Return Policy
At SelfGem we understand the importance of hygiene. That is why hygiene-sensitive products, such as the tooth gem kits, can only be returned if the packaging or seal has not been opened and the product is unused. The product must remain saleable. Personalized products cannot be returned due to the customization. Other products can of course be returned, provided they meet our return conditions.
Below you will find information about our returns policy:
Are you not satisfied with the product or do you want to return it without giving a reason?
No problem. At SelfGem we offer a 30-day cooling-off period. This means that you have up to 30 days after receiving your order to decide whether or not you want to keep the product. After registering your return, you then have 14 days to actually return the product.
Although the legal cooling-off period is actually 14 days, at SelfGem we would like to accommodate our customers by offering a cooling-off period of 30 days.
We recommend that you contact us first before registering your return. We may be able to resolve your issue or complaint, making returning unnecessary.
How can you return?
To register your return and receive further instructions, you can send us a message. More information about our contact options can be found on our contact page. You are responsible for the shipping and costs of the return. How you want to send it and with which shipping method is completely up to you.
Returns Policy
If you exercise your right of withdrawal, you must return the product with all accessories supplied and -if reasonably possible- in the original condition and packaging to us. Please contact us to exercise this right.
If the product is damaged upon return or if the packaging is damaged more than necessary to try the product, we can charge a depreciation for this. This depreciation can amount to 100% of the purchase price of the product, based on the damage and/or defects found. Therefore, treat the product with care and ensure that it is properly packaged upon return.
Upon receipt of the return shipment in good order, the shipping costs, including the amount due for your order, will be refunded to you. If you return part of your order, the shipping costs (shipping costs of your order) will not be refunded.
What should I do if my product arrived damaged?
It may happen that your order is damaged during transport, or that the product is delivered defective and faulty. In that case, we ask you to contact us as soon as possible (but no later than 3 days). We ask you for evidence and photos to prove that the product was defective upon receipt.
Can I exchange a product?
Due to logistical and technical reasons, it is unfortunately not possible to exchange a product or order. However, you can return an order or product and then place a new order.
When will I receive my money back?
We aim to refund the order amount due within 7 days (but no later than 14 days) after you have registered your return, provided that the product has been received in good order. The money will be refunded via the same payment method that you used for the original payment.