Gema Records Terms and Conditions of Trade

We clarify below our terms & conditions of trade for your information. These do not affect your statutory rights. Items are subject to availability and may become unavailable at any time, without notice. Images are for illustrative purposes only.


All goods remain the property of Gema Records until payment has been received in full. Gema Records operate a Civil Recovery Program to recover our costs and losses for any theft or fraud. Gema Records operate an Address Verification Service (AVS), a standard security measure that verifies whether the cardholder’s billing address entered during checkout matches that of the address held by the card issuer. If the billing address does not match, payment will be declined and the card issuer will hold the attempted sale’s funds for ‘a period of time’ set by the card issuer. If this is of concern to you, e.g. it might prevent an important direct debit of yours from being paid, then please contact and discuss this with your card issuer before placing your order. The holding of any funds as a result of a declined payment is out of Gema Records’ control.

Lost Items

In the first instance, it is advisable to check with your local Sorting Office to see if they are holding the package for you having tried unsuccessfully to deliver it. For your nearest Sorting Office, please call Royal Mail on 08457 740740. Royal Mail do not accept claims for lost items until 15 working days have passed from the expected delivery date. If an item is lost, we will lodge a claim and despatch a replacement order as soon as possible. Alternatively, you can request a refund.


Any item marked with "IMP" in the catalogue is an imported item and if we are out of stock, it may take up to 4 weeks to obtain additional stock of this item. Usually, imports arrive into stock within 7 working days.


All used games console bundles come with our new & improved 6 month warranty. A label with the warranty’s expiry date is affixed to the games console and controller. If this label is removed or amended in any way, the warranty becomes void. Warranty only applies providing the equipment has not been damaged (this includes the blocking of any inputs/outputs with the use of foreign substances or any inscriptions using sharp instruments) or misused in any way and that it is returned with an approved Return Authorisation. Refunds can only be issued if all of the original components supplied are returned.


On very rare occasions, if your order is returned to us as delivery was refused at the address specified on the original order, the cost we incur having the item returned to us will be charged to you. If you wish to re-send your order we will require additional funds to do so.


All return requests must be approved before any items are returned. Please contact us by telephone, email or in writing to obtain a Return Authorisation. Please provide the name (s) of the item (s) you wish to return, the reason (s) for doing so and the invoice/order number (s) it was supplied on. Any items returned without a Return Authorisation will incur long delays, may not be processed and payment maybe required to return the goods back to you. Items must be packed properly to avoid damage during transit, please use original packaging supplied and bubble wrap where necessary. All items are thoroughly tested upon return and if found to be working correctly, will be returned to you at your expense. If items are found to have been clearly damaged or misused (this includes graffiti or the permanent blocking of ports on games consoles) they will be returned to you at your expense and in addition, will incur a £10.00 administration charge.

Unwanted Items

Our 30 day returns guarantee means that if for any reason you are unhappy with your purchase, you can return it to us for a full refund, at your own cost, using an approved Return Authorisation, within 30 days of the date you received the item. All items must remain unopened/unused (with any seals, shrink wrap or cable ties intact). Upon receipt of the item (s) we will issue a full refund for the price you paid for the item. We can only accept the return of opened/used items if they are faulty. Please note that we reserve the right to return items to you that have been returned to us after 30 days. In this case, this will be done at your cost and will also incur a £5.00 administration charge.

Items Sent In Error/Faulty Items

Replacements/refunds will only be considered when the goods have been returned to Gema Records with an approved Return Authorisation and within the relevant warranty period. For items sent in error, items must remain unopened/unused (with any seals, shrink wrap or cable ties intact). For faulty items, the Return Authorisation will include a pre-paid label, enabling you to return the item (s) at no extra cost to you.

Postage & Packaging (P&P)/Delivery

The new advertised rates (effective as of 01.08.17) below apply and are per order. If there are insufficient funds for P&P for all of the items on your order, we will supply as many items as possible using the funds provided and any remaining funds will be returned in the form of a credit note attached to your invoice/despatch note. All orders are despatched using either Royal Mail or a courier and require a signature on delivery which is regarded as adequate proof of delivery.

United Kingdom (Exc. N Ireland)
1-2 items = £1.95. 3-16 items = £3.95. 17+ items = £6.75. Games consoles = £6.75.