Returns, Cancellations and Refunds

Our voluntary 30-Day Money-Back Guarantee and applicable statutory return rights.

Last updated: 29 July 2026

30 days to decide. No restocking fee.

This Policy applies to eligible new products purchased directly from gemebio.com. If you bought from Amazon or another retailer, contact the seller shown on your order confirmation for the return of the purchase.

1. Your Rights at a Glance

• Voluntary guarantee: eligible new household machines may be returned within 30 days after delivery.
• Normal household trial: you may install and use the machine normally in accordance with the manual.
• No restocking fee: we do not charge an automatic restocking or flat cleaning fee.
• Return cost: for a change-of-mind return, approved collection cost may be deducted up to US$60 or the local-currency maximum shown before purchase. Verified faulty or incorrect products are returned at GEME's cost.

This voluntary guarantee is additional to mandatory cancellation, withdrawal, faulty-goods, non-conformity and refund rights.

2. Cancellation Before Dispatch

Contact us as soon as possible if you wish to cancel an order.

If the order has not entered irreversible fulfilment or dispatch, we will normally cancel it and refund the payment. If dispatch can no longer be stopped, the applicable return procedure will apply after delivery.

3. GEME 30-Day Money-Back Guarantee

Eligible new GEME household machines purchased directly from gemebio.com may be returned under our voluntary 30-Day Money-Back Guarantee.

You must notify us within 30 calendar days after delivery.

The guarantee is designed to let you evaluate the machine through normal household use. You may install and operate the machine, add permitted food scraps, and assess its normal functions in accordance with the user manual.

Use remains subject to the product's stated capacity, permitted-input rules, cleaning requirements and safety instructions.

The machine must be returned:

• with the supplied accessories and components;
• without deliberate damage or unauthorised modification;
• reasonably clean and safely packaged; and
• with any promotional item that was expressly conditional on keeping the machine.

Original packaging is strongly recommended because it reduces transit damage, but it is not automatically required for a valid statutory return.

For a voluntary return, we may make a reasonable, documented deduction for missing parts, damage, abnormal wear, prohibited inputs, or contamination materially beyond what would normally result from a 30-day household evaluation. We do not apply an automatic restocking fee or flat cleaning fee.

4. EU, EEA and UK Withdrawal Rights

Where a statutory distance-selling withdrawal right applies, you may normally notify us that you are cancelling within 14 days after you, or a person designated by you, receives the goods. You do not need to give a reason.

After notifying us, return the goods within the period required by law, normally 14 days.

You may inspect the product as reasonably necessary to establish its nature, characteristics and functioning. You may be responsible for diminished value caused by handling beyond what is necessary for that purpose.

Where required by law, we refund the price paid and the least expensive standard outbound delivery charge. Additional cost for express or upgraded delivery is not refundable unless required by law.

If a return qualifies under both a mandatory statutory right and our voluntary 30-Day Money-Back Guarantee, we will apply the route that provides the more favourable outcome to you.

5. Return and Collection Costs

Change-of-mind returns

Where applicable law permits and we informed you before purchase, you are responsible for the approved direct cost of returning or collecting a household machine when the return is based only on a change of mind.

The amount charged will be the approved actual standard return or collection cost, capped at US$60 or the local-currency maximum displayed before purchase. If the actual cost is lower, only the lower actual cost will be charged.

If a required pre-purchase return-cost disclosure was not provided, GEME will bear the cost to the extent required by law.

Faulty, damaged, incorrect or non-conforming products

GEME bears the reasonable approved cost of standard return or collection where the product is faulty, unsafe, damaged in transit, materially misdescribed, incorrect or otherwise non-conforming, to the extent required by law or accepted under the applicable warranty.

Approved service route

Do not independently ship a large machine. Customer-arranged shipping or collection is not reimbursable unless GEME approved it in advance or reimbursement is required by law.

6. Faulty, Damaged or Incorrect Products

Contact us promptly if a product is faulty, damaged, unsafe, misdescribed or different from what you ordered.

Please provide, where reasonably available:

• your order number;
• the product serial number;
• photographs or video showing the issue;
• photographs of the shipping packaging for transit damage; and
• a brief description of the problem.

This information helps us diagnose the issue but does not remove a mandatory legal right. Depending on the applicable law and circumstances, the remedy may include repair, replacement, price reduction or refund.

7. Kobold and Other Sealed Consumables

Kobold is supplied in tamper-evident sealed packaging.

An unopened and sealed Kobold product may be returned where a statutory right or an expressly offered voluntary return right applies.

Once the seal has been broken, or the product has been opened, activated, hydrated, mixed, contaminated, partly used or consumed, it cannot be returned under GEME's voluntary 30-Day Money-Back Guarantee.

Where a mandatory statutory withdrawal right still applies, GEME may make any deduction permitted by law to reflect the resulting loss in value.

No restriction in this section applies where the product is faulty, unsafe, damaged, misdescribed or otherwise non-conforming.

8. Items Not Covered by the Voluntary Guarantee

Unless the applicable product offer states otherwise, the voluntary 30-Day Money-Back Guarantee does not cover:

• products not purchased directly from gemebio.com;
• GEME Titans or another commercial machine governed by a quotation or contract;
• personalised or made-to-order items;
• opened, activated or used consumables as described above;
• deliberate damage or damage caused by prohibited use;
• use outside the stated capacity, duty cycle or permitted use class; or
• returns requested after the voluntary return period.

These exclusions do not remove statutory remedies for faulty or non-conforming goods.

9. How to Request a Return

Email support@gemebio.com or use the Contact page.

Include your name, order number, product and serial number where applicable, the reason for the request if you choose to provide one, and the collection address if freight collection is required.

We will provide the applicable return address, label or collection instructions. Do not send a machine to an address found online without receiving the correct return instructions, because warehouses and service locations differ by region.

Failure to request an internal return-authorisation number does not invalidate an otherwise valid statutory cancellation notice. You remain responsible for following reasonable packing and return instructions.

10. Refund Method and Timing

Refunds are made to the original payment method unless another method is required by law or expressly agreed.

Where a statutory withdrawal right applies, we issue the refund within the legally required period. Where permitted by law, we may withhold reimbursement until we receive the goods or you provide reliable evidence that they were returned, whichever occurs first.

For other approved returns, we normally issue the refund within 10 business days after inspection. Your bank or payment provider may require additional time to display the credit.

11. Exchanges

Where available, an exchange may be offered instead of a refund. An exchange does not reduce statutory rights. If an exchange product has a different price, the difference will be confirmed before shipment.

12. Refused Delivery and Incorrect Addresses

Refusing delivery does not automatically complete a valid cancellation. Contact us so that we can identify and process the returned parcel.

Where a parcel is returned because of an address error supplied by the customer or repeated failed delivery attempts, we may deduct or charge the actual additional delivery cost where permitted by law and where the customer is responsible for the failure.

13. Commercial Machines

Returns, collection, freight, installation, de-installation and commercial warranty arrangements for GEME Titans and other commercial machines are governed by the applicable quotation or signed sales contract.

Mandatory consumer rights remain unaffected where the purchaser legally qualifies as a consumer.

14. Model Withdrawal Form

You may use the following form, but it is not mandatory:

To: ROKH SRL, Boulevard Louis Schmidt 29, 1040 Etterbeek (Brussels), Belgium
Email: support@gemebio.com

I hereby give notice that I withdraw from my contract for the sale of the following goods:

Product:
Order number:
Ordered on:
Received on:
Consumer name:
Consumer address:
Date:

Signature, only if submitted on paper:

15. Mandatory Local Rights

Nothing in this Policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under applicable law.

16. Contact

support@gemebio.com
ROKH SRL
Boulevard Louis Schmidt 29, 1040 Etterbeek (Brussels), Belgium