Exchanges and returns

If you made the purchase through our website, received the product in perfect condition and still did not feel satisfied, you can request cancellation through our email: contato@gemmaonline.com.br









Exchange of Goods
If you chose the product in our online store, but upon receiving it you were not satisfied and wish to exchange it for another item, please follow these rules:
• Our exchange works through a coupon generated for the value of the product. This coupon will only be made available to the customer to place their new order after receiving and evaluating the product in exchange.
• You can place a new order according to the stock available in our online store within 30 days after receiving the product. We do not reserve parts in advance for exchange!
• Please note that shipping costs already paid for on the first purchase will not be refunded. The customer must be responsible for shipping the product to be exchanged.
• The choice of a new product must be limited to the value of the original merchandise. If there is a difference, payment of this additional amount must be made by bank deposit.


How to make the exchange:
• The product must not show any signs of use.
• The product must be returned in its original packaging, accompanied by all accessories, labels, bags, purchase invoice and original tags.
• The merchandise must be sent within 30 days after receipt of the product to the address of origin, previously communicated through our contact: contato@gemmaonline.com.br .
• After dispatching the merchandise to be returned, the customer must inform us via email contato@gemmaonline.com.br the item's postal number for tracking purposes.

Purchase Cancellation
As dictated by the rules of the CDC (Consumer Defense Code), the customer who makes purchases through virtual stores has up to 7 (seven) days after receiving the product to register the withdrawal of the purchase. According to article 49 , the consumer may withdraw from the contract within seven days from its signature, or from the act of receiving the product or service, whenever the contracting of the supply of products and services occurs outside the commercial establishment, especially by telephone or at home. Sole paragraph - If the consumer exercises the right of withdrawal provided for in this article, any amounts paid, for any reason, during the cooling-off period, will be immediately returned, monetarily updated.

Return of Goods in case of purchase cancellation:
• The merchandise must be sent to the address of origin, which must be previously communicated to our contacts: contato@gemmaonline.com.br .
• The customer must send an email with the cancellation request with the following information: full name; order number; payment method used and amount; reason for cancellation.
• The product must be returned in its original packaging, accompanied by all accessories, labels, bags, purchase invoice and original tags.
• The product must not show any signs of use.
PS: shipping must be done by PAC through the Post Office and the customer must send the tracking code as soon as the product is posted.

Refund of Amounts:
• The value of the exchanged product will be refunded in accordance with the rules of the service used (PayPal) or in the case of deposit and card up to 30 days for refund on the card on which the purchase was made.

Please note that credit will only be processed after receipt and analysis of the condition of the product(s). The product cannot show any signs of use.


Exchanges of defective products
Product with alleged manufacturing defect:
If the item purchased from our store is defective after 7 days from the date of receipt of the product, you can contact us: contato@gemmaonline.com.br .

Return of Goods in case of defective product:
The merchandise must be sent to the address of origin, previously communicated through our contacts: contato@gemmaonline.com.br .
• Return the product in its original packaging with the purchase receipt.
• The customer must send a detailed photo of the defect along with the email reporting the problem. PS: shipping must be done by PAC through the Post Office and the customer must send the tracking code as soon as the product is posted.

Product defect analysis:
The defect assessment will be carried out by the quality department and then the final report of the exchange request will be completed. Average completion time: 15 working days after receipt of the product.

Exchange reports:
The customer will receive credit for the value of the product for a new purchase on the website.
PS: the shipping cost that the customer had to pay to send the defective product will be refunded.

Report against exchange:
The product will be returned without the right to replacement. Rejection items:
• Absence of defect (no evidence of damage reported by the customer)
• Signs of improper use of the product.
• Evidence of accidental damage.
• Natural wear and tear due to use.
• Improper washing of the product.
PS: in this case, shipping will NOT be refunded and the customer must also pay for the return shipping.

Clearance/ sale/ promotion items
We do not exchange items or refund amounts in cash or through credit card refunds, bank slips or transfers for clearance/sale items.
If you have any questions, please contact us by email contato@gemmaonline.com.br