Order Cancellation and Product Return Policy

Most Gemini products are custom made to order. But as a service to you, for orders under $1000, should you need to return any goods that were ordered in error or not needed, we will credit up to 25% of the original net price, up to $250. All you do is call our Customer Service Dept. for a RMA (Return Material Authorization) number, and return product to the appropriate plant as given to you. You pay the freight for the return, and items such as shipping charges, art charges or mounting patterns cannot be credited.

For orders over $1000 we will determine a credit based on the product type and dollar value.

Stock items such as hardware can be returned for full credit less 15% restocking fee if returned in original packaging undamaged and unused.

Defective Items:

Any item that is defective due to material defect or manufacturer defects will be accepted for return or replacement. All defective product claims must be made to us within 7 business days of receipt. Please contact our Customer Service Dept. for a  Return Merchandise Authorization (RMA) number or to make arrangements with one of our customer service representatives to have the defective item picked up and a replacement item (in the same material, font, finish, size, etc) shipped to you. Returns will not be credited without a Return Merchandise Authorization (RMA) number.

Changes to / Cancellation of order:

For Custom products (all letters/logos/plaques of any material falls into this category) order cancellation maybe accommodated at our discretion if production has not started but we can not guarantee that we will be able to accommodate custom order cancellation requests. Once a custom order reaches the factory floor, we are unable to issue any refund. Custom orders are ready for production within one business day of your approval. If you need to add to your order after the 24 hour period, you will need to place another order or contact our Customer Service Dept. at 800-804-4716 and we will do our best to accommodate you.

For Stock products (hardware) , cancellation or changes are accepted only within 24 hours of order date and the order has not left our facilities. If order has been packed and is ready to ship a restocking fee of 15% will apply. Keep in mind some stock products ship the same day the order is received.

We reserve the right to refuse returned items if:

• Product returned is used or damaged. Items must be in new, unused condition when returned.
  
• More than 30 days have passed since purchase.
  
• Items returned without a RMA (Return Merchandise Authorization) number.