Refund policy
Refund & Return Policy
Effective Date: September 18, 2026
Thank you for shopping with us. We want you to be fully satisfied with your purchase. Please read this policy carefully to understand your rights and our process for returns, exchanges, and refunds.
1. Return Window
You have 30 days from the date you receive your item to request a return. After 30 days have passed since delivery, we unfortunately cannot offer a refund or exchange.
2. Return Eligibility
To be eligible for a return, your item must meet all of the following conditions:
- In the same condition as received, unworn, unused, and unwashed
- All original tags attached
- In its original packaging
- Accompanied by proof of purchase (order number, receipt, or confirmation email)
Items that are damaged, altered, or show signs of use may be refused or subject to a partial refund at our discretion.
3. How to Start a Return
To initiate a return, contact us at ecomgenzee@gmail.com with your order number and reason for return. We will review your request and respond with return approval and instructions within 2–3 business days.
Please do not send items back without prior approval — unauthorized returns sent directly to our warehouse without a return request will not be accepted or refunded.
Once approved, items should be shipped to our fulfillment warehouse:
Returns Processing Address:
235 Boyd Ave Fl 1
Jersey City, NJ 07304
United States
Note: Our registered UK business address (124 City Road, London EC1V 2NX, UK) is used for company/privacy correspondence only and is not a returns location.
4. Return Shipping Costs
- Customer-initiated returns (change of mind, wrong size, etc.): return shipping is the customer's responsibility.
- Faulty, damaged, or incorrect items: we will provide a prepaid return shipping label at no cost to you.
5. Damages, Defects & Incorrect Orders
Please inspect your order as soon as it arrives. If an item is defective, damaged in transit, or not what you ordered, contact us immediately at ecomgenzee@gmail.com with your order number and photos of the issue. We will evaluate the problem and arrange a replacement, refund, or repair as appropriate — at no extra cost to you.
6. Non-Returnable Items
For hygiene, safety, and practicality reasons, the following items cannot be returned:
- Perishable goods (food, flowers, plants)
- Custom, personalized, or made-to-order items
- Personal care items, fragrances, and skincare products — unless unopened and in original sealed packaging
- Hazardous materials, flammable liquids, or compressed gases
- Gift cards
These exceptions do not apply if the item arrived faulty, damaged, incorrect, or significantly not as described — in such cases, you are always entitled to a resolution.
Sale and discounted items are eligible for return provided they meet the standard eligibility criteria above.
7. Exchanges
We do not process direct exchanges. To get a different size, color, or item, please return your original item for a refund and place a new order separately — this ensures the fastest turnaround.
8. Refund Process
Once we receive and inspect your returned item, we will notify you by email of the approval status of your refund.
- If approved: your refund will be issued to your original payment method within 10 business days. Please note your bank or card issuer may take additional time to post the funds to your account.
- If declined: we will explain the reason and discuss possible alternatives with you.
If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at ecomgenzee@gmail.com.
9. Order Cancellations
If you need to cancel an order, please contact us as soon as possible. Orders that have not yet shipped can typically be canceled for a full refund; orders already shipped will need to follow the standard return process above.
10. Contact Us
For any questions about returns, refunds, or this policy, reach out to us at: