Terms & Conditions

We clarify below our terms & conditions of trade, updated March 2021, for your information in which the terms ‘we’, ‘us’ refer to Gema Records Limited. These do not affect your statutory rights. Items are subject to availability and may become unavailable at any time, without notice. Any price advertised includes 20% VAT and is subject to change at any time, without notice. Images are for illustrative purposes only.

Confidentiality & Privacy
Our privacy policy can be read on our website, however, if you cannot access our website, please send us a stamped addressed envelope and we will send you a copy. As an independent and family owned business for over 40 years, trust between us and our customers is at the core of what we do and we would like to assure you that nothing has changed in terms of what personal data we collect from our customers and what we do with it.

Ownership
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.

Ordering Process
We require the “Item Number”, “Item Name”, “Format” and “Price” in order to supply items on an order. All of this information is printed in our catalogues and can be found on our website. Important: page numbers are not required as items appear on different pages in different catalogues.

Imports
Any item marked with “IMP” 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.

Returns & Return Authorisations

Returns are easy! How do I return an item? All returns must be approved by us before any items are returned. If you have an online account with us, please navigate to the relevant order in the "My Account" section of our website and click "Return items" to request a Return Authorisation. Once we have approved your return request, your Return Authorisation will become available for download in the Returns section of our website (My account >  Returns).

If you do not have an online account then please contact us in writing or by telephone 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 (if applicable) and the invoice/order number (s) it was supplied on. Upon receipt of your Return Authorisation please complete the relevant paperwork and ensure that all returned items are packed safely and securely using the original packaging material where possible to avoid damage during transit.

Please note: If there is any evidence of obvious misuse or damage that has obviously occurred during transit due to insufficient packaging the return is deemed unacceptable. If returns are received after the relevant warranty period (s) the return is deemed unacceptable. We reserve the right to refuse unacceptable returns and seek the relevant funds to return them to you.

Items Sent In Error: If you are unfortunate enough to receive an item in error, your Return Authorisation will include a pre-paid returns label, enabling you to return the item (s) at no extra cost to you.

Unwanted/No Longer Required Items: Our 40 days return guarantee means that you can return an item to us, at your own cost, for a full refund within 40 days of the date you received the item. All items must remain in the same condition they were supplied i.e. unopened/unused/undamaged and with any seals/shrink wrap intact. We will issue a full refund upon receipt of the item (s).

Faulty Items:

  • If your item becomes faulty within the first 30 days from the date you take ownership of your product, you are eligible for a full refund.
  • If your item develops a fault after the first 30 days and within 6 months of purchase, in the first instance, we will either repair or replace your item.
  • If your repaired or replacement item develops a fault within 6 months of taking ownership of it, you will be eligible for a full refund.
  • If your item develops a fault after 6 months then it is your responsibility to prove that the item was faulty at the time you took ownership of it. This may require some form of expert report, opinion or evidence of similar problems across the product range. It may be easier to make a claim directly with the manufacturer via their guarantee, if applicable. Many manufacturers offer 2 or even 3 year guarantees, please refer to your item’s manual for details.

Return Authorisations for faulty items include a pre-paid return shipping label, enabling you to return the item (s) at no extra cost to you. Please note: all items are rigorously tested upon return and if they are deemed not faulty as claimed, we will seek the relevant funds to return them to you. In addition, if items are found to have been obviously damaged/misused, which includes the permanent ‘blocking’ of inputs or outputs on games consoles using foreign substances, we will seek an additional £10.00 administration charge.

Delivery

Discrepancy - Item is missing: Please email us immediately if after checking a delivery, you believe an item (s) is missing despite being invoiced for it. We require a copy of the invoice/despatch note (sent inside your delivery) so we can immediately investigate and rectify the issue. Please either scan & email this to us whilst notifying us or alternatively, send it via post.

Discrepancy - Item received wasn't ordered: If you have an online account, please navigate to the relevant order in the "My Account" section of our website and click "Return items" to request a Return Authorisation and select "Received wrong item/sent in error" as the reason for return. Select the item you ordered but haven't received as the item to return and enter details of the item you've received in error in the "details" box. Once we have approved your return request, your Return Authorisation that includes a pre-paid postage label will be available for download in the Returns section of your account (My account > Returns) which will enable you to return the item(s) to us at no cost.  If you do not have an online account then please contact us in writing or by telephone.

Damage: Please contact us immediately if your item (s) or parcel has been damaged in transit, quoting your invoice/order number. Please do not destroy the packaging as this is likely to be required in order to claim for loss with the courier company.

Refusals: On very rare occasions, if your order is returned to us as delivery was refused at the address specified on the original order, your order will be refunded in full.

Non-received Orders: If you have an online account, please navigate to the relevant order in the "My Account" section of our website where you can obtain your order's tracking number and proof of delivery. If your order has not arrived, please email us quoting your order number and we will investigate for you. In some circumstances if you do not have an online account then please contact us via telephone or in writing and we will update you as to the whereabouts of your order.

Please note: Royal Mail state that we have to allow 10 working days to elapse from the day of expected delivery before we are able to claim a parcel is lost. Please contact us if you do not receive your item (s) after this time so we can help to retrieve your goods. In the very rare event that Royal Mail lose your item (s), we will despatch a replacement order to you. Alternatively, you can request a refund.

Depending on weight, orders are despatched using either Royal Mail 2nd Class Signed For (2-3 working days) or DPD Local (next working day) and require a signature. Any signature given at the address will be regarded as adequate proof of delivery.

Contact
 
In line with our Privacy Policy, any customer account specific query must be sent to us via email from the account's registered email address.