At SelfGem we understand the importance of hygiene regulations and therefore we cannot accept returned products if the packaging or seal has been opened and/or the product has been used to any extent. The product must remain salable. Unfortunately, we cannot accept returns on personalized products due to customization.
Below you will find information about our returns policy:
Do you not like the product or do you want to return it without giving reasons?
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 you want to keep the product or not. 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 30-day cooling-off period.
We recommend that you contact us first before registering your return. We may be able to resolve your problem or complaint, so that returns are no longer necessary.
How can you return?
To register your return and receive further instructions, please send us a message. More information about our contact options can be found on our contact page. You are responsible for shipping and return costs. How you want to send it and with which shipping method is completely up to you.
If you exercise your right of withdrawal, you must return the product to us with all accessories supplied and - if reasonably possible - in the original condition and packaging. Please contact us to exercise this right.
If the product is damaged upon return or if the packaging is more damaged than is necessary to try the product, we may charge a depreciation for this. This depreciation can amount to 100% of the purchase value of the product, based on the damage and/or defects found. So handle the product carefully and ensure that it is properly packaged when returned.
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 is possible 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 within 3 days). We ask you for supporting documents 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 registering your return, provided the product has been received in good order. The money will be refunded via the same payment method you used for the original payment.