Refund policy

REFUND POLICY

ORDER CANCELLATION

Once an order has been placed, GEMCY cannot cancel it, as all orders are processed immediately.
Please double-check all order details before completing payment.
For any assistance, please contact our support team at support@gemcy.shop.

For subscription renewals and repeat orders, cancellations must be made before your payment method is charged, as our system begins preparing orders right away to ensure fast delivery.
Once payment is processed, the order is considered in progress at our warehouse and is not eligible for a refund.

RETURNS

We offer a 30-day return policy, which means you have 30 days from the delivery date (based on tracking information) to request a return.

To be eligible for a return:

  • Your item must be unused and in its original condition.

  • All tags, accessories, and packaging must be intact.

  • A receipt or proof of purchase is required.

To start a return, please email us at support@gemcy.shop, and we’ll provide the return address and full instructions.
Please note that GEMCY is not responsible for the return shipping fees.

If your return request is approved, we will provide return instructions.
Items sent back to us without prior approval will not be accepted.

For damaged or defective items, please provide photo or video evidence of the issue.
Without visual proof, the resolution will be determined at GEMCY’s discretion on a case-by-case basis.

REFUNDS

Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, your refund will be processed back to your original payment method within 10 business days.
Please note that it may take additional time for your bank or credit card company to post the refund.

For returns handled under our standard return policy, a restocking fee may apply (see “Restocking Fee” below).

RETURN SHIPPING COSTS

Customers are responsible for paying the return shipping costs, including those related to our 30-Day Money Back Guarantee program.
Original shipping costs are non-refundable.

Please note that GEMCY is not responsible for returned packages until they have been delivered and confirmed received by our team.

RESTOCKING FEE

All returned orders under the standard return policy are subject to a 15% restocking fee, meaning the refund amount will be 85% of the subtotal value of the order.

Returns approved under our 30-Day Money Back Guarantee are not subject to an additional restocking fee, but original shipping and Shipping Protection fees (if any) remain non-refundable.

INCORRECT ADDRESS POLICY

  • Customers are responsible for providing accurate and complete shipping addresses at the time of purchase.

  • GEMCY is not responsible for orders lost, misplaced, or returned due to incorrect or incomplete addresses provided by the customer.

  • If a package is returned to us for this reason, a 15% restocking fee will apply, and the original shipping cost will not be refunded.

RISK OF LOSS

All purchases made on GEMCY are subject to a shipment contract.
Once a delivery has been successfully completed and marked as “Delivered” by the carrier, the risk of loss transfers to the customer.
GEMCY is not responsible for lost or stolen packages after the carrier confirms delivery.

GENERAL INFORMATION

About Warmth & Tingling Sensation:
A mild warming or tingling sensation when using our patches is NORMAL—this indicates the herbs are activating and absorbing through your skin. This sensation typically subsides after 15-20 minutes of first use.

About Skin Sensitivity:
If you experience a severe skin reaction (widespread redness, swelling, or intense itching), please discontinue use immediately and contact us at support@gemcy.shop with photos. We will review each case individually.

We cannot offer refunds for mild, temporary skin warmth or tingling, as this is an expected part of how the product works. Please review the ingredient list carefully before purchasing, especially if you have known allergies to herbal ingredients.

All reshipments or replacement orders are not eligible for return or exchange — no exceptions.

SUBSCRIPTIONS

All subscription orders follow GEMCY’s general Terms of Use, as well as our Return and Shipping Policies.
To cancel a subscription, you must do so before the renewal date by emailing support@gemcy.shop with your order number and a cancellation request.

Cancellations must be completed before your payment method is charged.
If you request a cancellation after the renewal date, the shipment will still be sent, but we can cancel any future recurring orders.

FREE GIFTS

We often run promotions offering free gifts as a gesture of appreciation for our customers.
However, each order is eligible for only one complimentary item.
If multiple gifts are added to the cart due to a system error, only one free item will be honored per order, in accordance with our policy.

SHIPPING PROTECTION

Once an order has been processed, the Shipping Protection fee is non-refundable.
This protection applies only to packages lost or damaged during transit.
After an order has been marked as “Delivered,” GEMCY is no longer liable for lost or stolen packages.
Responsibility transfers to the customer upon confirmed delivery.

30-DAY MONEY BACK GUARANTEE

We want you to move freely and live without pain with GEMCY.
That's why we offer a 30-Day Money Back Guarantee on our Japanese Herbal Relief Patches.

If you’re not completely satisfied, you may request a refund within 30 days of delivery under our dual-layer guarantee:

  • We'll refund one opened pack per customer/order.

  • We'll refund any additional unopened packs that are returned in their original condition and packaging.

Customers are responsible for the return shipping cost.
Original shipping charges and Shipping Protection fees (if any) are non-refundable.

To help us improve, our customer support team may request photos and a brief description of your pain relief experience before approving the refund.
We reserve the right to deny eligibility if customer behavior appears abusive or fraudulent (e.g., repeated refund requests, returning empty or heavily used packs, or excessive use without following directions).

This program applies only to first-time purchases of the patches made directly on gemcy.shop.
Subscription orders and wholesale orders are not eligible for this program and instead follow our standard return policy.

POLICY AMENDMENTS

GEMCY reserves the right to update or amend this policy at any time without prior notice.
Any changes will take effect immediately upon being published on our website.

ACKNOWLEDGMENT OF POLICY

By placing an order with GEMCY, you acknowledge that you have read, understood, and agreed to the terms outlined in this Return, Refund & Cancellation Policy.

If you have any further questions, please contact our support team at support@gemcy.shop.