Return & Refund Policy
At Genuelle, we want you to be completely satisfied with your purchase. If for any reason you're not happy with your order, we offer a straightforward and hassle-free return process.
30-Day Easy Returns
You have 30 days from the date of delivery to return eligible items.
To qualify for a return, products must:
- Be unused and unworn
- Be in their original condition
- Include all original packaging, tags, and accessories
- Be returned within 30 days of delivery
Our customer support team is available to assist you throughout the entire return process.
Restocking Fee: £0 — We do not charge any restocking fees.
Return Policy Overview
Return Window
You may return eligible items within 30 days of receiving your order.
Item Condition
Returned items must be unused, in their original condition, and include all original packaging, tags, and accessories.
Easy Returns
Our support team will guide you through each step of the return process to make it as simple as possible.
Restocking Fee
We do not charge any restocking fees on approved returns.
Return Costs
Defective, Damaged, or Incorrect Items
If you receive an incorrect, damaged, or defective product, we will cover the return costs and work with you to provide a suitable resolution.
Change of Mind
If you wish to return an item because you changed your mind, ordered the wrong product, or no longer require it, you will be responsible for the return shipping costs.
Please note that original shipping costs, where applicable, are non-refundable.
How to Return an Item
Step 1: Contact Us
Email our support team with your order number and reason for the return.
Email: support@genuelle.com
Step 2: Prepare Your Package
Carefully repack the item in its original packaging and include any accessories, tags, manuals, or documents that were included with the product.
Step 3: Return the Item
Follow the return instructions provided by our support team and send the package using the recommended shipping method.
Refund Process
Inspection
Once your returned item has been received, we will inspect it to ensure it meets our return requirements.
Refund Timeline
After approval, your refund will be processed to your original payment method.
Please allow up to 7 business days for the refund to appear in your account, depending on your bank or payment provider.
Exchanges
If you would like to exchange an item for a different size, colour, or alternative product, please contact our support team and we'll be happy to assist.
Email: support@genuelle.com