Return and Exchange

Return Policy Overview

This Return & Exchange Policy applies to all purchases made through Gemaee.com. As a platform specializing in authenticated pre-owned luxury goods, all return and exchange requests are subject to inspection, verification, and approval in accordance with the conditions outlined below.

Return and Exchange Eligibility

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

To be eligible, items must meet all of the following conditions:

  • The item must be unused, unworn, and in original condition

  • The item must include the original receipt or proof of purchase

  • All original packaging must be included, such as boxes, dust bags, tags, and authenticity cards

  • The item must pass internal quality control inspection upon return

Certain product categories are non-returnable and non-exchangeable, including:

  • Footwear

  • Jewelry

This is due to hygiene, safety, and product integrity considerations.

Sale items may only be eligible for return or exchange if they meet all standard condition and inspection requirements.

Gemaee reserves the right to decline any request that does not meet these conditions.

How to Request a Return or Exchange

To initiate a request, contact our support team within 2 days of delivery:

Email: contact@gemaee.com
WhatsApp: +971 507 175 051

Please include:

  • Order number

  • Proof of purchase

  • Clear photographs of the item and any issue reported

Our team will review your request and respond within 2 business days.

If approved, return instructions will be provided.

Return Shipping

Customers are responsible for return shipping costs.

If the return is approved due to an error on our part, such as a verified authenticity issue or an undisclosed defect, Gemaee will cover return shipping costs.

We recommend using a trackable shipping method to ensure safe delivery.

Return Address

Approved returns must be shipped to:

Office No. 1204, 12th Floor
Citadel Tower
Al Abraj Street
Business Bay
Dubai, UAE

In-person returns are accepted by appointment only.

Inspection and Refund Processing

All returned items are subject to a quality control inspection upon receipt.

If the item passes inspection and meets eligibility requirements, the refund will be issued to the original payment method.

Refunds are processed within 3 to 5 business days after successful inspection, depending on the payment provider.

Exchanges, where approved, will be processed after inspection confirmation and subject to availability.

Note

  • Submitting a return or exchange request does not guarantee approval

  • Items that do not meet eligibility conditions will be returned to the customer

  • All decisions are final after inspection and verification

For orders that have already been processed and shipped, please wait for delivery and follow the return process outlined above if needed.

Refund Policy Overview

This Refund Policy applies to all purchases made through Gemaee.com. As a platform dealing in authenticated pre-owned luxury goods, all refund requests are subject to inspection, verification, and approval based on the conditions outlined below.

Refunds are only issued in eligible cases where the item does not meet the agreed description or is confirmed to be inauthentic.

Refund Eligibility

Refund requests must be submitted within 2 days of delivery.

Refunds are only eligible under the following conditions:

  • The item received is significantly different from its listed description and contains undisclosed major defects or damage

  • The item is confirmed to be inauthentic, supported by valid documentation from a recognized third-party authenticator

To qualify, the item must:

  • Be unused and in original condition

  • Include all original packaging, such as boxes, dust bags, tags, and authenticity materials

  • Be returned with proof of purchase

Non-Refundable Items

Refunds will not be issued for:

  • Items that show signs of use, wear, alteration, or damage after delivery

  • Footwear and jewelry, due to hygiene and product integrity reasons

  • Sale or discounted items, unless the refund is due to a verified error on our part and the item is returned in original, unused condition

Inspection and Approval Process

All returned items are subject to a quality control inspection upon receipt.

Refunds are only approved if the item:

  • Matches eligibility conditions

  • Passes authenticity and condition verification

If an item fails inspection, the refund request will be declined, and the item will be returned to the customer.

Refund Processing Timelines

Once a refund is approved after inspection, it is processed to the original payment method only.

Processing timelines are as follows:

  • Card payment refunds may take between 7 to 21 business days to reflect in your account, depending on your bank's processing time.

  • Tabby or Tamara: Processed via respective platforms, subject to their internal refund timelines (usually up to 3 working days)

  • Bank Transfers: Processed within 3 working days after approval

  • Cash Payments: Processed within 3 working days after approval

Refunds cannot be issued to any payment method or account different from the original transaction.

Order Cancellation

Orders may be cancelled or modified only if they have not yet been marked as “Processed” in our system.

Once an order has been processed or shipped, it cannot be cancelled and must follow the refund process outlined in this policy.

Return Shipping Responsibility

Customers are responsible for return shipping costs unless the return is due to an error on our part, such as a verified authenticity issue or an undisclosed defect.

All returned items must be securely packaged. Items not properly packaged or not meeting return conditions may be rejected.

Note

  • All refund requests are subject to inspection and approval

  • Submitting a request does not guarantee a refund

  • Authentication and quality control standards apply to all returned items without exception