Refund policy
GEM RETURN & REFUND POLICY
Each GEM apparel item is made to order especially for you. Because of this, we generally do not accept returns or exchanges for change of mind, incorrect size, or incorrect color selected by the customer. Please review product descriptions and size information carefully before placing your order.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
If your item arrives damaged, defective, misprinted, or you receive the incorrect item, please contact Good Energy Match as soon as possible. Claims must be submitted within 30 days of receiving the product. Please include your order number and clear photos showing the issue so we can review your request.
If your claim is approved, we will arrange an appropriate resolution, which may include a replacement, reshipment, or refund, as applicable.
LOST ORDERS
If your package appears to have been lost in transit, please contact us within 30 days of the estimated delivery date so we can investigate the shipment and determine the appropriate resolution.
SIZE & COLOR SELECTION
Because GEM apparel is made to order, we generally cannot provide refunds or exchanges when the customer selected the wrong size or color. Please review the applicable size guide and product details before ordering.
ORDER CHANGES & CANCELLATIONS
We begin processing orders quickly. Changes or cancellations are not guaranteed after an order is placed. If you need to request a change or cancellation, contact us as soon as possible. Once an order has entered fulfillment, it generally cannot be changed or canceled.
INCORRECT SHIPPING ADDRESS
Customers are responsible for providing a complete and accurate shipping address. If an order must be reshipped because an incorrect or incomplete address was provided by the customer, the customer may be responsible for additional shipping charges.
CONTACT US
If you experience an issue with your GEM order, please contact Good Energy Match through the contact information provided on our website. Include your order number and relevant photos when applicable.
Nothing in this policy limits any rights you may have under applicable consumer protection laws.