REFUNDS AND RETURNS POLICY

RETURNS

GENUORA is pleased to offer a 14-day return policy from the day the package is delivered to you. Returns that are shipped back after the 14-day policy will be rejected and shipped back to your original dispatch address. Any returns after the 14-day return policy are subject to a restocking fee of 20% and/or rejection.

For defects and wrongfully shipped items, you must contact GENUORA by emailing support@genuora.com within 14 days. Such emails should include the date of purchase and photographic evidence. In any such cases, GENUORA will provide you a return label to have the defective/wrong item shipped back to us.

You will cover the cost of return shipment and should ship the item back with an active tracking number.

All returns need to be shipped back with FedEx, UPS or DHL. Due to long delivery time, we do not accept any local postal service. You are responsible for any returns that incur customs charges. These will either be charged by invoice or deducted from your original refund. To offer faster refunds, we recommend selecting the option of paying all customs duties.

All returns must be in perfect original condition as the original shipment, including any original attachments such as tags, box, or dust bag. We reserve the right to refuse returns if the item(s) have been worn, washed, or used with scent. For declined returns, the order will be shipped back to you and additional shipping charges will be invoiced.

Several types of goods are exempt from being returned. Products such as underwear, swimwear, and lingerie are not eligible for return for hygienic reasons.

To complete your return, we require a receipt or proof of purchase. Please do not send your item(s) back to the manufacturer.

REFUNDS (IF APPLICABLE)

Returns take approximately 7–10 business days to process once they reach our facility. Once your return is processed and your refund is issued, you will receive a refund confirmation email. Refunds may take several business days to appear on your credit card statement depending on your financial institution.

Once your return is received and inspected, we will notify you via email regarding approval or rejection of your refund.

If approved, your refund will be processed and automatically applied to your original method of payment within a certain number of days.

LATE OR MISSING REFUNDS (IF APPLICABLE)

If you haven't received a refund yet, first check your bank account. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. There is often processing time before a refund is posted.

If you have completed all of the above steps and still have not received your refund, please contact us at support@genuora.com.

EXCHANGES (IF APPLICABLE)

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please contact us at support@genuora.com.

SHIPPING

To return your product, please email support@genuora.com and we will provide the next steps. You will be responsible for paying your own return shipping costs unless the item is defective or damaged. Shipping costs are non-refundable.

All returns must be shipped using FedEx, UPS, or DHL. Due to long delivery times, local postal services are not accepted.

If a refund is issued, the return shipping cost will be deducted from your refund unless return shipping is covered by the customer. Alternatively, we can process the return and deduct the final cost from your refund upon request.

Depending on your location, delivery times for exchanged items may vary. When returning items, you must use a trackable shipping service or purchase shipping insurance. We do not guarantee receipt of returned items without proof of delivery.