Please select your items and enter your order information carefully. 

A 5% cancellation fee applies to all unprocessed or unshipped orders, unless the delay is caused by Gemilai. This fee covers non-refundable credit card processing charges. 
For partial cancellations of multi-item orders, the fee will be calculated based on the price of the cancelled item(s). Orders that have already shipped cannot be cancelled and will be treated as returns under our standard return policy. 
For shipped orders requiring an address change, an additional USD $30 address modification fee will apply.

2. Lost Item Policy

To ensure the safety of your shipment, we recommend purchasing the Seel Worry-Free Insurance. 

Signature is required upon delivery in all city areas. For any claims where the carrier did not require a signature, customers must provide and submit a local police report to Gemilai and the carrier before a replacement or refund can be processed. All replacements and refunds are subject to the carrier's fees and procedures.

3. 30-Day Money-Back Guarantee
We offer a 30-day return policy, which means you may request a return within 30 days after receiving your item. If the product has exceeded this 30-day period, refund requests for non-quality related issues will not be accepted.

To start a return, please contact us at support@gemilaicoffee.com. 

4. Return Requirements
To be eligible for a return, the following conditions must be met:

• The product must have been purchased directly from https://www.gemilai.com/.
• The item must be in the same condition that you received it: without noticeable signs of use, with tags, and in its original packaging.
• You must provide a receipt or proof of purchase.
• Return requests must be approved in advance.

5. Packaging Requirements[Important] 

Original packaging is strongly recommended for returns, warranty shipments, and replacements. Machines or grinders shipped without the original packaging are more likely to be damaged during transportation. Please send the product back with all original packaging materials, including the outer box, inner box, foam, and inserts. If the original packaging is unavailable, the following risks must be taken into consideration in accordance with our policy.

• For return and refund cases, heavy damage during transit may result in a deduction of up to 20% of the order value.
• For return and replacement cases, heavy damage during transit may affect the replacement process. In such cases, we may not be able to provide a direct replacement and may instead offer a refund with a deduction of up to 20% of the order value.
• For repair cases, we are not responsible for shipping damage caused by inadequate packaging. Damage that occurs during transit is not covered under the repair service request, and we will not be responsible for repairing or compensating for such damage.

6. Refund Conditions
Refunds will be issued if returned items are in like-new condition, include all accessories, and are clean and properly packed with all original packaging intact. If returned items meet these conditions, you will receive a full refund minus all shipping costs. If the product is not returned as specified above, we reserve the right to charge a restocking fee.

7. Return Shipping Fees

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

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

8. Non-Returnable Items
The above terms and conditions apply only to espresso machines and grinders designed for home use. All accessories, once sold, are non-returnable under the 30-day return policy. Clearance sale items and gift cards are also non-returnable.

Please note: If a refund is requested after the order has been shipped, the SEEL Worry-Free Insurance fee is non-refundable.

9. Return Process
Please follow these steps to start your return:

• Email our customer service at support@gemilaicoffee.com to request a return or exchange
• Provide your order number and a description of the issue
• We will review and respond via email as soon as possible
• If approved, we will send you a return label and instructions
• We will notify you once we've received and inspected your return
• *ltems sent back to us without prior approval will not be accepted.

If approved, you'll be automatically refunded to your original payment method within 10 business days.

10. Beyond 30 Days of Receipt
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.

11. Contact Information
Thank you for choosing Gemilai. For any further concerns or additional support, please contact our customer service team at support@gemilaicoffee.com. We will do our best to resolve your issue promptly.