Returns & Refunds
Q Do I have to pay for return shipping? And, what is the 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 wrong item.
* Please note that we will not accept any refund request if:
- packaging of a product is opened by the customer and causing the product not resalable;
- a product has been opened and used; or
- in the event of skin allergy caused by a product (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 above-mentioned, 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 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 +6011-1325 9159, Monday to Friday, 9am to 6pm. Or simply email us at email@example.com for inquiry.
Q I have developed skin allergy after using a product. Can I request for refund?
A We are sorry to hear that you have developed allergy after using a cosmetic product. Depending on skin condition, different individuals may get different results when using a same product. Hence, we seek your kind understanding that 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 be glad to exchange another new product with 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 (while most of the Za and Majolica Majorca products have 5 years lifespan) 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 less than 3 months lifespan. So, why should you worry about shopping with us?
Q The product is damaged during delivery. Can I return and get a refund?
A Sure, we are liable to refund if there is product damage during delivery. And, we will bear your return shipping cost too. What a free-risk e-commerce site!