Refund policy

Gemloader Refund & Return Policy

At Gemloader, we strive to ensure you are satisfied with your purchase. Please take a moment to carefully read our return and refund policy. By placing an order, you agree to the terms outlined below.

30-Day Return Policy

You have 30 days after receiving your item to request a return.

To be eligible for a return, your item must meet the following conditions:

  • In the same condition as received

  • Unworn or unused

  • With all tags

  • In its original packaging

  • Accompanied by the receipt or proof of purchase

To start a return, please contact us first at info@gemloader.com. 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. Returns sent back to us without prior approval will not be accepted.

Please note: The return process differs for EU and international shipments. Instructions will follow after contacting us.

Please read the full return policy below for more information.

We do not reimburse return shipping costs.

Return Conditions & Instructions

We accept returns if the product:

  • Is unused and shows no signs of use

  • Was delivered within the past 30 days

If your return meets these conditions, a refund is no problem.

What to do:

  • Carefully repackage the item in its original packaging using a sturdy shipping box

  • Ensure the item is well-protected to avoid damage during transit

  • Include a note or packing slip with your order number and a brief explanation of the return

  • Affix the return label to the box and drop it off at a local shipping point within 7 days of receiving the return label

What happens next:

  • Once we receive your return, we will inspect the product for any signs of use

  • If everything is in order, we will process your refund within 7 business days to the original payment method

  • If anything is unclear or we need additional information, we will contact you directly

Should you have any questions, don’t hesitate to reach out. Thank you for your understanding.

Return Address (For International Shipments Only)

If your return is accepted, international customers are responsible for arranging the return shipment to the following address:

Gemloader
Valkenburgseweg 37
2331AA Leiden
The Netherlands
Phone: +31(0)6-52639600
Email: info@gemloader.com

International customers are responsible for return shipping. We cannot provide return shipping labels due to customs regulations. Once you accept international delivery and decide to return the item, you are seen as the responsible party for the export. Therefore, you must arrange the shipment yourself and ensure the package is returned to the above address.

When all items in the order are returned and meet our conditions, we will refund the full order amount.

Items Not Collected / Returned to Sender

If you do not collect your package and it is returned to us, please note:

  • We can only process your refund after the parcel has arrived back at our warehouse.

  • Carriers no longer treat unclaimed parcels as a priority. These returns often take significantly longer than regular shipments.

We ask for your patience in such cases.

International Shipping – DAP (Delivered at Place)

We ship internationally under the DAP Incoterm (Delivered at Place).

This means:

  • Gemloader covers the risk of shipping to your specified address.

  • The buyer (you) is the importing party and responsible for:

    • Customs clearance

    • Import duties

    • Local VAT and any handling fees charged by your local customs or carrier

Please be aware:

  • These costs vary by country.

  • You are required to do your own research in advance.

  • Visit your country’s official customs website for guidance on potential costs.

We do not reimburse any customs duties, taxes, or other import fees.

EU vs Non-EU Import Costs

We are located in the Netherlands in the European Union. No import costs will be charged between the EU member states.

In some cases outside the EU, import costs may be charged. This is often only after a certain amount has been spent. This can differ per country.

To avoid unexpected fees, we advise customers to review information about these costs via the customs website of their country.

We cannot reimburse these costs.

Damages & Incorrect Items

Please inspect your order upon arrival. If your item is damaged, defective, or incorrect, contact us immediately so we can resolve the issue promptly.

If you have already used the product and later discover a defect or damage, we cannot determine whether the issue was caused during use or if it was originally delivered that way. Therefore, all damages must be reported before the product is put into use and within 30 days of receipt.

Non-Returnable Items

The following items cannot be returned:

  • Custom/personalized items

  • Sale items

  • Gift cards

  • Items damaged due to improper use or negligence

  • Items returned after the 30-day return window

If you are unsure whether your item is eligible, contact us before returning it.

Exchanges

If you want to exchange an item, we recommend returning the original product (once accepted), then placing a new order for the desired item. This ensures the fastest processing time.

Refunds

Once we have received and inspected your return, we will notify you of the approval or rejection of your refund.

If approved:

  • A refund will be issued to your original payment method

  • It can take several days for your bank or credit card provider to process the refund

  • We will process the refund within 7 business days of receiving your return

If anything is unclear or we need more information, we will contact you directly.

For all questions, contact us at info@gemloader.com. We’re here to help.