Q I have developed skin allergy after using a product. Can I exchange the particular product for other new product?
A Sure, we will be glad to exchange another new product with you!
Q Do I have to pay for return shipping? And, what is the exchange policy?
A Our FREE EXCHANGE policy remains for 30 days from the date you receive your order and it is ONLY applicable to defective product (including expired product) delivered to you, missing of any items or delivery of wrong item. We will bear your return shipping cost and free re-delivery service to your original delivery address will be available too!
Furthermore, you can ask for product exchange when you change your mind within 30 days from the date you receive your order! And, we charge “0” administration fee! What you need to do is simply inform us what product you wish to exchange and then proceed to return us the old product.
Good news! We will now even accept your exchange request if you develop skin allergy after using a product. Just simply return the used beauty product to us for new product exchange.
* In the event that you change your mind, please note that we will not be liable to your return shipping when you wish to exchange for another product. Free re-delivery service provided by us to your requested address is subject to minimum order of the site.
* Please note that we will not be liable to your return shipping when you return a product for exchange due to skin allergy issue. Free re-delivery service provided by us to your requested address is subject to minimum order of the site. We are happy to exchange any same value product with you. However, you are required to top up the outstanding amount if the value of a new product is more expensive. And, there will be no refund for a lower-value-new-product.
* We will not accept any exchange request within our 30 days limited period of time if:
- packaging of a product is opened and causing the product not resalable; or
- a product has been used but did not cause skin allergy.
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 send the return address to you. Of course, the cost will be on us. Yes, it is as simple as that!
However, please ensure that the parcel is properly packed and sealed as its original condition before sending it. The courier company reserves the right to refuse the collection of parcel if it is not packed in good condition.
Q When can I receive my exchange product?
A You are able to receive your new product after 5 to 10 business days from the date you return your old product to us for exchange. If you do not receive your new product within 10 business days, please contact our Customer Experience Agent on +6011-1325 9159, Monday to Friday, 9am to 6pm. Or simply email us at firstname.lastname@example.org for inquiry.
Q The product is not as effective as I thought. Can I request for an exchange after using it?
A We regret to inform you that no exchange will be accepted once a product has been opened or used, and when it does not lead to skin problem.
Q The product’s shelf life is shorter than I expected. Can I exchange?
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 exchange request for this reason.
At Gembira, we completely understand your concern on expiring product. We strive not to send you any product with less than 3 months lifespan. So, why should you worry about shopping with us?
Q The product is damaged during delivery. Can I exchange for a new one?
A Sure, we will be liable to exchange if a product is damaged during delivery. We will bear your return shipping cost and re-delivery service to your delivery address will be free too. What a free-risk e-commerce site!