We clarify below our terms 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
All goods remain the property of Gema Records until payment has been received
in full. We operate a Civil Recovery Program to recover our costs and losses for
any theft or fraud.
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 2 weeks to obtain additional stock of this item. Usually, imports arrive into stock within 7 working days.
WarrantyAll used games consoles and games console accessories are supplied with a 30 day warranty. A label with the warranty’s expiry date is affixed to the games console and controller using security tape. If this label or security tape is removed, amended or tampered with in any way, the warranty becomes void. Warranty only applies providing the equipment has not been damaged/misused in any way and is returned with an approved Return Authorisation (see below).
Return Authorisations: 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, the item’s warranty expiry date (for games consoles) 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 fee payments may be required to return the goods back to you. All returned items must be packed properly to avoid damage during transit and there must not be any evidence of misuse.
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: 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. Items must remain unopened/unused (with any seals, shrink wrap or cable ties intact).
Faulty Items: If you are unfortunate enough to receive a faulty item or your item develops a fault within the relevant warranty period then your Return Authorisation will include a pre-paid returns label, enabling you to return the item (s) at no extra cost to you. All items are thoroughly tested upon return and if they are deemed not faulty as claimed, we will seek the relevant funds for return postage & packaging to re-send them to you. In addition, items will incur a £10.00 administration charge if found to have been clearly damaged/misused (this includes the permanent ‘blocking’ of inputs or outputs on games consoles using foreign substances).
Refusals: 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 require additional funds to do so.
Delivery Discrepancies: On very rare occasions, if your order/delivery has been damaged in transit or items are missing despite clearly being marked as supplied on your invoice/despatch note, we require a copy of your invoice/despatch note to be scanned & emailed or faxed to us by the recipient without delay so we can investigate and rectify the issue.
Non-received Orders: 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.
Postage & Packaging (P&P): P&P is calculated automatically as and when you add items to your basket. All orders are despatched using either Royal Mail 1st Class Recorded Delivery (1-2 working days) or a courier (next working day), depending on the weight of the parcel (s). All deliveries require a signature on delivery and any signature given at the address will be regarded as adequate proof of delivery.
Post & Packing
The advertised rates below apply and are per order.
UK Postage Costs
1 item = £1.25
For each additional item = £0.25 (Double CDs are classed as 2 items, 3CDs as 3 etc.), up to a maximum of £6.75.
P&P for Games consoles = £6.75 (an additional £6.75 applies for every 5 games consoles ordered per order)
International Postage Costs
1 item = £2.50
2-4 items = £3.70
5-7 items = £6.80
8-10 items = £8.50
11-15 items = £11.95
16 items + = £14.95
Rest Of World
1 item = £3.50
2-4 items = £5.00
5-7 items = £11.00
8-10 items = £13.00
11-15 items = £16.00
16+ items = £20.00