Made-to-order (POD) products
For made-to-order products that are lawfully excluded from change-of-mind returns, the restrictions disclosed and confirmed before purchase apply. Quality defects, incorrect or missing items and goods that do not match the order remain eligible for remedies under applicable law.
Return & Exchange Conditions
• Items returned without our prior authorization will not be accepted.
• Submit eligible return requests within the applicable period and return the goods to the address and within the time confirmed by customer service.
• All items must be in the same condition in which you received them: unworn or unused, with tags attached, and in the original packaging. You must also provide the receipt or proof of purchase.
• When returning or exchanging items, you must use a shipping method that provides tracking information.
Non-returnable items
• Sale items are subject to the applicable returns rules; a discount alone does not remove your after-sales rights.
• Damage or loss caused by the customer is non-refundable.
General Return Process
• Start a return: email us at support@genkios.com with photos and/or videos of the item(s) and your order number. Our team will review eligibility within 3 business days.
• Ship the item back: if your return is approved, we will provide the return address and instructions. (Items returned without authorization will not be accepted.) We recommend a tracked and, where available, signed-for service; we are not responsible for loss in transit of return or exchange shipments.
• Refund or exchange: after we receive your return, we will inspect it within 3–5 business days, then process a replacement or issue a refund.
Return shipping charges
• If the return is due to our error (e.g. wrong item shipped, product quality issues), we will provide a full refund and cover the return shipping cost.
• If the return is due to the customer (e.g. change of mind, wrong product or size selected), the customer is responsible for return shipping.
• No restocking fee will be charged to consumers for product returns.
Refunds
• After your return is received and inspected, we will notify you whether your refund is approved. If approved, the refund will be made to the original payment method within 2–3 business days.
• If you have not received a refund after 2–3 business days, check your account again, then contact your bank or card issuer, as it may take additional time to post. If the issue remains, contact us at support@genkios.com.
Refunds and necessary shipping costs caused by defects, incorrect goods or other faults on our part are handled by us under applicable law. Other shipping costs follow applicable law and the terms disclosed before purchase.
Order cancellations
• We may cancel your order if you contact us promptly after purchase. If your payment has completed and the package has not shipped, you can cancel before dispatch and we will refund you in full.
• Orders cannot be cancelled after the package has been shipped.
Contact
Email: support@genkios.com
Tel: 400-006-5266
Address: Unit 1019B, 10/F, Li Wai Building, 61–63 King Yip Street, Kwun Tong, Kowloon, Hong Kong