Refund and Returns Policy
1. Return within 30 days
We offer a 30-day return policy from the date you receive the product. To request a return, please ensure the following conditions:
Condition of the product: The product must be new, unused, unwashed and undamaged. The product must be returned with the original packaging, labels and accessories (if applicable).
Proof of purchase: Provide the purchase invoice or transaction receipt to ensure prompt processing.
2. Return procedure
To return the product, please follow these steps:
Contact customer service: Before returning the product, please contact us via email: [email protected] for instructions on the return process and shipping address.
Packaging: Pack the product carefully in the original packaging along with the purchase receipt and accessories. Make sure the labels and seals are intact.
Shipping Costs: The customer is responsible for the shipping costs of the returned product. We recommend using a shipping service with a tracking number to ensure safety.
Processing Time: After receiving the returned product, we will check the product status within 3-5 business days. If it meets the requirements, we will proceed to refund or exchange the product as requested.
3. Refund Process
After confirming that the returned product is eligible, we will carry out the refund process as follows:
Refund Time: The refund will be processed within 30 business days from the time of confirmation. The specific time may depend on the payment method.
Refund Method: The money will be refunded to the original payment method. If this method is not available, we will contact to agree on an alternative method.
Refund Notification: You will receive a confirmation email when the refund is completed.
4. Delayed or Missing Refunds
If you have not received your refund within the specified time, please follow these steps:
Check your account or transaction history.
Contact your bank or credit card company as it may take additional processing time.
If you have not received it yet, please contact us via email at [email protected] for assistance.
5. Damaged or Manufacturing Defects
If the product you received is damaged or has a manufacturing defect, please contact us within 7 days of receipt. We will assist you with the return process completely free of charge.
Product Photos: Please send detailed photos of the defective product via email so that we can process it promptly.
Free Exchange: In the event of a manufacturing defect, we will cover all shipping costs and send a replacement product free of charge.
6. Cancel Order
You can cancel your order within 24 hours of placing your order. To request a cancellation, please send an email with the subject “Order Cancellation Request” and the order number to [email protected].
Cancellation before processing: If the order has not been processed, you will not be charged any fees.
Contact Us
If you have any questions or concerns about this Privacy Policy or our data practices, please contact us at:
Email: support@genzone.store
Working hours: 8:00am – 6:00pm ( MST) | Mon – Fri