Refund and Exchange Policy (UAE Only)
This policy applies to all purchases made through our online store at Gemaee.com. Because we specialize in authenticated pre-owned luxury items, returns and exchanges are accepted only under specific conditions outlined below.
Exchange within 48 Hours
Within the initial 48 hours of delivery, customers may request an exchange for unused products purchased from our online store, provided they present a valid original receipt.
Exchanges cannot be processed beyond the initial 48 hours following delivery.
The item must be returned in its original condition, unused, with all original tags, dust bags, boxes, and authenticity cards attached exactly as received.
Footwear and jewelry items are strictly non-returnable and non-exchangeable.
Sale items are not eligible for return or exchange unless they are returned in their original, unused, and sellable condition.
We reserve the right to refuse any exchange that does not include the original receipt.
Refunds
Returns for a full refund are accepted within the first 48 hours of delivery only under the following conditions:
1. The item received is significantly different from the description and has undisclosed major defects or damages.
2. The item is proven to be inauthentic, supported by valid and verifiable proof from a recognized third-party authenticator.
All approved returns must meet our quality control standards before a refund is processed. If the returned item does not pass inspection, the refund request will be declined and the item will be returned to the customer.
Sale items are not eligible for exchange or refund unless returned in their original, unused, and sellable condition due to an error on our part.
How to Initiate a Return or Exchange
To request a return or exchange, contact our customer service team within 48 hours of receiving your order.
1. Email us at contact@gemaee.com or reach us via WhatsApp at +971 507 175 051.
2. Include your order number, a copy of your original receipt, and clear photographic evidence of the issue (such as photos of undisclosed damage or verifiable proof of inauthenticity).
3. Our team will review your request and respond within 24 hours. If approved, we will provide instructions on how to return the item.
4. Ship the item to our Dubai location at: Office No.1204, 12th floor, Citadel Tower, Al Abraj Street, Business Bay, Dubai, UAE. Items can also be returned in person by appointment.
5. Once the item is received and passes our quality control inspection, your refund or exchange will be processed.
Customers are responsible for return shipping costs unless the return is due to an error on our part, such as an undisclosed defect or authenticity issue. In those cases, Gemaee will cover the return shipping fees.
Refund Processing Timelines
Once your returned item passes quality control, refunds are processed based on the original payment method used during purchase.
Tabby or Tamara: Refunds are raised directly through the Tabby or Tamara backend. Processing times are subject to their respective refund policies and typically take up to 5 working days.
Credit or Debit Card (including Payment Link): Refunds are processed through the Network International payment gateway and will take approximately 7 working days to reflect in your account.
Bank Transfer: Refunds will be processed within 48 hours of the item passing quality control.
Cash Payments: Cash refunds will be arranged and processed within 48 hours of the item passing quality control.
All refunds are issued to the original payment method. We do not issue refunds to a different payment method or account than the one used for the original purchase.
Order Cancellation
You may cancel or modify your order at any time before it is marked as "Processed" in our order tracking system.
For orders that have already been processed and shipped, please wait for delivery and follow the return process outlined above if needed.
