Cancellations

How do I cancel my order?
Please contact our customer service at cs@gemfive.com.my to request for a cancellation.
A cancellation request can only be accepted once we have confirmed that the order has not been shipped yet.
We seek this verification from the merchant for your order as well as third party delivery partners and this confirmation process usually takes approximately 1 to 3 working days.

All cancellation requests are subject to GEMFIVE’s Cancellation Policybelow. Before you proceed with your cancellation, please read and understand the following terms and conditions carefully.
The terms and conditions of the Cancellation Policy apply to orders and are incorporated as part of the Terms of Use of the GEMFIVE Site.

GEMFIVE’s Cancellation Policy?
  • You may cancel your order either in whole or in part, subject always to the terms and conditions below.
  • We cannot guarantee that an order cancellation request will be accepted. A cancellation request can only be accepted when we receive confirmation that the item you sought to cancel in your request has not been shipped.
  • In the event that you cancel part of your order or where the order is cancelled partially for whatsoever reason, the value of the remaining order must meet the same conditions for any campaign offer or Promotion Code or GEMcash Voucher(“code”) that was redeemed or applied to your whole order. If the remaining order value fails to meet those code conditions, we reserve the rights to cancel the entire order or deduct wholly the code amount that was applied to the entire order from any refund or store credit amount.
  • We reserve the rights to charge an Order Cancellation Fee of not less than RM 10 or 2% of the order value, whichever is higher, for every cancellation request to meet order handling, payment processing and administrative charges incurred in processing your order as well as cancellation request. This fee will be deducted from your store credit amount.
  • Once your cancellation request is approved, we cannot reverse the process and nullify the cancellation.
  • We screen all orders for code abuse, suspicious purchasing activity, fraud or bad faith. Any element of abuse, suspicious purchasing activity, fraud, bad faith or violation of offer or code terms and conditions will lead to order cancellation. This term extends code abuse to include the multiple use of a code by any customer across multiple transactions or the use of many or varied accounts or multiple orders associated with a single or group of customers.
  • Where the use of a code is voided and an order cancelled for reasons of abuse, suspicious purchasing activity, fraud, bad faith or violation of code terms and conditions, a payment processing and handling fee of not less than RM 10 or 2% of the order value, whichever is higher, will be charged and this fee will be deducted from your store credit amount.
  • If a merchant is unable to proceed with and fulfill any part of the order (e.g. for stock availability reasons), that part of the order will be cancelled accordingly and you will be notified of the cancellation.
  • We do not guarantee or warrant that the price, offer, availability or any other aspect of a cancelled order, either in whole or in part, will remain the same for any subsequent purchase or order.
  • We will not be liable or responsible for any damages, claims, liabilities, errors, inaccuracies, costs, harms, inconveniences, business disruptions, delays or expenditures of any kind that may arise as a result of or in connection with any order cancellation request or any order cancellation itself, either in whole or in part.
  • We do not replace any cancelled order either in whole or in part, code, discount, credit or otherwise compensate customers where they are unable to cancel any order for any reason.

What happens after I have cancelled my order?
If your cancellation request is accepted, please allow 48 hours for the store credit refund process to be processed and carried out. We will notify you via email once the store credit refund process is done.

You will then receive a store credit in your GEMFIVE account within the following 5 days.

Is there a cancellation fee?
Yes. Please refer to GEMFIVE’s Cancellation Policy above for the fee rate.

Can I cancel my order by contacting directly to the merchant?
No, any communication or transaction must be done through GEMFIVE.

Can I modify my order?
We do not allow any modification to an order once it is made. If you wish to do so, please cancel the order and make a new purchase instead.

Can I request for partial cancellation?
Yes you can. Please make sure that you properly indicate which item you would like to cancel in your cancellation request.

Why is my order cancelled?
There are a few reasons why an order is cancelled, such as:
  • The item is not / no longer available
  • Payment failed or not received
  • Payment information could not be verified
  • The order cannot be shipped to the address provided or where the shipping address could not be verified
  • A duplicate order was detected
  • Violation of GEMFIVE's Terms and Conditions
  • Cancellation initiated by a Customer
Once your order is cancelled, you will receive a cancellation notification via email. Your cancelled order is subject to a payment processing and handling fee under our cancellation policy. For more information, go to http://www.gemfive.com/my/cancellation-returns/.



Returns

All returns are subject to GEMFIVE’s Return Policy below. Before you proceed with your return, please read and understand the following terms and conditions carefully.
The terms and conditions of the Return Policy apply to orders and are incorporated as part of the Terms of Use of the GEMFIVE Site.

GEMFIVE’s Return Policy
  • You can only return an item that was ordered through the GEMFIVE Site. We screen all return requests for fraud, abuse and suspicious activity. Any element of suspicious activity, fraud, bad faith or abuse will lead to immediate rejection of the return request.
  • You can only return an item if it meets the following criteria (return criteria):
    (1) Free gifts, original accessories, original packaging, warranty card and manuals must be returned along with the item
    (2) Product seal should not be broken EXCEPT for item type that cannot be differentiated visually based on information provided on the box / packaging only
    * We do not accept returns of items such as undergarment, socks and swimwear

  • The return grace period is 7 calendar days, which begins on the date you receive the item. This period is subject to restrictions and exclusions.
    7 calendar days is measured from the date you receive the item to the post stamp date of your return parcel.
  • Brand, category, product or item exclusions may apply where the ordered items cannot be returned at all.
    Sale restrictions or offer item exclusions may apply where the ordered items cannot be returned at all.
  • Return conditions and any restriction or exclusion are displayed on the product detail page (refer to the picture below for illustrative purposes). Please always check the item return conditions including any restriction or exclusion before you return any item to us.
  • We do not accept returns of undergarments, socks and swimwear for hygiene reasons.
  • Proof of purchase (order number and tax invoice at the minimum) must be provided to GEMFIVE.
  • We reserve the right to refuse any returned item if it does not follow the prescribed return criteria or the return process or procedures.
  • The customer bears the return shipment risk and responsibility until the returned item safely arrives at the designated GEMFIVE return address and duly acknowledged and received.
  • We will only reimburse any return shipping fee if we accept the return. The reimbursement will only be in Store Credit form.
  • We cannot be held liable or be responsible for any damages, claims, liabilities, errors, inaccuracies, costs, harms, inconveniences, business disruptions, delays or expenditures of any kind that may arise as a result of or in connection with any return request or the return itself, either in whole or in part.
  • Any code, discount or promotion used for any returned and refunded order, wholly or in part, will not be valid or re-validated for any subsequent order.

When you cannot return a product:
    You may return a product and get a refund or exchange if the product does not comply with the relevant consumer guarantees - for example, if the product is damaged or defective when received. However, we cannot facilitate a return of the product with the supplying merchant under the circumstances below:
  • You have exceeded the 7-day return grace period after delivery.
  • You changed your mind and no longer want the product.
  • You ordered the wrong product.
  • You found a cheaper price elsewhere.
  • You have been made aware of particular or potential fault(s) or condition(s) before buying the product (e.g. the fault was written on the product's tag, or indicated in the product contents or information page, or the product has been indicated to be a refurbished item).
  • The product is damaged or made defective by your own actions.
  • The product condition results from your use or usual wear and tear.
  • We do not accept returns of used fashion or apparel items.
  • We do not accept returns of undergarments, socks and swimwear.
  • Some sale items are not returnable or exchangeable.


    How do I make a return?
    It is simpler than what you thought!

    • Download the return form here.
    • Check the return criteria. You can only return an item if it meets the criteria.
    • Print out the form, and fill all the necessary details.
    • Email the form to us at returns@gemfive.com.my. You can also use a smartphone to snap a photograph of the completed form and email that photograph to us (in JPG, GIF or PNG format). We will give you a RMA No for your reference and the shipping address once the return request is accepted by us.
    • Follow the instructions in the form to secure the item properly in a box or package.
    • Attach the completed form with the RMA number securely in a box or package. We will not be able to identify your return if there is no accompanying form in the return shipment.
    • All shipments must be done only with PosLaju or Mailboxes (MBE). For PosLaju, you can opt for either Prepaid Box or Next Day Delivery service only. For returns via MBE, please see “Making a return via Mailboxes (MBE)” section below.
    • Attach the consignment note* securely on the box/package.
    • Email the courier name and consignment note to us at returns@gemfive.com.my so we can look out for your shipment.
      *Please make sure that you attach the consignment note on the box so that we can initiate the shipping fee reimbursement if we accept your return(s). We will only reimburse the return shipping fee for the item only. If the return is shipped with express courier service or if you have purchased insurance for the package, we will not reimburse of the additional cost.

    Making a return via Mailboxes (MBE)

    To make a return via MBE, please follow the instructions listed below:
    1) Log on to Mailboxes (MBE) website: www.mbe.com.my/locator.html to find a list of MBE outlets.
    2) If any of the MBE outlets are convenient for you, you can opt to use MBE to make your returns.
    3) Pack the return item into its original packaging or box.
    4) Head to the MBE outlet to return your item. The MBE staff will advise you on the most economical rates available to ship your return.
    5)Take a picture of the receipt as well as the consignment note and email it to us at returns@gemfive.com.my so that we can monitor your return.
    A summary of our return methods are shown below.




    Can I return an item after the return period has expired?

    In general, you cannot return any item after 7 calendar days from the date you received the item (this could vary from item to item and we urge you to always first check your item’s specific return policy).

    If the item is covered by a warranty, we advise you to contact the relevant warranty centre or service provider for direct assistance.

    How do I know whether GEMFIVE has received the returned item(s)?
    Please refer to your return courier tracking system for the latest information on your package.

    How long is the return evaluation process?
    The return evaluation process may take up to 7 working days. We will notify you of the outcome via email and if we accept the return.
    Once we have evaluated and if we accept the return, we will start the store credit refund process.

    Can I ask for replacement for my return?
    All returns will be compensated via store credit only. We do not provide replacement.

    Can I request for a refund if my return is accepted?
    Yes, we will refund only via store credit within 3 working days upon accepting your returns. The store credit will be reflected in your GEMFIVE account in points, every RM 1 is equivalent to 200 store credit points.


    Refund


    How refunds are issued
    The default refund method is via GEMFIVE Store Credit. You may request for the refund to be issued via the original method of payment by contacting our Customer Service Team and that is subject to a payment processing and handling fee of not less than RM10 or 2% of the order value, whichever is higher. It will usually take up to 3 working days to fully process and issue your refund for any return or order cancellation. We will notify you via email once the refund process is completed.

    If you choose to be refunded via your original method of payment, it may take additional working days as stated below for the funds to be processed into your bank account or card.

    Original Payment MethodRefund MethodRefund Time (Once Refund is Processed)
    Credit / Debit CardStore Credit3 working days
    Online BankingStore Credit3 working days
    Cash DepositStore Credit3 working days
    Store CreditStore Credit3 working days
    Credit / Debit CardCredit / Debit CardUp to 14 working days
    Online BankingInterbank Bank GIROUp to 6 working days
    Cash DepositInterbank Bank GIROUp to 6 working days

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