Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused, in the same condition that you received it, and in the original packaging.
Non‑returnable goods
Several types of goods are exempt from being returned:
Perishable goods (e.g., food, flowers, newspapers or magazines)
Intimate or sanitary goods
Hazardous materials
Flammable liquids or gases
Additional non‑returnable items
Gift cards
Downloadable software products
Some health and personal‑care items
To complete your return, we require a receipt or proof of purchase.
Return Address will be provided in email.
Partial refunds
Partial refunds may be granted in the following situations:
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original condition, damaged or missing parts for reasons not due to our error
Any item returned more than 30 days after delivery
Refunds
Once your return is received and inspected, we will email you to notify you that we have received your returned item and whether your refund is approved or rejected.
If approved, your refund will be processed and a credit automatically applied to your original method of payment within 5-7 Working days.
Late or missing refunds
If you haven’t received a refund yet:
Re‑check your bank account.
Contact your credit‑card company; it may take some time before your refund is officially posted.
Contact your bank; processing time can vary.
If you’ve done all of the above and still have not received your refund, please email us at hey@genzstore.co.uk.
Sale items
Only regular‑priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange for the same item, email hey@genzstore.co.uk and send your item to the return on provided address .
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed or mailed to you.
If the item wasn’t marked as a gift (or was shipped to the gift giver first), the refund will be issued to the gift giver.
Shipping returns
You are responsible for paying your own shipping costs for returning your item. Shipping costs are non‑refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning higher‑value items, consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
