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Returns and Refunds

90 Day Manufacturer’s Limited Warranty

At GEMSTX LLC, we stand behind our products and warrants the GEMSTX against defects in materials and workmanship under normal use for a period of 90 days from the date of retail purchase from an authorized GEMSTX retailer. This warranty is applicable to the original purchaser and is nontransferable. If a covered defect arises and a claim is received within the Warranty Period, at its option and to the extent permitted by law, GEMSTX will either repair or replace the product with a functionally equivalent unit.

Start the process with our Warranty & Return form using your Order ID. You can also call us during business hours for any questions regarding your GEMSTX or to coordinate a return. You will need to send us the defective unit, and we will cover the cost of shipping the replacement back to you. All returned items must be received by us before a replacement will be issued. Please allow 1-3 business days for processing after we received your return.

EXCLUSIONS AND LIMITATIONS

The Limited Warranty applies only to products manufactured by GEMSTX LLC, identifiable by the GEMSTX name or logo affixed to it, purchased through an authorized retailer.

This warranty does not apply to (a) damage caused by accidents, water, abuse, or any other external causes; (b) damage caused by operating outside the permitted or intended use as described in the GEMSTX manual; (c) cosmetic damages, including but not limited to scratches, dents, and broken pieces; (d) any products or part which had been modified or altered.

RETURNS

Gemstx LLC no longer processes direct product sales through its website. All purchases, payment processing, fulfillment, and return logistics are handled by our authorized reseller, Kind Supply Direct. Gemstx LLC remains focused on hardware engineering and manufacturer support.

If you wish to return a product, you must initiate the request directly with Kind Supply Direct.

Return Notification Window

Customers must provide notice of intent to return within 15 calendar days of the delivery date. After submitting notice, returned items must be shipped and postmarked within 30 calendar days of the original delivery date.

Requests submitted outside of these timeframes may not be eligible for return processing.

Eligible Return Conditions

Returns are accepted only for items that meet the following conditions:

  • Product is new, unused, and unopened

  • Original packaging and seals are intact

  • All included accessories and documentation are present

Opened or used hardware is considered a completed sale and is not eligible for return. Customers are encouraged to review technical specifications and usage materials prior to purchase to confirm suitability.

Defective or Malfunctioning Hardware

If a device experiences mechanical or functional failure after use, the matter falls under the 90-Day Manufacturer Warranty rather than the return policy. Warranty service or replacement requests should be initiated by contacting support at 707-500-5000.

Return Authorization Requirement

A Return Material Authorization (RMA) issued by Kind Supply Direct is required before shipping any product. Returns sent without an approved RMA may be rejected or returned to the sender.

To obtain an RMA or initiate a return request, contact Kind Supply Direct at https://kindsupplydirect.com through their official support channels or submit the Warranty & Return form during normal business hours.

Policy Scope

This return policy applies only to products purchased through Kind Supply Direct as the authorized reseller. Gemstx LLC does not accept physical returns or process refunds for reseller transactions.

REFUNDS (IF APPLICABLE)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, your refund will be processed and a credit will be applied to your credit card or original method of payment. Shipping costs are non-refundable and the cost of original shipping will be deducted from your refund. Depending on your card issuer, it may take up to 2 billing cycles for the refund to reflect on your statement.

SHIPPING

To return your product for warranty, please mail it to:

GEMSTX
465 Stony Point #243
Santa Rosa, CA 95401
707.500.5000

You will be responsible for return shipping costs. We cannot guarantee that we will receive your returned item, so we highly recommend using a shipping service with tracking number or purchase shipping insurance. We will not be responsible for products lost or damaged during shipping when returning the items to us.