Refund policy

Refund & Return Policy

Last updated: August 29, 2026

30-day return window

You may request a return within 30 days of the delivery date. To be eligible, the item must be unopened, unused, and in its original sealed packaging.

Why opened supplements cannot be returned

For consumer safety, and consistent with U.S. Food and Drug Administration (FDA) requirements for dietary supplements, we cannot accept the return of any product whose seal has been broken or whose packaging has been opened. Once a supplement leaves our control and is opened, we cannot verify its integrity, storage conditions, or safety, and it cannot be resold or restocked. This restriction does not apply to items that arrive damaged, defective, or incorrect — see below.

Items that cannot be returned

  • Opened or unsealed supplements, powders, bars, chocolates, and food products
  • Gift cards
  • Items marked as final sale at the time of purchase
  • Items returned more than 30 days after delivery

How to start a return

  1. Email info@thegemllc.com with your order number and the reason for the return.
  2. We will reply within 1 business day with return authorization and the return address. Returns sent without prior authorization cannot be processed.
  3. Ship the item back in its original packaging.

Who pays return shipping

For returns due to change of mind, the customer is responsible for return shipping costs, and the original shipping charge is non-refundable.

If the item arrived damaged, defective, or is not what you ordered, we pay for return shipping and refund you in full, including the original shipping charge. Please contact us within 7 days of delivery and include photographs of the item and the packaging.

Refunds

Once we receive and inspect your return, we will notify you of the outcome. If approved, your refund is issued to the original payment method within 5 to 10 business days. The time it takes for the funds to appear depends on your bank or card issuer.

Damaged or missing shipments

If your order arrives damaged or does not arrive at all, contact us at info@thegemllc.com within 7 days of the expected delivery date and we will make it right.

Cancellations

Orders can be cancelled at no cost while they are still being processed. Once an order has shipped, it must be handled as a return.

Contact

GEM LLC · 1209 Mountain Road PL NE, Ste R, Albuquerque, NM 87110 · info@thegemllc.com · (225) 230-8586