Items purchased from Gem Active can be returned within 14 days of delivery, subject to the following conditions:

• Full-price items: Eligible for a full refund, store credit, or exchange.
• Sale items and $49.95 promo sets: Eligible for exchange or store credit only.

If a requested exchange is out of stock:

• Full-price items will be automatically refunded.
• Sale items or $49.95 promo sets will be issued store credit.

 

Return Criteria

To process your return:

1. Include a completed return form (download here) with your order information.
2. Ensure the garment is in its original condition:

• Unworn and unwashed
• All swing tags attached
• Free from damage or alterations (e.g., no stains from fake tan, makeup, or odors from cosmetics, perfume, deodorant, or washing products)

3. Return within the specified timeframe:

•  Australian customers: 14 days from delivery
•  International customers: 28 days from delivery

Please note:
– Return shipping is at the customer’s expense.
– We recommend obtaining return tracking information.
– We are not responsible for items lost or damaged in transit.
– Refunds exclude original shipping costs.

 

Faulty Items

We offer a refund, store credit, or exchange (subject to availability) on any item that:

• Has a genuine manufacturing fault, and/or
• Does not correspond with the provided description

If you receive a faulty or incorrect item, please email us immediately at customerservice@gemactive.com.au with details and photos of the issue. We will work to resolve this for you as quickly as possible.