, 06034

Please include the return authorization and order details inside the package.

4. Return Shipping Costs

  • Customer Responsibility: You are responsible for covering the cost of return shipping unless the item is defective or damaged upon receipt.
  • Defective or Damaged Items: If the product you received is defective or damaged, we will cover the return shipping costs. Please contact us immediately at [email protected] with photos of the damage for verification.

5. Processing Your Return

Once we receive your returned product, we will inspect it to ensure it meets the eligibility criteria outlined above. If approved, we will notify you and process your refund or exchange as follows:

  • Refunds: Refunds will be issued to your original payment method within 14 business days after the returned item has been received and inspected. Please note that it may take additional time for your bank or credit card provider to process the refund and reflect it in your account.
  • Exchanges: If you have requested an exchange, we will ship the replacement product once the original item has been returned and inspected. Shipping fees for the new item may apply.

6. Late or Missing Refunds

If you haven’t received a refund after 14 business days, please:

  1. Check your bank account or credit card statement.
  2. Contact your credit card company or bank; processing times may vary.
  3. If you’ve done these steps and still haven’t received your refund, contact us at [email protected], and we will assist you further.

7. Damaged or Defective Items

If your product arrives damaged or defective, please contact us at [email protected] within 7 days of receiving the product. We will arrange a replacement or refund, and in such cases, we will cover the return shipping costs.

8. Changes to the Refund and Return Policy

We reserve the right to modify this Refunds and Returns Policy at any time. Changes will be posted on this page with the updated “Effective Date”. Your continued use of our website after any such changes signifies your acceptance of the new policy.

9. Contact Us

If you have any questions or concerns about this Refunds and Returns Policy, please contact us:

We are here to assist you with any issues or inquiries related to your purchase.

This policy ensures that your customers have clear and fair guidelines for returns and refunds while protecting your business from misuse.