REFUND AND RETURN POLICY

Non-Returnable Items:

Items under categories such as cosmetics, crystals, clothing, and nutraceuticals are non-returnable.

Returns or exchanges will NOT be accepted for the following reasons:
- Personal dislike
- Minor imperfections
- Packaging concerns
- Slight color differences
- Size variations
Please review product details, images, descriptions, benefits, ingredients, and size charts carefully before purchasing.
Genze is NOT responsible for any damage that occurs after product delivery.
To claim issues such as missing items, leakage, breakage, damage, or incorrect products, an unboxing video with the original packaging is mandatory.
Unboxing Video Guidelines:
1. Upon receiving your order, record an unboxing video from the sealed package.
2. Carefully unbox and display all contents.
3. Highlight any issues and share the video with our customer support team at care@genze.com for a smooth resolution.
4. Claims without an unboxing video will NOT be processed.
Refunds or replacements (subject to approval) will only be issued for products that are out of stock, damaged, missing, or received incorrectly.
If your order is not delivered within 15 days of placement, you may request a refund for the paid amount.
Damage due to negligence, improper use, or incorrect application is not covered under this policy.
Customers with specific sensitivities should conduct a patch test before using the product.

To claim a refund, contact our support team at care@genze.com with necessary images and videos related to your claim.
If a package appears tampered with, damaged, or defective upon delivery, refuse to accept it from the delivery partner immediately.
If your order is marked as delivered but you haven’t received it within 48 hours, contact our customer support. Refund requests beyond this period will NOT be entertained.
Delivery charges are non-refundable.
Refund amounts do NOT include any discounts applied at the time of order placement.
Refunds for Cash on Delivery (COD) orders will be processed via bank transfer.
Refund requests must be made within 24 hours of order delivery with all required details.
Approved refunds will be processed within 15 days to the original payment method.

Excessive refund requests from a single customer or misuse of the refund system (e.g., claiming non-receipt despite tracking confirmation) may lead to account suspension.

Refund claims on counterfeit or fake products purchased from unauthorized vendors will not be entertained.
Be cautious of imitation products with similar packaging.

CANCELLATION POLICY

Orders can be canceled as long as their status remains ‘Unfulfilled’.
To cancel, contact our support team (Monday to Saturday, 10 AM – 6 PM at care@glenze.com).
For prepaid orders, refunds will be issued within 15 days of cancellation approval.
COD orders are NOT eligible for refunds in case of cancellation or Return-to-Origin (RTO).
Once an order is in production, shipped, or dispatched, it cannot be canceled.
Genze reserves the right to cancel any order at any time without prior notice.

Size & Fit Disclaimer – Please refer to the size chart carefully before placing an order. Returns/exchanges due to size issues are NOT accepted.
Print & Color Variation – Due to the print-on-demand process, slight variations in color, placement, or intensity may occur.
No Cancellations After Processing – Once an order is in production, it cannot be canceled, changed, or refunded as each item is custom-made.
Mockups Are Representations – The final product may slightly differ from digital previews due to screen variations and printing processes.
No Returns for Buyer’s Remorse – Since every order is custom-made, we do not accept returns/exchanges unless the product is defective or damaged.