Refund policy
At GenioGoods, we want every customer to enjoy a clear, fair and transparent shopping experience.
Most GenioGoods products are made on demand. This means each item is produced after an order is placed, helping us reduce waste, avoid unnecessary overproduction and create products with care.
Because our products are made on demand, returns are handled according to the rules below and may vary depending on the country where the order is delivered. Mandatory consumer rights in your country remain unaffected by this policy.
Return windows by country
European Union, United Kingdom, United States and Japan
Customers may request a return within 14 days of receiving their order, unless a longer mandatory period applies under local law.
For orders containing several items delivered separately, the 14-day period starts from the day the last item in the order is delivered.
Returned items must be unused, unworn, unwashed and in their original condition.
For returns due to change of mind, incorrect size selection, color preference or similar reasons, the customer is responsible for the return shipping cost, unless local law requires otherwise.
Brazil
For orders delivered to Brazil, customers may request a return within 7 calendar days of receiving the order, in accordance with Brazilian consumer protection rules.
Returned items should be unused, unworn, unwashed and in their original condition, unless local mandatory consumer protection rules provide otherwise.
If a return is approved under the 7-day right of withdrawal, GenioGoods will provide return instructions and handle the return in accordance with applicable Brazilian consumer protection rules.
EU right of withdrawal
If you are a consumer in the European Union, you may have the legal right to withdraw from your online purchase within 14 days of receiving your order, without giving a reason.
If your order contains several items delivered separately, the withdrawal period starts from the day you receive the last item in your order.
EU customers can exercise this right through our Right of Withdrawal page, where the withdrawal request form is available without logging in to a customer account.
After submitting the form, you will receive a confirmation of receipt by email.
Submitting a withdrawal request does not automatically mean that every product is eligible for withdrawal. Requests are reviewed according to applicable consumer protection rules, product type and order details.
Personalized products made according to the customer’s specifications or clearly personalized may be excluded from the 14-day right of withdrawal, unless they arrive defective, damaged, incorrect or not as described.
For full details and to submit a withdrawal request, please visit our Right of Withdrawal page.
Made-to-order and personalized products
GenioGoods apparel products are produced on demand after an order is placed.
Standard made-to-order products may be eligible for return or withdrawal within the applicable return window if they meet the conditions in this policy.
Personalized or customer-customized products may not be eligible for return or withdrawal unless they arrive defective, damaged, incorrect or not as described.
This includes items created or customized with customer-specific names, text, dates, numbers, images, artwork, phrases, design changes or other custom personalization.
Please check all personalization details carefully before placing your order.
Defective, damaged or incorrect items
We will gladly review your order if an item arrives:
- defective
- damaged during transit
- incorrect
- with the wrong design, size, color or product compared with your order confirmation
Please contact us as soon as possible after delivery and include clear photos of the issue so our team can review your request quickly.
If the issue is approved, we will offer one of the following solutions:
- a free replacement
- a refund
- another appropriate solution depending on the case
For approved defective, damaged or incorrect items, GenioGoods covers the cost of the replacement or return where required.
Return conditions
To be eligible for a standard return, the item must be:
- unused
- unworn
- unwashed
- in its original condition
- returned within the applicable return window
- reviewed by our support team before being sent back
Items returned without prior authorization or return instructions may not be accepted, unless mandatory consumer protection law requires otherwise.
Non-returnable items
The following items cannot be returned unless they arrive defective, damaged, incorrect or not as described:
- personalized or customer-customized products
- items that have been used, worn, washed or damaged after delivery
- items returned without prior authorization or return instructions
- gift cards
- promotional vouchers or digital codes
This does not affect any mandatory consumer rights that may apply in your country.
Size, color and product selection
Please check the product details, size guide and color options carefully before placing your order.
If you ordered the wrong size, selected the wrong color or changed your mind, you may request a return within the applicable return window, provided the item is unused, unworn, unwashed and in its original condition.
Return shipping costs for these cases are the customer’s responsibility, unless local law requires otherwise.
Exchanges
Because our products are made on demand, we do not offer direct exchanges.
If your return is approved, you may place a new order for the preferred size, color or product after your return request has been reviewed.
Cancellations
Customers may request a cancellation before an order is fulfilled, where the cancellation option is available through the customer account or order status page.
Because GenioGoods products are made on demand through a production partner, cancellation requests are reviewed according to the status of the order. A cancellation may not be possible if the order has already entered production, processing or preparation for shipment, even if the order has not yet been marked as fulfilled in Shopify.
Cancellation rules apply before fulfillment. Returns, refunds and EU right of withdrawal requests are handled separately under this policy and, where applicable, through our Right of Withdrawal page.
How to request a return, refund, cancellation or withdrawal
Customers may submit eligible return or cancellation requests through their customer account or order status page where available.
Customers can access self-serve return and cancellation requests through the Returns and cancellations link in the store footer or through their customer account.
You can also contact us at:
Please include:
- your order number
- the email address used at checkout
- a short explanation of your request
- clear photos if the item is defective, damaged or incorrect
For EU right of withdrawal requests, you can also use our Right of Withdrawal page.
EU right of withdrawal requests do not require you to give a reason. To help us identify your order correctly, please provide your name, email address, order number and the product or order details requested in the form.
Our team will review your request and reply with the next steps.
Please do not send any item back before receiving return instructions from our support team, unless mandatory consumer protection law requires otherwise.
Refunds
Once your return is received and approved, or once your refund request is approved for a defective, damaged or incorrect item, we will process the refund to the original payment method.
For EU withdrawal requests, we will process the refund within 14 days from the day we are informed of your decision to withdraw. However, we may withhold the refund until we have received the goods back or until you have provided proof of return shipment, whichever happens first.
For other approved returns, refunds are usually issued within 14 days after the returned item is received or after the refund request is approved, depending on the case.
Your bank, card provider or payment service may take additional time to make the refund visible in your account.
Where required by applicable law, the original standard shipping cost will also be refunded. Extra costs for upgraded shipping methods may not be refundable unless required by law.
Return shipping costs
For change-of-mind returns, incorrect size selection, color preference or similar reasons, the customer is responsible for return shipping costs, unless local law requires otherwise.
For approved defective, damaged or incorrect items, GenioGoods covers the cost of the replacement or return where required.
For EU right of withdrawal requests, customers are responsible for the direct cost of returning the goods in the case of a standard withdrawal, unless the product is defective, damaged, incorrect or not as described, or unless applicable law requires otherwise.
For Brazil, return shipping will be handled in accordance with applicable Brazilian consumer protection rules.
International returns
Return conditions may vary depending on the delivery country and applicable consumer protection rules.
If your country has specific mandatory consumer rights, those rights remain unaffected by this policy.
Need help?
If you have questions about a return, refund, cancellation, withdrawal request or replacement, contact us anytime at:
You can also reach us through our Contact page. We’re here to help and will guide you through the process clearly and respectfully.
Data protection
Your personal data is used only to process your return, refund, cancellation, withdrawal or replacement request, in accordance with our Privacy Policy and applicable data protection laws, including the GDPR where applicable.
For more details, please review our Privacy Policy.
