GemLoupe is built for precision, but in rare cases, the lenses may come loose or fall out. Here’s what you need to know if this happens.
If Your GemLoupe Is Under Warranty
Please contact our support team with the following:
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Your order number
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A short description of the issue
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A photo or video showing the affected lens
If the issue is found to be a manufacturing defect, we will arrange a replacement unit at no cost.
⚠️ Note: Avoid trying to reassemble or glue the lenses yourself, as this may void your warranty.
If Your GemLoupe Is Out of Warranty
We are unable to offer repairs or replacements for units that are no longer under warranty.
In this case, we recommend purchasing a new unit to ensure the best results. If you need help choosing a replacement, our team will be happy to assist.
When It's Okay to Separate the Lenses
In some situations, it is alright to remove the lens. This includes:
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Switching between sparkles and macro lenses
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Cleaning off dust or smudges using the included cleaning cloth
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Adjusting the main body of the lens to align with a different phone or phone case
If you are unsure about removing the lens, feel free to reach out to us before doing so.
Tips to Care for Your GemLoupe
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Store it in the protective case when not in use
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Clean the lenses only with the provided cloth
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Keep it away from heat, moisture, or uneven surfaces
Need more help? Contact our support team here.