RETURN & REFUND POLICY

When you place an order in our store, you are confirmed to read, understand and agree with all of our policies.

Returns are available if initiated within five (5) days from the date showing delivered status successfully on the carrier’s system. You must email our customer service within 5 days to request the return/refund. Any claims made after 5 days will NOT be accepted.

Return conditions

If your product is damaged or defective, please kindly email us with the subject line “Return: Damage or Defective item with your order number” along with a photograph so we look into this matter further and reach the final solution as soon as possible.

The return policy will only apply to damaged items or products that have any manufacturing problems. We will not make any refunds or changes once the product has been successfully delivered in normal conditions.

All the requests for returns and refunds only applied in this situation below:

– The product has to buy from our store (Transaction invoice or Shipping label and Proof images is required)

– The return/refund policy only applies to the wrong, damaged or defective product.

– All items must be returned in their original condition; it is new, unworn, or unused in their original package, including packaging materials, accessories (if any).

We will not accept the return/exchange request in the following cases:

– Changing the decision.

– The used products.

– Losing the attached accessories.

– Size/color is correct as of the original order

– The product is an attached gift.

– The products which are applied for promotion programs. 

Note: The return request must be the consent of the store representative. Please be informed that you have to pay the return shipping fee.

Kindly go to the section Contact Us or Submit a ticket via this portal if you meet any problem with the delivered item.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5-7 days.

Late or missing refunds (if applicable)

Please check with your bank if you do not receive the refund after our confirmation email (normally it takes 5 – 7 days depending on which bank your account is linked to).

If you try all the ways to check your account and still do not receive the refund, please contact us via support@genkeipte.com

Cancellation

Cancellation is approved within the first 6 hours of purchasing time and we can only give you a refund of 90% of the order’s value. Please be informed that a management, processing, and transaction fee (10% of your total order value) will be applied for the cancellation. After 6 hours, your order will be automatically archived and sent to the warehouse for the process of stocking, packaging, and shipment. No one can cancel your order once it is being processed already. 

In some special cases, the customer makes a cancellation request after 6 hours within the same day they purchase, only 70% of the order’s value will be refunded as your order has been processed, the rest is for labor costs, material costs, and packaging fees.

Full refund only applies for :

+ Cancellation within 1h;

+ Switching order. For this case, please inform us via email support@genkeipte.com within 24 hours, we will assist you.

Order revision

After you place an order, we will give you 12 hours to revise it so if you would like to change any information in your order, make sure that you contact us before 12 hours have passed. 

Besides, if you realized  that you ordered the wrong product and would like to re-order, email us immediately via our support email support@genkeipte.com within 12 hours from the purchasing time. 

In case you would like to change the variant you ordered, you need to inform us:

– The new order has the same price as the old order, we will assist you to change it on our system

– The new order has a lower price than the old order, we will assist you to change it on our system and refund the rest of the order’s amount you paid to your account in 5-7 days (depending on your bank)

– The new order has a higher price than the old order, so we will cancel your previous order and give you a discount code with the same amount as your previous order so that you can reorder.

We would appreciate it if you could tell us the reason for the cancellation. It will help us so much to improve our products and services.