Refund policy
Returns and refunds policy
At Gemonier we want you to have a clear and safe shopping experience. This policy applies to purchases made through our online store for customers in Spain.
Right to withdraw
In accordance with the regulations applicable in Spain and the European Union, you have 14 calendar days from receipt of the order to communicate your decision to withdraw from the purchase, without having to indicate the reason.
To request a return, contact us through the Gemonier contact page and indicate your order number.
Once the withdrawal request has been communicated, you must send the product within the next 14 calendar days.
Return conditions
The product must be returned with its accessories and elements originally included.
The customer can examine the product in the same way they could in a physical store. If the product presents a decrease in value caused by handling greater than that necessary to verify its nature, characteristics or operation, this decrease may be taken into account in the refund.
Return costs
For voluntary returns, the customer pays the direct return shipping costs.
If the product received is defective, incorrect or does not correspond to what was advertised, Gemonier will assume the necessary costs to resolve the incident in accordance with the applicable legal guarantee.
Refunds
Once you have successfully requested withdrawal, we will refund the corresponding payments, including standard delivery costs where applicable.
The refund will be made using the same payment method used in the purchase, unless another method is expressly agreed.
Reimbursement will be made without undue delay and, no later than 14 calendar days from when we receive the communication of withdrawal. However, we may withhold the refund until we have received the returned products or until the customer provides proof of shipment, whichever occurs first.
Additional costs arising from having chosen a more expensive delivery method than the most economical standard method offered by Gemonier will not be refunded.
Defective or non-conforming products
New products sold by Gemonier are covered by the legal guarantee of conformity of 3 years from the date of delivery, in accordance with the regulations applicable in Spain.
If the product presents a lack of conformity, the customer may have the right, as appropriate, to:
- repair;
- replacement;
- price reduction;
- contract termination and refund.
The applicable solution will depend on the circumstances and what is established by current legislation.
The legal warranty does not cover damage resulting from improper use, knocks, accidents, normal wear and tear or use contrary to the product's instructions.
Incorrect or damaged products during delivery
If you receive an incorrect, damaged or visibly defective product, please contact us via the Gemonier contact page as soon as possible.
We may request photographs or additional information to verify the incident and offer the corresponding solution.
Exchanges
If you wish to exchange a product for another model, you must contact us to confirm the available options.
When the exchange is not due to a defect or error by Gemonier, any return costs may be borne by the customer.
How to request a return
To initiate a return:
- Access the Gemonier contact page.
- Please indicate your order number.
- Explain if you wish to exercise the right of withdrawal or if there is a problem with the product.
- Wait for return instructions before shipping.
Do not send any product without first receiving return instructions.