At Gemaee, we specialise in authenticated pre-owned luxury goods. All return and exchange requests are subject to inspection, verification, and approval in accordance with the conditions below.

Return & exchange window
Requests for return or exchange must be submitted within 2 days of delivery. Requests made after this period will not be accepted.

Eligibility
Subject to the category exclusions below, items must meet all of the following conditions to be eligible:

• It must be unused, unworn, and in its original condition
• It must include the original receipt or proof of purchase
• All original packaging, dust bags, and authenticity cards must be included
• It must pass our internal quality control inspection upon return

Non-returnable items
Certain categories are non-returnable and non-exchangeable — including footwear and jewellery — due to hygiene, safety, and product-integrity considerations. Sale items are final and cannot be returned or exchanged.

Refunds
Once a returned item passes inspection and meets the eligibility requirements, a refund is issued to the original payment method. Refunds are approved where an item is significantly different from its description, has undisclosed major defects, or is proven inauthentic with verifiable proof.

• Refunds are processed within 3 to 5 business days after successful inspection.
• Card refunds may take a further 7 to 21 business days to reflect in your account, depending on your bank.
• Tabby and Tamara refunds are processed via their respective platforms, subject to their own timelines.

Cancellations
You may cancel or change your order at any time before it is marked "Processed" in our order system — we will cancel it and issue a full refund, or amend it subject to stock availability and any price adjustments. If your order has already been processed, please receive it and then use the returns process above.

How to start a return
To begin a return or exchange request, contact our team:

• Email: contact@gemaee.com
• Phone / WhatsApp: +971 507 175 051
• Landline: 04 315 9929

Our team is available Monday to Friday, 10:00 am to 6:00 pm.

RETURNS — POLAND / EU Under EU consumer law, you may return your order within 14 days of delivery for any reason.

• Applies to handbags, watches, jewellery and shoes. Only sealed pierced earrings (once opened) are excluded.

• Items must be returned in the condition received inspected only, not used with the Gemaee security tag unbroken and all original packaging, certificates and authentication documents included. A tampered or missing tag voids the return.

• Before returning, please contact the Gemaee team to confirm the reason for the return; we will issue a prepaid, insured DHL return label.

• Every return is inspected and authenticated upon arrival. We may reduce the refund amount for any loss in value caused by handling beyond normal inspection.

• Refunds will be issued to your original payment method within 14 days of receiving the returned item. Return shipping costs will be deducted from the refund unless the item is defective, incorrect, or fails our authenticity guarantee, in which case the return will be free and fully refunded.