Refund Policy
Last updated: 17 September 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 whose card contents are random and independently verifiable. 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 reveal of its random contents, and you acknowledge that you lose your statutory right of withdrawal the moment the pack is opened (Art. 16(m), Directive 2011/83/EU and equivalent provisions). The cards a pack turns out to contain — whatever their market value — are never grounds for a refund. This is stated before purchase, at registration, and here: a pack with random contents that could be refunded whenever those contents disappoint would not be a pack with random contents.
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 8) 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. Respectful conduct
Real people answer our support channels, and we ask that every exchange with Gemma Media SRL — by email, chat, Telegram, social media or any other channel — stays respectful. Complaining, disagreeing with a decision, leaving a negative review or exercising your legal rights (withdrawal, the legal guarantee, a payment dispute, a complaint to a consumer body) is never a problem; insults, threats, harassment and knowingly false accusations are. If we have a record of that kind of conduct (emails, chat or Telegram transcripts, tickets, public posts), we may end our relationship with you as set out in the Terms (Section 12): for anything short of threats, harassment or false accusations we send a written warning first and act only if it continues, and we always tell you in writing what we decided and why. Here is exactly what happens. Your unused paid coins are refunded at the price you paid, to your original payment method (or by bank transfer if that is no longer possible), within 14 days — even if the top-up was partly spent, so Section 3 does not apply here; promotional coins are not refunded. Shipments we have already ordered from our suppliers are completed; shipments not yet ordered are cancelled, the shipping fee is refunded and the cards go back to your vault. The cards in your vault are yours and we never keep them: you have 30 days to request shipment at the published fee or to sell them back at the Buyback rate, and the amount is converted at the published coin rate and paid to you in the same way as your coins; if you do neither, we apply the Buyback and pay you the proceeds. Your account is closed, and we may refuse new registrations or purchases from you. Once those refunds and payments are made and any shipment delivered, the account is settled and we have no further obligation on it. Opened packs remain non-refundable (Section 2), and your legal rights on cards already delivered are not affected.
8. How to reach us
Write to support@gemmacards.com from your account email, or message us on Telegram at t.me/gemmacardsHelp. Refund requests are answered within 5 business days; approved refunds are returned to the original payment method.