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Terms & Conditions
We clarify below our terms & conditions of trade, updated July 2024, for your information in which the terms ‘we’, ‘us’ refer to Gema Records Limited. These do not affect your statutory rights. Items are subject to availability and may become unavailable at any time, without notice. Any price advertised includes 20% VAT and is subject to change at any time, without notice. Images are for illustrative purposes only.
Confidentiality & Privacy
Our privacy policy can be read on our website, however, if you cannot access our website, please send us a stamped addressed envelope and we will send you a copy.
Contact
In line with our privacy policy, any customer account specific query must be sent to us via email from the account's registered email address.
Ownership
All goods remain the property of Gema Records until payment has been received in full. We operate a Civil Recovery Program to recover our costs and losses for any theft or fraud.
Ordering Process
We require the “Item Number”, “Item Name”, “Format” and “Price” in order to supply items on an order. All of this information is printed in our catalogues and can be found on our website. Important: page numbers are not required as items appear on different pages in different catalogues.
Imports
Any item marked with “IMP” is an imported item and if we are out of stock, it may take up to 4 weeks to obtain additional stock of this item. Usually, imports arrive into stock within 2-3 working days.
Returns & Return Authorisations
Returns are easy! How do I return an item? All returns must be approved by us before any items are returned. To submit a return, please navigate to the relevant order in the "My Account" section of our website and click "Return items". Once approved, your Return Authorisation will become available for download (My account > Returns). If your order was placed via mail order and you do not have an online account, please contact us by telephone or in writing to obtain a Return Authorisation. Please provide the name (s) of the item (s) you wish to return, the reason (s) for doing so, the item’s warranty expiry date (if applicable) and the order number (s) it was supplied on. Upon receipt of your Return Authorisation, please ensure that all items are packed and returned safely and securely using the original packaging material where possible to avoid damage during transit.
Unwanted/No Longer Required Items: Our 40 days return guarantee means that you can return an item to us, at your own cost, for a full refund within 40 days of the date you received the item in your possession. We will issue a full refund upon receipt of the item (s). Exceptions: Perishable goods, including any of those in our ‘Nutrition’ range, cannot be returned as “Unwanted/No Longer Required” and Underwear cannot be returned if the hygiene seal is not intact. Items must remain in exactly the same condition they were supplied i.e. unused/unopened/undamaged and all product packaging/shrink wrap must remain with original seals intact. Exceptions: Clothing items can be opened from their original packaging, tried on and returned if desired, however, Clothing items must remain in the same, new, condition they were supplied in with any tags intact. We reserve the right to refuse returns that do not meet this criteria and we will seek the relevant return shipping costs in order to return them to you.
Items Sent In Error: In the unlikely event that you receive an item in error, your Return Authorisation will include a pre-paid tracked returns label, enabling you to return the item (s) at no extra cost to you
Faulty Items:
Return Authorisations for faulty items include a pre-paid tracked returns label, enabling you to return the item (s) at no extra cost to you. Items can be returned as faulty if any of the following conditions apply;
- If your item becomes faulty within the first 30 days from the date you take ownership of your product, you are eligible for a full refund.
- If your item develops a fault after the first 30 days and within 6 months of purchase, in the first instance, we will either repair or replace your item.
- If your repaired or replacement item develops a fault within 6 months of taking ownership of it, you will be eligible for a full refund.
- If your item develops a fault after 6 months then it is your responsibility to prove that the item was faulty at the time you took ownership of it. This may require some form of expert report, opinion or evidence of similar problems across the product range. It may be easier to make a claim directly with the manufacturer via their guarantee, if applicable. Many manufacturers offer 2 or even 3 year guarantees, please refer to your item’s manual for details.
In any case, please provide as much detail about the fault (s) as possible as it will assist our returns team in processing your return as quickly as possible. Please note: All items are rigorously tested upon return and if (i) they are deemed not faulty as claimed, (ii) they are received after the relevant warranty period (s) (iii) there is evidence of non-accidental damage or damage that has obviously occurred during transit due to insufficient packaging, (iv) games, returned as faulty, have circular ’ringed’ scratches on the data side of the disc, then the return is deemed unacceptable. Naturally, the condition of "used" items varies and therefore manuals, artwork, promotional content, download codes and other online content may be missing and is not considered a fault. We reserve the right to refuse unacceptable returns and we will seek the relevant return shipping costs in order to return them to you.
Delivery
Discrepancies
- Damage/missing item(s): Please include your order number in an email to gema@gemarecords.com if after checking a delivery, you believe an item(s) is missing despite being invoiced for it or is damaged. All claims must be reported to us within 14 days of the date the courier's website shows the order was delivered. We are unable to action any claims made after this time. If damaged, please do not destroy the order's packaging as this is likely to be required in order to claim for loss with the courier company.
- Item received wasn't ordered: Please navigate to the relevant order in the "My Account" section of our website and click "Return items" to request a Return Authorisation and select "Received wrong item/sent in error" as the reason for return. Select the item you ordered but haven't received as the item to return and enter details of the item you've received in error in the "details" box. All claims must be reported to us within 14 days of the date the courier's website shows the order was delivered. We are unable to action any claims made after this time. Once we have approved your return request, your Return Authorisation that includes a pre-paid postage label will be available for download in the Returns section of your account (My account > Returns) which will enable you to return the item(s) to us at no cost.
- Non-received orders: In the first instance, please navigate to the relevant order in the "My Account" section of our website (My account > Details) to track your order on the courier's website. If your order has not arrived, please email us quoting your order number and we will investigate for you. All claims must be reported to us within 14 days of the date your order was shipped. We are unable to action any claims made after this time. Please note: Royal Mail state that we have to allow 10 working days to elapse from the day of expected delivery before we are able to claim a parcel is lost. Please contact us if you do not receive your item (s) after this time so we can help to retrieve your goods. In the very rare event that your order (s) are lost in transit, we will despatch replacements to you, alternatively, you can request a refund.
Refusals: On very rare occasions, if your order is returned to us as delivery was refused at the address specified on the original order, your order will be refunded in full.
Signature/Delivery Disputes: If after having tracked your order and obtained proof of delivery you wish to dispute the fact your order has been delivered, then in order to raise a signature dispute investigation with the courier, we must be notified within 10 days of the date that the courier's website shows the order was delivered. We are unable to action any signature/delivery disputes made after this time and therefore strongly recommend that you seek out your parcel(s) upon receipt of a delivery notification email.
Shipping method: The method of shipping is dependant on order weight and cannot be pre-selected. Depending on weight, orders are despatched using either Royal Mail 48 (2-3 working days) or Parcelforce (next working day). Proof of delivery is captured by all couriers in the form of either photographic evidence and driver GPS location and/or signature..
This page was updated 18/07/24, 12:00