Return and Exchange Policy
STANDARD RETURN POLICY
If you are not 100% satisfied with your purchase, you can easily exchange or return your item. Item must be in new and unused condition and returned within 30 days from shipping date.
EXCHANGE DETAILS
- A new item due to an exchange will ship at no cost to you.
- When processing your exchange, a new order for the replacement item(s) will be created.
- Your exchange item(s) will not be sent out prior to us receiving the item(s) you are exchanging.
- Items must be in new, unused condition in order to be eligible for a full refund or exchange.
- Custom orders are non-refundable.
- When you return an item for merchandise credit, it will be returned to you in the form of an e-gift certificate that can be used on future orders.
REFUND DETAILS
- Return requests received after 30 days of order shipment delivery will be politely declined.
- We hope you understand. We will offer a 100% refund, (minus shipping cost if applicable) within 30 days of you receiving your purchased product from GenZeen.
- If 30 days have expired since your order has been delivered, we will offer store credit or an exchange of product for any other product at the same or lesser value.
- Any remaining value will be issued to you in the form of an e-gift certificate that can be used on future orders.
- Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund request. If you are approved, your refund will be processed within 14 days of receipt of the item(s) being returned and a credit will automatically be applied to your credit card (or original method of payment).
RETURN SHIPPING COSTS
GenZeen will provide a pre-paid shipping label for all returns when the items being returned are the result of a GenZeen error.
- Requesting an exchange: GenZeen will provide a pre-paid shipping label for all exchanges when the items being returned are the result of a GenZeen error. If the requested exchange is not a result of a GenZeen, the cost of the return shipping is the customer’s responsibility.
- Requesting a refund: If you return an item using our prepaid label from GenZeen and the reason for the return is not a result of a GenZeen error, the cost of return shipping will be deducted from your refund unless the item qualifies for a free return. If you choose to ship an item on your own, you will pay the carrier at the time you ship your return. If the return is the result of a GenZeen error, we will refund your full purchase price without any shipping costs deductions.
Please make sure to read our item descriptions carefully. Please bear in mind that photo may slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor’s display.
Every once in a while an issue may occur with an order. We are all only human! If this is the case, we are happy to assist you in any way we can. If the problem occurred as a result of an error on our part, we are more than happy to replace or refund the item.
Our Responsibility:
- Faulty Product: If the product has a manufacturing defect
- Wrong Item Sent: If we send you the wrong product, color or size
Your Responsibility Oops! Somewhere along the way you might have made a mistake. If any of these are the case, it’s up to you to sort things out and unfortunately we cannot refund your item.
For example:
Incorrectly Provided Address:
- If you made an error in the address. We are not responsible for orders not received due to incorrect shipping addresses entered by the customer at the time of purchase.
Items received that are defective or damaged will be replaced with the same item at no cost to you.
If your order has already been processed or shipped, we cannot make changes to your order, and a refund will not be granted.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time (5-10 business days) before a refund is posted to your original method of payment. If you’ve done all of this and you still have not received your refund yet, please contact us at support email at support@genzeen.com