Refund policy

Gemtina Return & Refund Policy

Last updated: June 14, 2026

30-Day Return Policy

You may request a return within 30 days after receiving your order. The product must be unopened, unused, unworn, and returned with its original packaging, accessories, tags, and hygiene seals intact.

Intimate Product Hygiene

For health and hygiene reasons, intimate products cannot be returned after their packaging, plastic bag, or hygiene seal has been opened. Opened products are eligible for review only if they arrived damaged, defective, or incorrect.

How to Request a Return

Email support@gemtina.com before returning the product.
Provide your order number, reason for return, and supporting photos or videos where applicable.
Wait for return authorization and the correct return address.
Send the approved return using a trackable shipping service.

Items returned without prior authorization may not be accepted. Do not return products to the address printed on the parcel unless instructed.

Return Shipping

Customers are responsible for return shipping costs on change-of-mind returns. Original shipping charges are non-refundable. If an order received free shipping, a standard shipping charge of $9.99 may be deducted from the refund.

If a product is damaged, defective, or incorrect due to our error, Gemtina will cover reasonable approved return or replacement costs.

Damaged, Defective, or Incorrect Products

Please inspect your order promptly after delivery. Contact us as soon as possible if the product is defective, damaged, or incorrect. Include your order number and clear photos or videos so we can evaluate the issue.

Refund Processing

After receiving and inspecting an approved return, we will notify you whether the refund has been approved. Approved refunds are sent to the original payment method, normally within 10 business days. Your bank or payment provider may require additional processing time.

If more than 15 business days have passed since approval, contact support@gemtina.com.

One-Year Limited Warranty

Eligible products include a one-year limited warranty covering manufacturing defects and electrical or mechanical faults not caused by misuse or improper care. Approved claims may receive a replacement or store credit of equal value.

The warranty does not cover normal wear, misuse, improper cleaning, accidental damage, loss, theft, consumables, lubricants, batteries, lingerie, games, sex dolls, gift-card purchases, or unauthorized modifications.

Order Changes and Cancellations

Contact us immediately if you need to change or cancel an order. Cancellation cannot be guaranteed after an order has entered processing or has been transferred to the carrier.