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RETURNS & REFUNDS

Returns & Refund Policy

Last Updated: 08 March 2026

 

This Returns & Refund Policy explains your rights as a consumer and how GemoriesUK (“we”, “our”, or “us”) handles returns, exchanges, and refunds for products purchased from our online store www.gemoriesuk.com. This policy is designed to comply with the Consumer Rights Act 2015 and other relevant UK consumer protection laws.

 

1. Your Consumer Rights

Under UK law, when you buy goods online, you are entitled to:

 

  1. Receive products that are as described, of satisfactory quality, and fit for purpose.

  2. Cancel your order within 14 calendar days of receiving the goods (the “cooling-off period”) for most NON-PERSONALISED items.

  3. Receive a refund if goods are faulty, damaged, or not as described.

 

2. Personalised or Custom Items

  • Customised items (e.g., bespoke frames and cards) cannot be returned unless they are faulty or damaged.

  • Please check your order carefully before confirming a custom purchase.

 

3. Faulty or Damaged Goods

  • If you receive a faulty, damaged, or incorrect item, contact us within 14 days of delivery.

  • We will provide a prepaid returns label where applicable.

  • Once we receive and inspect the item, we will either replace it or issue a full refund, including the original delivery costs.

 

4. Refunds

  • Refunds will be issued to the original payment method.

  • Refunds are typically processed within 14 business days of receiving and inspecting the returned item.

  • If a product is partly used or returned damaged by the customer, the refund may be reduced to account for diminished value.

 

4.1 Delivery Costs

  • Standard delivery costs are non-refundable, unless the item was faulty or sent incorrectly.

  • If you cancel an order before it is dispatched, a full refund including delivery costs will be issued.

 

5. How to Make a Return

 1. Email us at gemoriesuk@gmail.com with:

  • Order number

  • Item(s) to return

  • Reason for return

 2. Pack the item securely in its        original packaging.

 3. Send it back to our returns address:

GemoriesUK, 63 Grosvenor Road London N10 2DR

 

We recommend using tracked delivery, as we cannot accept responsibility for lost parcels.

 

6. Exchanges

  • We do not offer direct exchanges.

  • If you wish to swap a product, you must return the original item for a refund and place a new order for the replacement.

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7. Contact Us

If you have any questions about returns, refunds, or cancellations, contact us:

 

Email: gemoriesuk@gmail.com

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