Refund policy

Return & Refund Policy

At genzstore.xyz, customer satisfaction is our top priority. If you're not completely satisfied with your purchase, we're here to help. Please read our Return & Refund Policy below.

Returns

We accept returns within ** of the date your order is delivered.**

To be eligible for a return, your item must:

  • Be unused and in its original condition.

  • Be in the original packaging with all tags attached.

  • Include proof of purchase (order number or receipt).

Non-Returnable Items

The following items cannot be returned unless they are damaged or defective:

  • Personalized or custom-made products

  • Gift cards

  • Final sale or clearance items

  • Intimate or hygiene products

  • Perishable goods

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery.

Please provide:

  • Your order number

  • A brief description of the issue

  • Clear photos or videos of the product and packaging

After reviewing your request, we will offer one of the following:

  • A replacement item

  • A full refund

  • Store credit (if preferred)

Change of Mind

If you wish to return an item because you changed your mind:

  • You must contact us within 30 days of delivery.

  • The item must be unused and in its original packaging.

  • Return shipping costs are the customer's responsibility.

Refunds

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed to your original payment method within 5–10 business days. Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.

Shipping charges are non-refundable unless the return is due to our error.

Order Cancellations

Orders may be canceled within 12 hours of placing the order. After this period, your order may already be processed and cannot be canceled.

Exchanges

We only replace items if they are damaged, defective, or if the wrong product was sent.

If you need a different size or color, please contact us before placing your order whenever possible.

Return Shipping

Customers are responsible for return shipping costs unless:

  • The wrong item was sent.

  • The item arrived damaged or defective.

We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.

Lost or Delayed Packages

If your package is lost or significantly delayed during transit, please contact us. We will work with the shipping carrier to investigate and provide an appropriate solution.

Contact Us

If you have any questions regarding returns or refunds, please contact us.

Email .  hk4121538@gmail.com

Response Time: Within 24–48 business hours.

Customer Satisfaction

We value every customer and strive to provide high-quality products and excellent service. If you experience any issue with your order, please contact us before leaving a review. We will do our best to resolve your concern quickly and fairly.

Thank you for shopping with genzstore.xy