Refund Policy

1. Summary

• Unused credits — refundable within 14 days of purchase.
• Opened boxes — final sale, not refundable, because the digital item is delivered the moment the result is revealed.
• Shipments before dispatch — cancellable at any time at no cost.
• Shipments after dispatch — covered for damage, wrong item, or non-delivery.
• Unauthorized or duplicate charges — refunded in full once verified.

2. Credit purchases

Platform credits cost $1 USD each unless a different conversion is displayed before purchase. If you have bought credits and have not yet used them, you may request a refund within 14 days of the charge. The unused credits are removed from your balance and the corresponding amount is returned to the card you paid with.

Where only part of a credit purchase has been used, we refund the unused portion. Credits that have been spent on an opening are not refundable, for the reason given in section 3.

Purchased credits cannot be withdrawn or transferred. A refund of a credit purchase is a reversal of your original card payment, not a payout, and is always returned to the card you paid with.

Credits you receive from selling a watch back are separate: those may be withdrawn as money under section 7 of our Terms of Service. A withdrawal is not a refund and is not covered by this policy.

3. Box openings are final

Opening a box is a final sale. Once you confirm an opening and the result is revealed, the purchase cannot be refunded, reversed, or exchanged, and the credits spent cannot be returned to your balance.

This is because the thing you bought — a randomized digital reveal from a published pool with published odds — is delivered in full and cannot be returned once seen. Before you confirm an opening we display the price, the full pool of possible watches, their estimated values, and the odds of each outcome. A result you did not want is not a defect and is not grounds for a refund.

If an opening fails to complete, charges you twice, or records a result that does not match the pool and odds displayed, that is a technical fault. Contact us and we will correct the record or refund the opening.

4. Sell-backs are final

Sell-back is available on any watch in your collection that has not been shipped, at 90% of the value recorded when you won it, as set out in section 7 of our Terms of Service. The exact amount is shown before you confirm.

Accepting a sell-back is final and cannot be reversed. It credits the stated amount to your platform balance and changes the item's status. An item that has been sold back cannot later be shipped.

5. Shipments and returns

Before dispatch. A shipping request can be cancelled at any time before the package is dispatched, at no cost. The watch returns to your collection with its recorded value unchanged. You can cancel from the Shipping page.

After dispatch. Because each watch is sourced for a specific request, we do not accept change-of-mind returns once a package has been dispatched. We do cover the following, at our cost:

• Damaged in transit — repair, replacement with the same reference, or a refund of the item's recorded value to your balance or original payment method.
• Materially different item — if what arrives is not the reference recorded for your opening, we arrange collection at our cost and either send the correct item or refund you.
• Not delivered — if tracking shows non-delivery or the package is lost, we replace or refund it once the carrier investigation completes.

Report any of the above within 14 days of delivery, or of the expected delivery date for a package that never arrived. Include your request ID and, for damage, photographs of the item and its packaging. Keep the original packaging until the claim is resolved.

Shipping fees, taxes, and duties disclosed and paid before dispatch are refunded only where the fault is ours.

6. Unauthorized, duplicate, and incorrect charges

If you believe a charge was not authorized by you, was taken twice, or was for the wrong amount, contact us immediately. Verified unauthorized, duplicate, or incorrect charges are refunded in full, regardless of the timeframes elsewhere in this policy, and the affected account is secured.

7. How to request a refund

Email support@gembreak.com or use the Support page. Include:

• The email address on your account.
• The date and amount of the charge, or the opening or request ID.
• What you are asking for and why.

Never send your password, a verification code, or your full card number.

We acknowledge refund requests within five business days and decide them within fifteen business days of receiving the information needed. If we need identity verification before refunding, we will say so and explain what is required.

8. How refunds are paid

Approved refunds are returned through our payment service provider to the original payment card. We cannot refund to a different card, to a bank account, in cash, or to a third party. If the original card is closed or expired, contact your card issuer, which is normally able to route the refund to your replacement account.

Once we issue a refund it typically appears on your statement within five to ten business days, depending on your card issuer. Where a refund is instead credited to your platform balance, we will say so and you must agree before we proceed.

9. Talk to us before a chargeback

If something is wrong with a charge, contacting us is almost always faster than a chargeback and we will refund anything covered by this policy without argument. Raising a dispute with your card issuer does not remove your rights, but we may suspend an account while a dispute is investigated. This policy does not affect your right to dispute a charge with your issuer.

10. Contact

Nexus Sky Corp, operating as gembreak
3422 Old Capitol Trail, Suite 4087, Wilmington, DE 19808, United States
support@gembreak.com