Refund policy

1. Returns Requested by the Customer

Customers may request a return within fourteen (14) days of receiving their order, provided that the product has not been opened, used, or removed from its original packaging.

In such cases, GEM Print Lab will refund the purchase price of the product and any applicable taxes. Shipping fees and any additional charges associated with the original order are non-refundable. The customer is responsible for all return shipping costs.

2. Damaged or Defective Products

If a product is received damaged, defective, or otherwise unusable due to manufacturing defects or shipping-related damage, GEM Print Lab will provide either a replacement at no additional cost or a full refund, including the product price, applicable taxes, and original shipping charges.

To qualify for a replacement or refund, customers must contact GEM Print Lab by email at manuelgabrielt@gmail.com or by phone/WhatsApp at 829-299-5070, providing:

Order number
Description of the issue
Clear photographic evidence of the damage or defect

GEM Print Lab reserves the right to request additional information before approving a claim.

3. Order Cancellations

Customers may cancel an order at no cost and receive a full refund, provided that the order has not yet been shipped.

Orders containing custom-made or personalized products that require design, manufacturing, or special preparation cannot be canceled once production has begun or the order status has been marked as "In Progress."

4. Exclusions

Returns, refunds, or replacements will not be accepted in the following situations:

Damage caused by misuse, improper storage, incorrect installation, negligence, or failure to follow product instructions.
Products that have been modified, altered, repaired, or damaged by the customer or any third party.
Custom-made, personalized, or made-to-order products.
Filament spools or consumables that have been opened, unsealed, removed from their original packaging, or used, unless clear evidence demonstrates that the product was received damaged or defective.

5. Return Packaging Requirements

Returned products must be sent back in their original packaging and in resalable condition.

Products must be free from visible damage, excessive wear, modifications, or signs of use. GEM Print Lab reserves the right to refuse returns that do not meet these requirements.

6. Refund Processing Time

Approved refunds will be processed within one (1) to three (3) business days after the returned product has been received and inspected.

Refunds will be issued using the same payment method used for the original purchase whenever possible. Depending on the customer's financial institution, additional processing times may apply before funds appear in the customer's account.