MYGEMLY
Policy

Refund Policy

Return and Refund Policy

Last Updated: 2026/6/22
Every piece we make is crafted just for you, by hand. Because of this, our return and refund policy is simple and fair, designed to protect both of us. Please read through it, and reach out anytime if you have questions.

Our Promise to You

We stand behind our craftsmanship. If your custom-made item arrives with a defect, is damaged during transit, or doesn’t match the design you approved, we’re here to make it right — at no cost to you.

Custom-Made Items & No "Change of Mind" Returns

All our items are custom-made to your order and confirmed by you before shipping. This means, once produced, the piece is uniquely yours and cannot be resold. Therefore, we are unable to accept returns or offer refunds if you’ve simply changed your mind, selected the wrong size, or no longer want the item after it arrives. This applies globally, including to orders shipped to the European Union — under EU law (Directive 2011/83/EU, Article 16(c)), goods made to your specifications or clearly personalised are exempt from the 14-day cooling-off withdrawal right.

When We Will Help: Defects, Damage & Errors

You are fully covered if:
  • The item has a manufacturing defect.
  • The item arrives damaged.
  • The item is significantly different from the design preview you gave final approval on.
If any of the above happens, we won’t let you carry the burden. Here’s what to do:
  1. Contact Us Promptly
Please email us at support@mygemly.com within 14 calendar days of receiving your order. Include your order number, a short description of the issue, and clear photos showing:
  • The outer packaging (if relevant to the damage)
  • The inner packaging
  • The full item
  • A close-up of the defect or damage
  1. We'll Evaluate & Take Over
Once we receive your email, we’ll review the evidence and get back to you within 24 hours (working days). If the issue is confirmed, we won’t ask you to ship the item back at your own cost or leave you waiting. Instead, we will, at your choice:
  • Remake your item and ship it to you at no extra charge, or
  • Issue a full refund to your original payment method.
In most cases where a return is necessary, we will provide a prepaid return shipping label and clear instructions. Please note: we cannot accept returns sent back without our prior authorisation.

Refund Timeline

Once we’ve confirmed the refund, it will be processed within 10 working days. You’ll receive a notification email from us. Please remember that your bank or credit card provider may need extra time to post the refund to your account. If you haven’t seen the refund 15 working days after our approval, please contact us and we’ll look into it right away.

Questions?

We’re real people behind the brand, and we truly care. If anything isn’t clear, or if you’re unsure whether your situation qualifies, just reach out:
Thank you for letting us create something uniquely yours. We hope every piece brings you joy, and we’ll always be here if something doesn’t go as expected.