At Genesis Store, we strive to provide our customers with high-quality fashion and an exceptional shopping experience. However, we understand that there may be situations where you need to cancel an order or request a replacement. Please read our policy carefully to ensure a smooth resolution.

1. Order Cancellation Policy

1.1 Before Shipment

Orders can be cancelled within 24 hours of placement without any charges.

To cancel your order, please email us at admin@thegenesis.store with your order details.

If your order has been processed for dispatch, cancellation may not be possible.

1.2 After Shipment

Once an order has been shipped, it cannot be cancelled.

If you no longer wish to keep the order, you may refuse delivery, and a refund (excluding shipping costs) will be processed once the package is returned to us.

2. Replacement Policy

We offer replacements under the following conditions:

2.1 Defective or Damaged Products

If you receive a damaged or defective product, you must report it within 48 hours of delivery by emailing admin@thegenesis.store with photos/videos of the issue.

After verification, we will provide a replacement or a store credit.

2.2 Wrong Product Received

If you receive an incorrect item, contact us within 48 hours of delivery.

We will arrange for the correct item to be sent and provide instructions for returning the wrong item.

2.3 Non-Eligible Items for Replacement

• Personalized or custom-made products.
• Items that have been worn, washed, or altered.
• Items returned after the replacement request window.

3. Replacement Process

Initiate Request – Email admin@thegenesis.store with your order details and reason for replacement.

Verification – Our team will review your request and respond within 2-3 business days.

Return Instructions – If approved, we will provide return instructions.

Processing & Dispatch – Once we receive the returned item, we will process the replacement within 5-7 business days.

4. Refunds & Store Credit

Refunds are only issued if a replacement is unavailable.

Refunds are processed within 7-10 business days of approval.

Store credit may be offered as an alternative for faster resolution.

For any queries or assistance, please contact us at admin@thegenesis.store. Our customer service team is happy to help!