At GemStop, customer satisfaction is our highest priority. If you're not completely satisfied with your purchase, we're here to help.

We accept returns for unused and unopened products within 30 days of purchase. Items must be returned in their original packaging and accompanied by proof of purchase.

Once your returned item has been received and inspected, we will notify you of the outcome. If approved, a refund will be processed to your original payment method.

Please note:

• Customers are responsible for return shipping costs unless the item is faulty, damaged, or supplied incorrectly.
• Products that have been opened, used, damaged, or are not in their original condition may not be eligible for a refund.
• Refunds do not include the original shipping charges, where applicable.

If your item arrives damaged or you receive the wrong product, please contact us as soon as possible so we can resolve the issue promptly.

At GemStop, we stand behind the quality of our products and are committed to providing excellent customer service.

If your order arrives with any visible damage or defects, please take clear photos of the product and its packaging and contact us as soon as possible. Our team will review the issue and work with you to resolve it as quickly as possible.

Warranty Coverage

• Electric Toys: Covered by a 3-month warranty against manufacturing defects from the date of purchase.
• Wall Clocks: The clock motor is covered by a 12-month warranty against manufacturing defects from the date of purchase.

Warranty Conditions

To make a warranty claim:

• Proof of purchase is required.
• The product must have been used under normal household conditions and according to its intended purpose.
• The warranty covers manufacturing defects only and does not cover damage caused by misuse, accidents, improper installation, normal wear and tear, water damage, or unauthorised modifications.

If your warranty claim is approved, GemStop will, at its discretion, repair, replace, or refund the product in accordance with Australian Consumer Law.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.

Delivery Times

We aim to process and dispatch all orders as quickly as possible.

Free Local Delivery

Orders eligible for Free Local Delivery are typically delivered within 3–6 business days after your order has been processed.

Shipping Quote Required

For orders requiring a Shipping Quote, we'll contact you after your order is placed with a personalised shipping quote. Once the shipping charge has been approved and paid, we'll dispatch your order as soon as possible. Delivery times will vary depending on your location and the freight service selected.

If you haven't received your order or any updates within 14 days of placing your order, please contact our team and we'll be happy to assist you.

Products are stocked up on a regular basis.

If a product you want is out of stock, please feel free to shoot us a message with the product you are looking for in the subject line. We will send you a notifications when they are back in stock!