Return & Refund Policy

Effective Date: Dec-24-2025

1. When You Can Request a Return, Exchange or Refund

You may request a return, exchange or refund in the following cases:

• You received a wrong product or wrong quantity.
  
  

• The product arrived damaged or defective (e.g. broken seal, leaking bottle, wrong item shipped, etc.).
  
  

• You received a duplicate order (i.e. more than what you ordered).
  
  

Note: Change-of-mind returns (i.e. you ordered but changed your mind) may be accepted only if the product is unopened, unused and in its original condition — subject to company discretion.

2. Time-Window for Claims

• Report wrong, damaged, defective or duplicate orders within 48 hours (2 days) of delivery.
  
  

• For change-of-mind returns/exchanges (if accepted), request must be made within 7 days of delivery — and return shipment must reach us within [Insert timeframe — e.g. 10 or 15 days].
  
  

3. Return / Exchange Conditions

To be eligible for return/exchange:

• Product must be in original condition, unused/unopened, with original packaging, labels, and invoice/receipt intact.
  
  

• For defective/damaged items: you must send clear photos/videos showing the issue as proof.
  
  

• For wrong/double orders: package and labels must remain intact, and proof (photo/video) must include the delivery slip/address label.
  
  

• For duplicate orders: return all duplicate items.
  
  

Disqualifications:
Rejects or modifications to packaging, visible use, missing labels/invoice, unclear media (photo/video), or claims reported after the allowed time window.

4. How to Initiate a Return / Exchange / Refund

1. Contact us via email or WhatsApp (contact details provided at checkout/confirmation email).
   
   

2. Provide: order number, item(s) to return, reason for return, and — if applicable — supporting photos/videos.
   
   

3. Once approved, return the product to our designated address (we will provide). Use a courier / trackable shipping method.
   
   

4. After inspection — if conditions are met — we will proceed with exchange or refund as per your request.
   
   

5. Refund / Exchange Outcome & Timelines

• Defective / Wrong / Duplicate Items → You may choose either:
  
  

• A replacement (same item) — dispatched once the damaged/wrong parcel is received by us.
  
  

• A full refund — via original payment method (for prepaid) or bank transfer (for COD).
  
  

• Change-of-Mind Returns (if accepted) → Refund or store credit/voucher, at our discretion. Shipping/return-shipping costs for change-of-mind returns are borne by the customer.
  
  

• Estimated processing time: once we receive and inspect the returned package, refund or exchange will be processed within 5–10 business days.
  
  

6. Items Not Eligible for Return / Refund

• Items that are used, damaged by customer after delivery, or not in original condition (including broken seal, removed labels, tampered packaging).
  
  

• Products marked as “Final Sale”, “Clearance”, or “Sale Items” (if we explicitly declare them non-returnable).
  
  

• Promotional gifts given with orders — unless returned along with the main product.
  
  

• Customized, personalized, or made-to-order items (if we specify non-returnable at purchase).
  
  

7. Customer’s Responsibilities

• Ensure you use a trackable courier when returning items. Gennec is not responsible for lost/untracked returns.
  
  

• Return items must be properly packaged to avoid damage in transit.
  
  

• Include all original packaging, labels, invoice, freebies — else return may be rejected.
  
  

• For COD orders: refund to bank account may require you to provide valid bank/IBAN details.
  
  

8. Contact & Support

For any return/refund/exchange requests or questions: