Refund policy

Frequently asked questions about returns and refunds:

What items are returnable? 

• Within 30 days from the date of purchase
• In unused and resalable condition
• In the original packaging with all the tags intact

What items are not returnable? 

 The following items cannot be returned:

• Gift Cards
• Discounted items
• Small Accessories (Stickers, Bracelets, etc.)

The item I received is damaged!

If the purchased product is faulty, reach out to us within 7 days of the delivered date so we can make it right. Faulty product requests received more than 7 days after the delivered date will not be considered.

Can the items be exchanged?

Unfortunately, we do not support exchanges at this time. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

What are the refund options?

The following refund options are supported:

• Refund to the original payment method
• Refund to store credit (if applicable)

How do I ship back the items?

For instructions on how to ship the returned products, refer to the email received after your return request was approved.

How soon will I get my refund?

Once your returned item is received and inspected, you will be notified via an email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 5 - 7 working days after approval. If more than 15 business days have passed since we’ve approved your return, please contact us.

My question is not addressed...

If you have any questions regarding your return or refund, reach out to us at admin@genesisactive.com.