Payment Policy

1. Payment methods

Payments made in Gemonier are processed through Stripe, a third-party provider specialized in secure online payment processing.

Currently, customers can pay using credit or debit cards accepted and displayed during the checkout process.

Depending on the device, browser, country, and available settings, other payment methods enabled through Stripe may also be displayed.

The methods actually available for each order will always be those that appear in the checkout before completing the purchase.

2. Currency

Product prices and payments are in US dollars (USD), including orders from the United States, Canada, the United Kingdom and Australia. Review the currency, product prices, discounts, shipping charges, applicable taxes and final total before confirming your order. The amount and currency shown at the final checkout step are submitted for payment authorization.

3. Processing via Stripe

Gemonier uses Stripe to process payments made by card and other payment methods that may be available.

During a transaction the following can intervene:

• Stripe;
• the card issuer;
• the corresponding payment network;
• authentication systems;
• fraud prevention systems.

Final approval or rejection of a transaction may depend on Stripe, the issuing bank, or other financial providers involved in the transaction.

4. Payment security

Sensitive financial data is processed through the payment provider's secure infrastructure.

Gemonier does not directly store:

• the full card number;
• the CVV/CVC code;
• banking passwords;
• private authentication codes;
• complete financial credentials of the client.

The information necessary to process payment is transmitted through systems designed to protect online transactions.

5. Payment authentication

For certain payments, the bank or Stripe may request additional identity verification.

For example, the client may need:

• confirm the operation through your banking application;
• enter a security code;
• use biometric authentication;
• complete another authentication procedure required by your financial institution.

If this verification is not completed correctly, the payment may not be authorized.

6. Payment confirmation

After placing the order, payment must be properly authorized before the order is prepared for shipment.

When the purchase has been successfully processed, the customer will receive a confirmation using the email provided during the order.

If payment is pending, declined or cannot be confirmed, your order may remain temporarily unprocessed.

7. Rejected payments

A payment may be rejected for a variety of reasons, including:

• incorrect card details;
• expired card;
• insufficient balance or limit;
• restrictions applied by the bank;
• authentication issues;
• security checks;
• suspected fraud;
• restrictions on international purchases;
• temporary technical problems.

If a payment is declined, we recommend:

1. check the entered data;
2. retry the operation;
3. use another available card or method;
4. Contact the financial institution if the problem continues.

Gemonier cannot force a bank to approve a rejected transaction.

8. Fraud prevention

To protect our customers and Gemonier, orders may be subject to automatic or manual security checks.

When there are reasonable suspicions of fraud, unauthorized use of the payment method or inconsistent information, we may:

• request additional information;
• temporarily delay the preparation of the order;
• verify certain data;
• cancel the order when necessary.

These measures are intended to protect both the owner of the payment method and our store.

9. Cancellation of orders

If an order is canceled before shipment and payment has already been captured, the corresponding refund will be initiated when applicable.

If the order has already been shipped, the conditions in our Returns and Refunds Policy apply.

10. Refunds

When a refund is due, it will normally be made using the same method used to make the purchase, unless there is another agreed and legally permitted solution.

Once the refund has been initiated by Gemonier, the time required for the amount to reappear in the customer's account may depend on:

• Stripe;
• the card issuer;
• the customer's bank;
• the payment method used.

Gemonier does not control the internal processing times of each financial institution after the refund has been correctly issued.

The complete conditions are available in our Returns and Refunds Policy.

11. Duplicate payments

If you believe that a duplicate charge has been made, please contact us before initiating a bank claim.

We will review the transaction and, if we confirm that there is an incorrect duplicate charge, we will manage the corresponding solution.

To facilitate review, include:

• full name;
• order number;
• email address used for the purchase;
• amount of charge;
• approximate date of the transaction.

12. Unknown charges

If a Gemonier-related charge appears that you don't recognize, contact us as soon as possible.

Never share via email:

• full card number;
• CVV/CVC code;
• banking passwords;
• private authentication codes.

We may request only the information necessary to securely identify the transaction.

13. Currency conversion

If your card or bank account uses a different currency from the checkout currency, your financial institution may convert the payment and apply its own exchange rate or fees. These charges are determined by your financial institution, not by Gemonier.

14. Billing

The customer is responsible for providing correct information during the purchasing process.

Where applicable, the data provided during the order may be used to generate documentation related to the transaction.

If you need to make a query related to an order or its documentation, please contact our customer service.

15. Security against fraud and false communications

Gemonier will never request through email, social networks or other channels:

• banking passwords;
• the complete CVV/CVC code;
• Stripe passwords;
• private codes sent by your bank;
• payments through methods not officially indicated in our checkout.

Payments must be made only by the methods shown in gemonier.com.

If you receive a suspicious communication using the Gemonier name, please contact us before providing information or making any payment.

16. Disputes and chargebacks

If there is a problem with an order or payment, we recommend contacting Gemonier first so we can review the case and offer a solution.

You can contact us for questions related to:

• duplicate payments;
• refunds;
• orders not received;
• incorrect products;
• damaged products;
• cancellations;
• charges you don't recognize.

The use of bank complaint mechanisms does not limit the rights that legally correspond to the consumer.

17. Data protection

Payment-related information may be processed by Gemonier and Stripe to the extent necessary to:

• process transactions;
• prevent fraud;
• manage refunds;
• maintain security;
• comply with legal obligations.

For more information on the processing of personal data, see our Privacy Policy.

18. Contact

For any questions related to payments, charges or refunds:

Gemonier
Email: contacto@gemonier.com

Customer service hours:
Monday to Friday, from 09:00 a.m. to 6:00 p.m., mainland Spain time.