Return and Exchange Policy
If the goods received are undesirable, or should you have any concerns, don't worry. We will provide you the best service to solve the problem.
All products sent by Gem Hooray are inspected before shipment, and the entire packaging process is video recorded. If the goods you receive have quality problems or are mis-shipped, we guarantee the return and exchange and bear the cost of postal delivery.
Instructions for return and exchange request:
- For product quality problems and wrongly sent products, please contact us within 48 hours of receiving the goods and provide photos to help us identify the problem.
- For other reasons (tcolor difference, size, craftsmanship, wearing, etc. of the product is undesirable), please contact us by email or text message within the tenth day (including holidays) from the date of receipt of the shipment. The start date or end date is based on the date of receipt of the goods. The buyer is responsible for the shipping cost of returning the product.
- All our product images are for reference only. Due to the color difference in photo shooting, or computer screen settings, there may be slight differences of the actual products. The product size is detailed in the product description text. Please pay attention before you buy. If the description is unclear to you, please contact us before placing an order. The difference in product weight is within the scope permitted by law and is not a quality issue.
- All returned merchandise must be in new condition, without lettering, wearing, adjustment, etc. Keep the original packaging intact, including the purchased items, guarantee cards, accessories, gifts, etc., and return them together with the original packaging. If the accessories are not complete, return/exchange is not accepted.
- If there are missing parts or human caused product failure, damage, scratches, dirt by improper use and storage, or the package is damaged, that we cannot recover, repair, and resell the merchandise, we will not accept returns/exchanges.
After the returned items are confirmed to be correct, trefund will be made within 3 working days (excluding holidays and national holidays) after the confirmation; for returned payment amount, refund time and other related accounting information, Please consult your credit card bank.