Returns & Refunds
Q Do I have to pay for return shipping? And, what is your return policy?
A Return shipping is FREE! At Gembira, we trust that our customers should not have to pay for return shipping as we aim to provide a happy and fun shopping experience to all customers.
Our free return policy remains for 30 days from the date you receive your order. It is applicable to defective product (including expired product) delivered to you, change of mind, missing of any item or delivery of the wrong or different item.
* Please note that we will not accept any refund request if:
- packaging of the product itself is opened by customer and caused the product not resalable;
- a product has been opened and used; or
- a product caused skin allergy (Exchange request is accepted now!).
Q How do I return a product?
A If you are entitled for free return shipping as per our terms & conditions abovementioned, please contact us and we will arrange Poslaju parcel pick up service for you at your place/office located at every corner of Malaysia. And, the cost will be on us. Yes, it is as simple as that!
You are not required to fill up any form for your return parcel. However, please ensure that your parcel is properly packed and sealed as its original condition before passing it to Poslaju staff. Poslaju reserves the right to refuse the collection of parcel if it is not packed in good condition.
Q When can I receive my refund?
A For refunds via online funds transfer, credit cards as well as PayPal, it may take 5 to 10 business days for your refund to be reflected into your account from the date our refund process is initiated.
If you do not receive your refund within 10 business days, please contact our Customer Experience Agent on +6017 756 9880, Monday to Friday, 9am to 6pm. Or simply email us at firstname.lastname@example.org for inquiry.
Q I developed allergy from a beauty product. Can I request for refund?
A We are sorry to hear that you developed allergy from a product. Depending on the skin condition, different individuals may get different results in using a same product. Hence, we seek your kind understanding on no refund will be accepted after a product has been used. And, we strongly suggest you to stop using the particular product immediately and contact our Customer Experience Agent for further skin guidance.
Nonetheless, we will glad to exchange other new product for you. Please refer to our Returns & Exchanges policy for more information.
Q The product is not as effective as I thought. Can I request for refund after using it?
A We regret to inform you that no return will be accepted once a product has been opened or used.
Q The product’s shelf life is shorter than I expected. Can I request for return and refund?
A Many beauty products have a shelf life of 3 years from the manufacturing date, and are not considered unusable until past the expiry date. So, we will not accept any return request for this reason.
At Gembira, we completely understand your concern on expiring products. We strive not to send you any product with expiry date less than 6 months. So, why should you worry about shopping with us?
Q The product is damaged when delivery. Can I return and get a refund?
A Sure, we will be liable to refund if the product is damaged when delivery. And, we will bear your return shipping cost too. What a free-risk e-commerce site!