Refund policy
At GEMS autocraft, we are committed to ensuring your complete satisfaction. This policy outlines our return, refund, and warranty processes. Please follow these guidelines for a smooth resolution.
1. Returns Eligibility
All items and services may be eligible for a return or warranty claim, subject to the conditions outlined below. If you are uncertain about your itemâs eligibility, please contact us before returning it.
We proudly stand behind the quality of every product and service we offer. Hereâs how youâre protected:
-
Auto Parts: Manufacturer warranties are honored,
typically for a period of 1â5 years. All
GEMS autocraft branded parts include a
lifetime warranty.
-
Services: All repair, rebuild, and installation services
include a 1-year workmanship warranty.
- Installed by GEMS? We take it further â both the covered part and its installation are protected during the applicable warranty period, at no additional cost.
Drive with confidence â your investment is fully protected.
Auto Parts
- Returns: Items must be unused, uninstalled, and returned in their original packaging within 30 days of delivery.
- Warranty: Most auto parts include a 1-year manufacturer warranty unless a different warranty period is stated on the product page.
Services
- Warranty: All in-person services and installed components are covered by a 1-year workmanship warranty.
If an issue arises following work performed by GEMS autocraft, the customer must contact us before allowing another repair facility, technician, or third party to inspect, diagnose, dismantle, adjust, modify, repair, or replace the affected component.
The vehicle or affected component must be returned to GEMS autocraft and made available for inspection. We must be given a reasonable opportunity to verify the concern, determine its cause, and complete or authorize any corrective work before warranty coverage can be approved.
GEMS autocraft does not provide remote warranty approvals and will not reimburse third-party diagnostic, labor, repair, replacement, or related charges unless the work was approved by us in writing beforehand.
Unauthorized work, modifications, dismantling, or repairs performed by another party may void warranty coverage for the affected service, component, or concern because we cannot verify the condition of the vehicle or the quality of the subsequent work.
Inspections, diagnostics, or repairs determined not to be covered under warranty are billed at our standard labor rate of CAD $150 per hour, plus any applicable parts, materials, shop supplies, and taxes. The customer will be informed before non-warranty repair work is performed.
Other Items & Starlink
- Returns: Items must be unused and returned in their original packaging within 30 days of delivery.
- Warranty: Eligible products include a 1-year manufacturer warranty unless otherwise stated. Open-box items may be tested before shipping upon request.
Ineligible Returns Include:
- Used or installed items
- Electrical components
- Custom or special-order parts
- Fluids, lubricants, chemicals, and consumable products
- Gift cards and downloadable software
- Items that have been excessively handled, damaged, modified, disassembled, returned incomplete, or returned without their original packaging
2. Returns Process
To initiate a return or warranty claim, use the appropriate button below. Include the provided return form with your shipment.
Submit Return Request Submit Warranty Claim
Returns must be securely packaged and shipped to:
GEMS autocraft
7245 Rue de la Roche
Montréal, QC H2R 2T2
Canada
Important Notes:
- Do not return items directly to a manufacturer without prior confirmation from GEMS autocraft.
- Returns received without the required return form may be subject to a 15% restocking fee.
- Customers are responsible for return shipping and adequate shipping insurance unless otherwise approved in writing.
Import Shipments for Repair Services
Customers shipping parts to GEMS autocraft from outside Canada for repair, rebuilding, or diagnostic service are responsible for completing all customs documentation accurately. Please ensure parcels are declared as follows:
- Description: Used automotive part for repair and return â not for resale
- Purpose: Temporary import
- HS Code, if applicable: 9801.10.00
GEMS autocraft does not assume responsibility for duties, taxes, brokerage fees, storage charges, or other import-related costs applied at the border. Shipments arriving with unpaid fees may be refused unless prior arrangements have been made.
If GEMS autocraft is required to pay import-related fees on the customerâs behalf, the customer will be invoiced for the full amount plus a 20% handling surcharge.
If a shipment is returned to the sender because of unpaid import charges, incorrect documentation, or refusal by customs, a 30% service preparation fee may be deducted from the order to cover preparation, administration, and labor already committed to the service.
3. Refunds
Approved refunds are processed to the original payment method within 3â5 business days. Your financial institution may require additional processing time before the funds appear in your account.
4. Late or Missing Refunds
If an approved refund has not appeared, please first contact your bank or credit card provider. If the refund still cannot be located, contact GEMS autocraft for assistance.
5. Gifts
If an item was marked as a gift when purchased, an eligible return may be issued as store credit or a gift certificate. Otherwise, the refund will be issued to the original purchaser and original payment method.
6. Shipping & Handling Returns
We strongly recommend using insured and trackable shipping for all returns. GEMS autocraft is not responsible for returned items that are lost, damaged, or delayed while in transit.
Frequently Asked Questions (FAQ)
Can I return an item after 30 days?Returns must normally be initiated within 30 days of delivery. Warranty claims remain subject to the applicable warranty period.
What if I lost my return form?Contact us to request another copy before shipping the item. Returns received without the required form may be subject to a 15% restocking fee.
Do you refund sales tax?Yes. Applicable sales tax is refunded together with the approved product refund.
Who covers return shipping costs?Customers are responsible for return shipping and insurance costs unless otherwise approved in writing by GEMS autocraft.
Can another repair facility complete warranty repairs?Not without prior written authorization. GEMS autocraft must first be contacted and given the opportunity to inspect the vehicle or affected component. Unauthorized third-party work may void coverage for the affected concern.
Will GEMS autocraft reimburse another shopâs invoice?Third-party diagnostic, labor, repair, or replacement charges are not reimbursed unless the work was authorized by GEMS autocraft in writing before it was performed.
7. Contact Us
For further assistance, contact us at: info@gemsautocraft.com.