Refund policy

Pre-Orders

All pre-order sales are final once the order has been placed and secured with our suppliers.

Customers may request a cancellation of a pre-order before the item has shipped; however, all pre-order cancellations are subject to a non-refundable 10% processing fee. No exceptions will be made.

If an order contains both in-stock items and pre-order items, the entire order will be held and shipped together once all pre-order items have been received and are available for fulfillment. Customers wishing to receive in-stock items sooner should place separate orders for pre-order and in-stock products.

By placing a pre-order, you acknowledge and agree to these terms.

Regular Orders

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unopened, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at support@gemzy.ca. Please note that returns will need to be sent to the following address:

7792 Rue La Franchise, Quebec, QC, G2K1R8

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@gemzy.ca. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned. Please get in touch if you have questions or concerns about your specific item.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@gemzy.ca.