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 Return Policy

We offer a 30-day return policy, which means you may request a return within 30 days after receiving your item. This policy applies to eligible non-quality-related returns only. Products must be new and unused to qualify for return and refund.

For items that arrive damaged or defective (DOA), or incorrect items shipped due to our fulfillment error, please contact our support team within 30 days of delivery. Once confirmed, we will provide a replacement and cover the related shipping costs.

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

4. Return Eligibility Requirements

To be eligible for a non-quality-related return, the following conditions must be met:

• The product must be purchased directly from https://www.gemilai.com/.
• The return request must be submitted within 30 days after receiving the product.
• The product must be new, unused, and in the same condition as received. Products that have been used, operated, or show signs of use are not eligible for return or refund due to non-quality-related reasons.
  
• All original accessories, manuals, tags, and packaging materials must be included.
• A receipt or proof of purchase must be provided.
• A clear photo of the machine label must be provided.
• All 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 only be issued after we receive and inspect the returned product.
To qualify for a refund:

• The product must meet related return eligibility requirements.
  
• All original accessories and packaging must be included.
• The returned item must pass our inspection.

We reserve the right to decline refunds or apply deductions for products that do not meet these requirements.

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 and a 5% cancellation fee.

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.