Shipping and Returns Policy

GemWerx Shipping Policies

Processing Your Order

Once we get your order, we take care of it right away so you can get your order ASAP! All of our orders are processed within one to four business days unless stated otherwise, and then shipped to you immediately, according to your preferred method of shipping.

Note: If the shipping/billing addresses are different or if there is any other unusual activity with your order, your order may be delayed pending a further check. All shipping fees are in AUD.

Shipping your Order

For your security, all orders over $250 in value require a signature upon delivery. If you can’t be available to sign for your package, please be sure that an adult who is authorised to sign for your package will be available at the designated shipping address. For security reasons, we ship to street addresses only, not to PO Boxes or similar addresses. If a parcel is not signed for GemWerx will not be held responsible for its loss and will not provide compensation.

You’ll receive an email notification the day your order has been shipped with a confirmation of shipment and a tracking number.

In the event that your order can’t be shipped, we’ll contact you within 2 business days to let you know why your shipment has been held up.

Tracking Your Order

Of course, you’ll want to know when your order is going to arrive on your doorstep so you can plan your weekend outfit accordingly. That’s why we send out an email notification the day your order is shipped with a confirmation of shipment and a tracking number. This gives you the ability to track your order at all times until it reaches you or your recipient’s doorstep. Please be advised that depending on your inbox’s security settings, our confirmation e-mail may be received as SPAM. Check your ‘SPAM’ or ‘Junk’ mail inbox periodically. Also, be sure to add *@gemwerx,com to your Email Address Book to ensure that our emails make it into your inbox.

Note: Scams are rising in numbers and GemWerx has recognised the need to protect ourselves in order to create a truly functional store with no security weakness. Consequently we use a Fraud Detection system on this website and reserve the right to cancel any order that appears suspect or fraudulent. All fraudulent transactions will be reported to proper authorities.

Orders Lost or Damaged During Shipping

GemWerx only ships it’s orders as registered parcels with tracking and you will be provided with the tracking number. If the order is over $250 then the parcel will also require a signature on receipt.

Most of our parcels will be shipped via Australia Post, unfortunately shipping providers including Australia Post will not compensate for loss and damage of some specific categories of shipped items such as gems or jewellery and as a consequence if your order contains these items it cannot be insured. This is the reason that GemWerx requires signature on receipt of some items.

Australian sellers are required to repair or replace a product that is defective or does not live up to expectations, amongst other things, but these consumer guarantees do not extend to replacing an item that was posted by them, which was subsequently lost or damaged by Australia Post. If you have arranged with the shipping provider to leave parcels even ones requiring signature then GemWerx cannot be held responsible for their loss.

If a parcel has been lost in transit however, it is GemWerx’s responsibility (as the seller or sender) to file a lost item report with Australia Post. Please advise GemWerx at our email Support Address if you have not received your order in a reasonable timeframe.

Following submission of a lost item report, if you believe that Australia Post has not adequately addressed your concerns, the Postal Industry Ombudsman (PIO) may also be able to assist in some circumstances. Some of the more common complaints that the Postal Industry Ombudsman deals with include compensation for postal items lost or damaged and delayed mail.

GemWerx Returns Policy

At GemWerx, we do everything we can to ensure you are happy with your purchase so we’ve made our Returns Process as professional  as possible without being too complex.

Your Rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Please read the following carefully to ensure you are fully aware of your rights and responsibilities under the policy and our obligations to you.

Change of Mind

By consumer law we are not required to provide a refund or replacement if you change your mind.  We reserve the right to  accept or reject returns/refunds where you’ve just changed your mind so please make sure you want the product before you buy it. However, as we previously mentioned, we do everything we can to ensure you are happy with your purchase.  We understand that people may have a change of heart, that’s why we offer a 7 day Change of Mind Return Policy on all products unless specified otherwise.

If for any reason you have changed your mind about  your purchase, you can contact us within 7 days of taking delivery and organise to return the product to receive a store credit equal to the purchase price of your product (less initial shipping charges and restocking fees).  Return postage for the item is the responsibility of the customer.

Acceptance of a return as a result of change of mind results in extra work for us so a restocking fee of  $5.00  will be deducted from the refund amount for change of mind returns once the order has been despatched.

In order to qualify for a Change of Mind Return, the item must meet certain requirements:

  • Products must be in their original packaging and unopened (if applicable), all Quality Control (QC) seals must be intact;
  • Must not be damaged or altered in any way by you during the time the product is in your possession. The product is deemed to be in your possession until the product is received by us pursuant to this policy;
  • The product is not exempt for return as specified on the product description page.

If we agree to accept the return of a product or order where you have changed your mind the responsibility is upon you to ensure that it is shipped to GemWerx with tracking and insurance at your cost.  You must also begin the Returns Process within 7 days of receiving the product as recorded in our shipping company’s tracking tool.  If you have not begun the process within 7 days of receipt your request will be rejected.

Returns and Refunds

You can choose a refund or exchange if an item has a major problem. This is when the item:

  • has a problem that would have stopped someone from buying the item if they had known about it;
  • is unsafe;
  • is significantly different from the sample or description;
  • doesn’t do what we said it would, or what you asked for and can’t be easily fixed.

At GemWerx we provide you with tools to manage this process and detailed instructions can be found at our Returns Process page.

Original Payment Method. Any refund will be provided using your original payment method.

Excluded items

Where we are not able to offer a refund or exchange the product detail screen will clearly note it as shown in the picture below.  This will be a very unusual situation but we have included the capability in case we do offer products of this nature in future.


Privacy

You will be asked for information that is relevant to your return or to satisfy legislative requirement. If you do not provide this information, then we may be unable to process your return and refund. When returning merchandise you will be required to follow the process detailed in our Returns Process.

Your Responsibilities

Change of Mind.  Refer to Change of Mind under Your Rights above.

Product Enquiry. If you are unsure whether to buy a product for any reason you can submit an enquiry via the “Product Enquiry” tab on the “Product Detail” screen  to clarify your concerns (see below):

Major problems.   Items with major problems can be returned at any time but we do prefer that you commence the process as soon as possible.  If the major problem occurred as a result of damage incurred during shipping please refer to the Shipping Policy tab on this page.  If you wish to return an item you must complete the notification steps within the Returns Process.

Include original packaging and product. Any returned product(s) must be returned in all of their original packaging (this is for products that come packaged, not the packaging used for shipping), and product must not have been worked or altered in any way. GemWerx may reject the returned product if there is damage to the product and/or product packaging that did not exist before we sent the order.

Return Shipping. Return shipping and insurance to GemWerx is at your initial cost.  If the returned items are found to have a major problem GemWerx will include reimbursement for the shipping in your refund.   Shipping for Change of Mind items is at your cost and no reimbursement will be given for that expense.

Please follow the instructions in the Returns Process. We are not responsible for risk of loss or damage for returning a product during shipment so please ensure that you have included tracking and have advised us of the tracking number and shipping agent.

If you have any questions or concerns about making a return, feel free to contact GemWerx at support@gemwerx.com.

Our Obligations

If a product is deemed fit for return, GemWerx will notify you that the return has been accepted and provide you with instructions related to the return. Once the returned products have been examined and have been found to have met all of our return policy requirements, we will process the refund and send you a confirmation email.

If a product is deemed unfit after examination, GemWerx will notify you that the return has been rejected and no refund will be issued. The customer can choose one of the following options.

  • the product will be shipped back to the customer at the customer’s shipping cost, or
  • the product will be recycled.

If you do not select one of the above options within 14 days of GemWerx informing you that your return has been rejected, the product will be recycled.

ADDRESS

PO Box 336, Rosewood, 4340, QLD, Australia
Phone: +61 439 909 189
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