Return & Refund Policy
We want you to be satisfied with your purchase. This policy explains how to request a return, exchange, cancellation, or refund for orders placed through https://genzora.com.
Return window
You may request a return within 14 days after confirmed delivery. Contact qinnao525796@outlook.com before sending anything. Unauthorized returns, returns sent to the wrong address, or cash-on-delivery parcels may be refused.
Eligibility
To qualify, an item must be unused, unworn, unwashed, unaltered, undamaged, and in resalable condition with original tags, packaging, accessories, manuals, and proof of purchase. We may request photos or video before authorizing a return.
Non-returnable items
Unless defective, incorrectly supplied, or otherwise returnable under mandatory law, the following are not eligible:
- personalized, custom-made, or made-to-order products;
- perishable goods;
- gift cards, downloadable products, or activated digital goods;
- opened hygiene-sensitive goods, cosmetics, intimate apparel, or health products;
- products marked final sale where such exclusions are lawful; and
- items damaged through misuse, accident, alteration, improper care, or normal wear.
Return process
- Email qinnao525796@outlook.com with the order number, item, reason, and supporting photos or video where relevant.
- Wait for return authorization and the designated return address. The address on a parcel or website may not be the returns facility.
- Pack the item securely with all included materials and ship it within the authorization period using a trackable service.
- Keep the shipping receipt and tracking number until the return is completed.
Return shipping
For preference-based returns, including fit, color, or change of mind, the customer is responsible for return shipping and any non-refundable carrier or customs charges, unless applicable law requires otherwise.
For a verified wrong, damaged, or defective item caused by us, we will offer an appropriate remedy and cover reasonable return costs where a return is required. Contact us before incurring costs; unapproved express or premium shipping may not be reimbursed.
Inspection and refunds
We will inspect the return after receipt and notify you of approval or rejection. Approved refunds are initiated to the original payment method within 5–10 business days. Original outbound shipping is refunded only where required by law or where the return results from our error. Banks and payment providers may take additional time to post funds.
We may reduce a refund to reflect loss in value caused by handling beyond what is reasonably necessary to inspect the product, where permitted by law.
Exchanges
Exchange availability depends on stock. The quickest option may be to return the eligible item and place a new order after approval. Price differences and shipping charges may apply.
Damaged, defective, or incorrect items
Contact us promptly after delivery with clear photos or video of the product, packaging, shipping label, and issue. Keep all packaging while the claim is reviewed. Depending on the circumstances and applicable law, we may offer replacement parts, a replacement, exchange, repair, partial refund, or full refund.
Missing items or packages
For missing items, send photos of the parcel, label, and contents. For a package marked delivered but not received, first check the property, household members, neighbors, carrier notices, and local delivery office, then contact the carrier and us. Claims are assessed using carrier records and other available evidence.
Cancellations and refused delivery
Cancellation may be possible before fulfillment begins. Once fulfillment or shipment begins, cancellation is not guaranteed. Refusing delivery does not automatically qualify for a full refund; resulting carrier, return, customs, or loss charges may be deducted where lawful.
Chargebacks
Please contact us first so we can investigate and try to resolve the issue. This does not limit any lawful right to dispute a transaction with your payment provider.
Mandatory consumer rights
Nothing in this policy limits rights or remedies that cannot be excluded under applicable consumer law, including any statutory cooling-off, conformity, warranty, or remedy rights that apply in your location.
Contact
For return or refund assistance, email qinnao525796@outlook.com. Include your order number and the email address used at checkout.