Last updated: 15 May 2026

GemIQ Business Money-Back Guarantee

We want you to feel confident evaluating your GemIQ system within your real business workflow.

Eligible business customers who purchase directly from GemIQ may request a return under this policy if:

• the customer books, attends, and completes a personalised 1:1 onboarding session with the GemIQ team within 10 calendar days of delivery, as confirmed by courier tracking records. Failure to complete the onboarding session within this timeframe, including due to customer rescheduling, postponement, non-attendance, or delay, may make the request ineligible under this guarantee
• the customer reasonably engages with the onboarding, setup guidance, troubleshooting support, and product optimisation support provided by GemIQ;
• the return request is submitted within 5 calendar days after the onboarding session concludes; and
• the product is returned complete, intact, and undamaged, subject only to normal evaluation use.

Please note:

• approved refunds are subject to a 20% restocking fee to cover inspection, handling, refurbishment, and restocking costs;
• return shipping, insurance, customs duties, taxes, credit card charges and related costs are the customer’s responsibility;
• software subscriptions, digital services, AI-generated outputs, cloud services, and used credits are non-refundable; and
• return shipments may need to be sent internationally to a designated GemIQ returns facility.

This policy is subject to the full terms below.

Full Terms

Business Customers Only

This Money-Back Guarantee applies only to eligible business customers who purchase directly from GemIQ for business use.

By purchasing under this policy, the customer confirms that the products are acquired in the course of carrying on a business and not for personal, domestic, or household use.

This guarantee does not affect any rights or remedies that cannot legally be excluded under applicable law.

Eligible Products

This guarantee applies only to the following products purchased directly from GemIQ:

• GemLightbox Pro
• GemSparkle
• GemLightbox Macro
• GemLightbox Max
• GemCam Pro
• GemLightbox Elite Kit Pro
• GemLightbox Elite Kit Max

The guarantee applies only to the original purchasing entity, is non-transferable, and requires valid proof of purchase and valid business identification.

Eligibility Requirements

To qualify for a refund under this guarantee, the customer must:

1. Be a registered business and provide valid business identification (such as an ABN, company number, or equivalent) at the time of purchase.
2. Book, attend, and complete a personalised 1:1 onboarding session with the GemIQ team within 10 days of delivery, as confirmed by courier tracking records.
3. Reasonably engage with the onboarding process, setup guidance, troubleshooting steps, and product optimisation support provided by GemIQ.
4. Follow all setup, usage, and operating instructions provided with the product.
5. Submit any request under this guarantee within 5 calendar days after completion of the onboarding session.

Failure to satisfy these requirements may make the request ineligible under this guarantee.

Normal Evaluation Use

This guarantee is intended for genuine product evaluation purposes only.

“Normal evaluation use” means reasonable testing of the product for its intended business purpose. It does not include misuse, negligent handling, excessive commercial production use beyond reasonable evaluation, intentional damage, or use contrary to provided instructions.

What This Guarantee Does Not Cover

This guarantee does not apply to:

• products not purchased directly from GemIQ;
• products purchased other than for business use;
• accessories, ancillary items, third-party products, or separately purchased items not listed as eligible products above;
• software subscriptions, activated software services, digital products, AI-generated outputs, cloud services, redeemed or consumed credits, or any software-related benefits;
• shipping charges, customs duties, taxes, brokerage fees, insurance charges, or other non-refundable shipping-related costs;
• products damaged through misuse, neglect, accidental damage, improper handling, improper storage, liquid damage, unauthorised modification, or use contrary to provided instructions; or
• products returned incomplete, with missing accessories or packaging, disassembled beyond what is reasonably required for safe transit, or damaged beyond normal evaluation use.

How Returns Work

Submitting a Request

Return requests must be submitted to GemIQ within 5 calendar days after completion of the onboarding session.

Return Instructions

If the return request is accepted for processing, GemIQ will provide return instructions, including the applicable return address and any required return authorisation details.

Please note that return shipments may need to be sent internationally to a designated GemIQ returns facility.

Refunds remain subject to inspection of the returned product and compliance with this policy.

GemIQ does not provide prepaid return labels unless expressly agreed in writing.

Returning the Product

Approved returns must be shipped within 7 calendar days after return instructions are issued.

The customer is responsible for:

• return shipping costs;
• shipping insurance;
• customs duties;
• taxes;
• brokerage fees; and
• appropriate packaging for safe transit.

GemIQ is not responsible for damage occurring during return transit caused by insufficient packaging.

Condition Required for Refund

Refunds will only be issued where the product is returned:

• intact;
• complete;
• undamaged; and
• with all original components, accessories, and packaging,

subject only to normal evaluation use.

Products returned incomplete, excessively damaged, improperly packaged, or disassembled beyond what is reasonably required for safe transit may not qualify for a refund.

Refund Amount

Approved refunds are based on the original purchase price of the eligible hardware product, less:

• a 20% restocking fee to cover inspection, handling, refurbishment, and restocking costs;
• the retail value of any activated or used software subscriptions, software services, digital products, cloud services, redeemed credits, AI-generated outputs, or related benefits; and
• reasonable deductions for missing components or damage beyond normal evaluation use, where permitted by applicable law.

Refunds do not include shipping charges, customs duties, taxes, brokerage fees, insurance charges, or other non-refundable costs.

Refunds will be issued:

• in the original transaction currency; and
• to the original payment method.

Any exchange rate variations between the original transaction and refund are the customer’s responsibility.

Refund Timing

Approved refunds are typically processed within 10 business days after GemIQ receives, inspects, and confirms the returned product complies with this policy.

Good Faith

This policy is intended for genuine product evaluation purposes only.

GemIQ reserves the right to refuse requests where abuse, misuse, fraudulent activity, unreasonable conduct, or bad-faith use of this policy is reasonably suspected.

Consumer Law Notice

This guarantee is provided in addition to, and does not replace, any rights or remedies available under applicable laws that cannot legally be excluded or limited.

The eligible products are intended for commercial use and are not ordinarily acquired for personal, domestic, or household use.

To the maximum extent permitted by applicable law, GemIQ’s liability for any failure to comply with a non-excludable consumer guarantee in relation to products supplied to a business is limited, at GemIQ’s option, to:

• replacement of the products or supply of equivalent products;
• repair of the products;
• payment of the cost of replacing the products or acquiring equivalent products; or
• payment of the cost of having the products repaired.