Refund policy

We have a 14-day return policy, which means you have 14 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 unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

According to PTAL Article 12, Part 6, the Costumer is responsible for keeping the returned product in the same condition as it was received. Goods are not accepted back in the following cases:

  • If the product is without original tags, original packaging or sets;
  • If the product is used, with scratches, any kind of defects, dirt, etc.; 
  • If the defect occurred as a result of chemical substances or mechanical effects;
  • The product has been repaired before;
  • If the defect is caused by using the product for purposes for which it is not intended;
  • The product cannot be returned if it is made to individual order.


To start a return, you can contact us at info@gemstore.lv. Please note that returns will need to be sent to the following address: Daugavas iela 38-317, Marupe, Latvia, LV-2167 or  by Omniva package -Mārupes RIMI parcel.

If your return is accepted, we’ll send you a return confirmation, 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. Costumer provides return shipping. Return shipping costs are covered by costumer. 

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

Unfortunately, we cannot accept returns such as individual orders or personalized items or gift cards. Please get in touch if you have questions or concerns about your specific item. 

Exchanges

If one of the ordered products did not suit you, you can exchange it for another product, at an equal or higher price, if it is  available in the store. If it is more expensive than the original purchase price before the exchange, then you have to pay the difference. In this case, the product return form must indicate the product code for which you want to exchange for. Before exchanging goods, please inform us by phone. +371 29993910 or e-mail: info@gemstore.lv  for which exactly you want to exchange, so that we provide the specific product for you. The shipping cost of the exchange of goods shall be borne by the customer.

In cases where a product is returned that has a manufacturing defect due to inspection, or a product of an inappropriate model was sent to the customer of the gemstore.lv store, the gemstore.lv  compensates the customer for the costs of the product and the costs of returning the product in the amount of 100%. 


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


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 5 business days. Original shipping costs are non-refundable. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 10 business days have passed since we’ve approved your return and you didn't get the money, please contact us at info@gemstore.lv.

You can always contact us for any return question at info@gemstore.lv.


Ask for refund directly from your account here: https://shopify.com/73091318085/account