Refund Policy

At Genzey, we are committed to ensuring your satisfaction with our products. If for any reason you are not completely satisfied with your purchase, we offer a hassle-free 15-day return policy to make your shopping experience as enjoyable as possible. Please read the following guidelines to understand our return process:

1. Eligibility:

• Returns are accepted within 15 days from the date of delivery.
• To be eligible for a return, the product must be in its original packaging, and in the same condition as when you received it.
• 1ml, 5ml and 10ml testers are not eligible for returns.

2. Returns Process:

• Contact our customer support team to initiate a return request. Please provide your order number and a brief reason for the return.
• Our customer support team will guide you through the return process.

3. Packaging:

• Ensure that the product is securely packaged in its original box or a suitable replacement to prevent damage during transit.

4. Return Shipping:

• Customers are responsible for the cost of return shipping unless the return is due to an error on our part (e.g., wrong item shipped).
• We recommend using a trackable shipping method to guarantee the safe return of your item.
• The initial shipping charges will be deducted from the amount to be returned.

5. Inspection and Refund:

• Once we receive your returned item, it will be inspected to ensure it meets our return policy criteria.
• If the return is approved, we will process your refund within 5 business days. Refunds will be issued to the original payment method used for the purchase.
• Please note that it may take several business days for the refund to appear in your account, depending on your financial institution.

6. Exclusions:

• We cannot accept returns on used products unless they are damaged or defective.
• Samples, promotional items, and gift cards are non-returnable and non-refundable.
• Returns that do not meet our return policy criteria may be subject to a restocking fee or may be denied.

7. Damaged or Defective Items:

• If you receive a damaged or defective item, please contact our customer support team within 10 days of receiving the product. We will arrange for a replacement or a refund, as appropriate.

8. Customer Support:

• If you have any questions or need assistance with your return, please reach out to our customer support team.

We appreciate your business and value your satisfaction. Our aim is to provide you with the best possible shopping experience. Thank you for choosing Genzey, and we look forward to serving you again in the future.