Refund Policy

Returns and Refund Policy

You have a right to cancel your order up to 14 days after your order is delivered. You do not need to give a reason for cancelling.

A summary:

You have 28 days in total to return the order to us after receiving it. This is 14 days to cancel and notify us of cancellation and a further 14 days to return it. You do not have to give a reason. Order cancellations after the 14-day cancellation period will not be accepted. If your order is damaged in any way, parts missing, or incorrect items, it must be reported to us within 14 days of receiving your order.

This policy sets out the returns policy for goods or services purchased through the online store operated by Gem Supplies International Ltd.

1. In line with the distance selling regulations, to be eligible for a return, your item must be unused and in the same condition that you received it, and it must be in the original packaging. Products marked as seconds or sold as damaged are non-returnable and non-refundable. The product condition will be clearly marked and highlighted on the product page when a product is sold as seconds or damaged. By purchasing a 'seconds' or 'damaged' product you are accepting these terms. 

How to cancel or return your order

Simply contact us on 01642 561278, or email and request to cancel. We will then inform you of what to do next.

Late Returns

If your order is returned back to us after the return period stated above, a refund will be applied in the form of reward points to your account or in the form of a gift voucher that can be used on our website. 

Cancellations and Damaged Items

2. You have 28 days to return the order to us after you receive your order. This is 14 days to cancel your order and a further 14 days to return it. If your order is damaged in any way, parts missing, or incorrect items, it must be reported to us within 14 days of receiving your order. 

Manufacturer defects must be reported within 14 days after receiving your order. If you do not contact us within 14 days of receiving your order about damage or defective, you have accepted the order as free from defects. 

If your order develops a fault that was not present on your initial inspection, you have 6 months to notify us from the date of delivery. Items that develop a fault due to the environment they are kept in by the customer will not be approved for refund or replacement. For example, storing our dried fruit products in an area that attracts insects or items left outside and sun/rain damage or fading has occurred.

3. Some types of goods are exempt from being returned for a refund where they are perishable (e.g. flowers, outdoor products, dried fruit) or items such as balloons, and partyware such as (but not limited to) napkins, plates and cutlery due to hygiene reasons, or where they are hazardous materials or flammable liquids or gases.

4. Other types of services cannot be returned for a refund, for example where the service begins as soon as you make the payment (e.g. a downloadable software product) or a gift card or gift wrapping service.

5. Under the Consumer Contracts Regulations, if you change your mind about a purchase you have made within 14 working days after the date of delivery, you are entitled to a full refund of the original purchase price for the goods or services you wish to return, and the original postage and packaging charges made. You do not have to give a reason for return. You will not be entitled to a refund of the cost you incur in returning the item to us unless the item was damaged, not as described or faulty. We may be able to offer a replacement so please get in touch with us before returning a damaged item. You have a further 14 days to return the item to us. We will not pay for a returns label for an order which has missed its delivery date. Refunds will only be applied once we have received and inspected the returned products.

6. Our standard returns policy entitles you to a full refund of the purchase price and postage and packaging charges if you change your mind within 14 working days. (The distance selling regulations is 14 days to cancel after recieving your product + a further 14 days to return. This equals a 28-day return policy). You do not need to give a reason for return. It is the buyers responsibility to return the item to us in an unused condition. A refund will only be applied once your order has been returned and inspected for damage or use. If you return only part of your order, we will not refund the original postage cost paid. The original postage cost is only refundable if you return your full order.

7. If the item you purchased was faulty or did not work properly, or you think the item was not as described in the item description, please contact us first before requesting a refund as we may be able to resolve your problem to your satisfaction. We offer free returns if an item is damaged or not as described. Please contact us to arrange this. If we believe the item is as described and/or not damaged then we will not offer a returns label and it will be the buyers responsibility to return the item at the buyers cost. 

8. Where you would like to return a physical product you have purchased, please contact us to let us know that you will be returning the item. To obtain a refund for a non-physical product (like a service) please contact us for further information about how this can be done.

9. Once your return is received and inspected we'll contact you to let you know whether your refund will be processed or not, and credit your original method of payment, within a certain amount of days.

10. If you haven't received a refund yet where we have told you we have issued one, please check your bank account or card statement to make sure it hasn't been received and then contact your bank as some banks or card companies take a number of days to credit your account. 

11. If an item you purchased was purchased with a discount voucher, then we will only refund the amount that you paid (and not the amount the item was listed for).

12. All balloon orders must be unopened and returned in their original packaging. We will not offer a refund where the product has been opened. This is due to hygiene. If you return balloons and the package has been opened, the balloons will be destroyed and a refund will not be given. 

13. If a product is damaged or defective, we will cover the cost of your return shipping or provide a return shipping label. This must be agreed with us prior to returning. We will not refund priority or express services such as "signed for". Please contact us first before returning your product. We cannot send out a replacement product(s) until the original has been returned. If you purchased an express service on your original order and wish to return your order, the express service will not be refunded, only the value of our standard service.

14. If you purchased a product using a eVoucher or gift card and you return your order, the refund will be made onto the gift card.