Refund Policy
Last updated: 9 August 2026 · This policy forms part of the Terms & Conditions and is accepted at registration.
1. What you are buying
Gemma sells digital products: Gemma coins (the Platform's internal credit) and digital booster packs opened with those coins. Each pack is a digital pack with a provably fair randomized draw. Physical cards only come into play later, if and when you request shipment of cards from your vault: they are supplied from our inventory where available or, where not in stock, purchased on the open market on your behalf and shipped directly to you — possibly as multiple parcels from different suppliers. This policy covers all three: coins, packs, and shipping fees.
2. Opened packs are never refundable
By opening a pack you expressly request the immediate performance of a digital service whose value lies in the randomized draw itself, and you acknowledge that you lose your statutory right of withdrawal the moment the draw is performed (Art. 16(m), Directive 2011/83/EU and equivalent provisions). The outcome of a draw — whatever its market value — is never grounds for a refund. This is stated before purchase, at registration, and here: a randomized pack that could be refunded when the draw disappoints would not be a randomized pack.
3. Gemma coins
A coin purchase that is entirely unused — no pack opened, no coin spent — may be refunded on request within 14 days of purchase, in line with your statutory withdrawal right. As soon as any part of a top-up is spent, the purchase has been consumed as digital content and the remaining balance of that purchase is no longer refundable. Coins have no monetary value outside the Platform, cannot be transferred, and promotional or bonus coins are never refundable. To request a refund of an unused top-up, contact support (Section 7) from the account's email address.
4. Shipping fees
Shipping fees are published on the Platform (see the vault and the FAQ) and are always displayed before you pay. By paying a shipping fee you expressly accept its amount. Disagreement with the price of shipping — including after payment — is not grounds for a refund: the fee funds the sourcing of your specific cards from our suppliers and their delivery to your address (tracked where the shipping method allows it), and this work begins when you pay. Once we have placed orders with suppliers for your cards, the shipping fee is non-refundable — with one exception: if none of your cards can be sourced, the fee is refunded in full, and if only part of them can be, the fee is recalculated at the published rates and the difference credited. If you have not yet paid a shipping fee, you owe nothing: your cards simply remain in your vault, where you can keep them or sell them back for coins at any time.
5. When we do refund or credit you
Card that cannot be sourced: if a card you requested for shipment cannot be found within a reasonable time at commercially reasonable conditions, we credit you its full indicative market value in Gemma coins. Parcel lost or damaged in transit: we pursue the claim with the courier or the supplier on your behalf — including shipping insurance where the chosen service includes it — and pass on the compensation, as set out in the Terms (Section 8). Wrong card delivered: if the card you receive is not the card you ordered, contact support — we will credit the difference in value or arrange a replacement. Duplicate or failed payments: a payment charged twice, or charged without the corresponding coins being delivered, is always refunded or credited in full once verified.
6. Chargebacks
Opening a payment dispute with your bank or card issuer without first contacting support may lead to the suspension of your account and of any pending shipments while the dispute is resolved, as per the Terms (Section 10). Almost every issue is faster to resolve directly with us — we reply quickly.
7. How to reach us
Write to support@gemma.cards from your account email, or message us on Telegram at t.me/gemmacards. Refund requests are answered within 5 business days; approved refunds are returned to the original payment method.