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      Replacement Policy

      Effective Date: July 31, 2025


      This Replacement Policy is an integral part of the legal agreement between you ("User") and GemIQ ("we", "us") and is governed by our main Terms of Service. By using our services and purchasing our products, you acknowledge and agree to adhere to the conditions outlined herein.

      This Policy shall apply to GemIQ, Picup Media, GemHub and any other related company, or brand, services, products, and platforms managed by us.

      1. Scope and Eligibility for Replacement.


      This policy applies exclusively to physical products purchased from GemIQ. A free-of-charge replacement may be issued only if a product is confirmed to fall into one of the following categories upon its arrival:

      • Defective or Faulty: The product does not function correctly due to a manufacturing defect.

      • Damaged in Transit: The product has sustained physical damage during shipping.

      • Missing Items: Your order is incomplete, and one or more items are missing from the shipment. In this case, the replacement will only be applicable to the missing item and not to the entire kit. 

      • Incorrect Items: You have received a different product than the one you ordered.

      It is critical to understand that, as stated in our Terms of Service, faulty or damaged physical products will be replaced, not refunded. For any other type of return, such as for a product that is unopened and in its original condition, please refer to our separate "Returns & Refunds" policy.

      2. Mandatory Reporting Window


      To be eligible for a replacement, you must report any issue of a damaged, defective, or missing item within 7 calendar days of the product being delivered to you.

      This 7-day timeframe is a strict requirement. It is essential for our ability to conduct a timely investigation, verify the issue with our fulfillment centers, and file any necessary claims with our shipping carriers. In accordance with our terms, GemIQ explicitly reserves the right to refuse any replacement claim that is submitted after this 7-day period has expired.

      3. How to File a Formal Claim


      To ensure your claim is processed efficiently, you must submit a formal request to our support team. You can initiate your claim by contacting us at: support@picupmedia.com or by submitting a ticket through our official contact page.

      Your claim submission must include the following information:

      1. Your Order Number: This is mandatory for us to locate your transaction records.

      2. Detailed Contact Information: Provide your full name and the email address associated with your order.

      3. Comprehensive Evidence of the Issue: The evidence required depends on the nature of your claim:

        • For Damaged or Defective Items: You must provide a detailed description of the problem along with clear, high-resolution photos and/or videos that plainly show the damage or defect. It is also required that you photograph the shipping box and all original packaging materials, as these are often needed for inspection.

        • For Missing Items: Review your order confirmation and packing slip, then list the specific product name(s) and quantity that were not included in your shipment.

        • For Incorrect Items: Provide the name of the incorrect product you received and include a clear photograph of it.

      4. The Claim Review and Replacement Process

      • Step 1: Claim Review: Upon receiving your email, our customer support team will open a case and begin a review of the provided information. You will receive a confirmation that your claim is being processed.

      • Step 2: Verification: As part of our review, GemIQ may require additional information or evidence. We reserve the right to request specific images or videos to verify the product's condition before authorizing a replacement. Your prompt cooperation is appreciated.

      • Step 3: Preserve Original Items: You must keep the received product and all of its original packaging until your claim is fully resolved. We may need to arrange for the return of the item for inspection.

      • Step 4: Approval and Resolution: Once your claim is validated and approved, we will arrange for a replacement product to be shipped to you. Our team will provide you with the tracking information and an estimated delivery timeline for the new item.

      • Step 5: Shipping Costs and International Duties:

        • Please note that as per our terms, all shipping costs are non-refundable.

        • For all international shipments, you, the customer, are the Importer of Record. You are solely responsible for the payment of all customs duties, import taxes, and any other fees that may be levied by the destination country's customs authorities on the replacement shipment. Should the item need to be returned to us for inspection, you will also be responsible for covering the associated shipping fees. GemIQ has no control over these charges and cannot predict their amount. Failure to pay these mandatory charges may result in the shipment being delayed, returned, or destroyed, and you will not be entitled to a refund in such cases.

      5. Contact Us


      If you have any questions about this Policy, please contact us at support@picupmedia.com or by submitting a ticket through our official contact page.