Refund policy

What we sell

Gemians sells design and development services, delivered digitally. We do not ship physical products, so there is nothing to return.

Before work begins

You can cancel for a full refund at any time before we start work on your order. Work is considered started when we have received your reference or design files and have begun building, or when we have requested collaborator access to your store, whichever happens first.

To cancel, email us at harry@gemcommerce.com with your order number.

After work begins

Once work has begun, orders are non-refundable. Instead, every build includes one revision round. If the delivered work does not match the reference or design you provided, tell us within 7 days of delivery and we will correct it at no extra cost.

If we are unable to deliver what you ordered, we will refund you in full.

What is not covered

• Changes to scope after the order is placed, including new sections, new pages, or a different design direction. These are quoted separately.
• Requests beyond the included revision round.
• Issues caused by changes made to your store or theme after handover.
• Results. We build to your reference or design. We do not guarantee any specific conversion rate, revenue, or traffic outcome.

How refunds are issued

Approved refunds are returned to the original payment method. Depending on your bank or card issuer, it can take up to 10 business days to appear.

Questions

Email harry@gemcommerce.com and we will reply within one business day.