Return and refund policy

• The product must have been purchased directly from https://shop.gemilai.com/.

• To be eligible for a return, your item must be in the same condition that you received it: unused, with tags, and in its original packaging.

• You must provide a receipt or proof of purchase.

• Return requests must be approved in advance.

If your return is accepted, we will provide:

• A return shipping label.

• Return instructions, including the return address and packaging requirements.
  Items sent back to us without prior approval will not be accepted.
  

• If the above conditions are not met, we reserve the right to issue a partial refund or reject the return or exchange request.

 

Warning Ties

• Returns must be sent back with the original product packaging (including outer and inner boxes, foam, and inserts).
• If original packaging is missing or damaged beyond reuse, a packaging fee will be deducted from the refund.
• The amount deducted will depend on the extent of the packaging loss or replacement cost.

If the above conditions are not met, we reserve the right to issue a partial refund or reject the return or exchange request.

• Quality Returns: If the return is due to product quality issues, such as damaged or incorrect items, we will cover the return shipping costs.

• Non-Quality Returns: If the return is due to customer preference, the customer is responsible for return shipping costs.

• The above terms and conditions apply only to espresso machines and grinders.

• All accessories, once sold, are non-returnable under the 30-day unconditional return policy.

• Clearance sale items and gift cards are also non-returnable.

Please follow these simple steps to start your return:

1. Email our customer service at gemilai@afterservice.vip to request a return or exchange. Please provide your order number and a description of the issue.

2. After receiving your request, we will review and respond via email as soon as possible.

3. Once approved, we will send you a return label. Please use the label as instructed and send the product back to our designated address.

4. We will notify you once we’ve received and inspected your return, and inform you whether the refund was approved.
   If approved, you’ll be automatically refunded to your original payment method within 10 business days.

Please note that it may take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at gemilai@afterservice.vip.

We do not accept return or exchange requests after 30 days.
However, if your machine develops defects or malfunctions after this period, you may contact us for warranty support.

Thank you for choosing Gemilai.
For any further concerns or additional support, please feel free to reach out to our customer service team at gemilai@afterservice.vip.
We will do our best to resolve your issue promptly.