Refund policy

 

At GENOA, we want you to love every piece you wear. If you're not completely satisfied with your purchase, we're here to help.

Exchange & Return Window

You may request an exchange or return within 7 days of receiving your order.
Requests submitted after this period cannot be accepted.

Eligibility

To qualify for an exchange or return:

  • The requested item must be available in stock.

  • The item must be unworn, unused, unwashed, and in its original condition.

  • All original tags, labels, and packaging must remain intact.

  • You may inspect your order while the courier waits; however, the item must remain in its original condition if you wish to exchange or return it.

Sale Items

Items purchased during promotional periods or sales are final sale and are not eligible for exchange or refund.

During sale periods:

  • No exchanges or refunds are accepted.

  • Orders cannot be partially delivered.

  • Items cannot be inspected at the door before acceptance.

Shipping Fees

Customers are responsible for all shipping costs related to exchanges or returns.

This includes:

  • Return shipping fees.

  • Shipping fees for sending the exchanged item.

Shipping charges are non-refundable.

Processing Time

Once your returned item has been received and approved, exchanges or refunds are typically processed within 3–5 business days.

How to Request an Exchange or Return

To start an exchange or return request, please contact us within 7 days of receiving your order through our social media direct messages or customer support.

Our team will guide you through the next steps and provide all necessary instructions.

Thank you for choosing GENOA.

We appreciate your trust and are committed to delivering a premium shopping experience with every order.