Refund policy

Returns & Refund Policy

Your customer experience is very important to us so our returns policy gives you 14 days to change your mind and request a full refund. This does not include postage. We do not cover return postage.
Any refunds will be subject to the product being returned in a saleable condition, with no signs of use or damage to the product or packaging.
If the product is not in the original packaging or is damaged in any way we are not obliged to refund you.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Unfortunately, we cannot accept returns on sale items or gift cards.
Personalised items can only be refunded if damaged.

We recommend that you choose Royal Mail Signed for as proof of postage when returning as any returns lost in the mail service are not the responsibility or liability of Gemz Melts. It is you the consumer that must file a claim with the courier service you used.

Damaged Goods

We check every product to ensure that the highest standards have been met prior to dispatch. Should you receive any item that you are not satisfied with please contact us within 48 hours. Please ensure that you provide your order reference number and contact details to us, as well as any supporting evidence. We will discuss the options with you at the time of contact.