Returns & Refunds

Return Eligibility

We accept returns for products that are in their original condition, unused, and undamaged. All returns must include the original packaging, which consists of the Genalle jewelry box, pouch, pouch insert, or any other Genalle jewelry storage packaging used for the product. Any accessories included with the purchase must also be returned.

Exceptions

Custom-made items, personalized products, and engraved jewelry are final sale and cannot be returned or refunded, as these items are specifically tailored to the customer's specifications. Products that have been altered, resized, or customized post-purchase, or items showing signs of wear, damage, or alterations, cannot be returned.

Return Window

Customers must initiate a return within 15 days of receiving their order. The return window starts from the date of delivery, as confirmed by the tracking information.

Return Process

To initiate a return, customers should contact our customer service team at info@mygenalle.com with their order number, a description of the issue, and photographs if the item is damaged or defective. Our team will provide detailed instructions for returning the item. It is recommended to use a trackable shipping service or purchase shipping insurance. We are not responsible for lost or damaged returns and recommend retaining proof of shipping for your records.

Refund Process

Upon receiving and inspecting the returned item, we will notify you via email regarding the approval or rejection of your refund. If approved, a credit will automatically be applied to your original method of payment within 2-3 business days. Refunds will only include the original purchase price and applicable taxes; original shipping charges are non-refundable. Depending on your payment provider, it may take additional time for the refund to reflect in your account.

Return Shipping

Customers are responsible for the cost of return shipping. We do not provide prepaid return shipping labels. For your protection, we recommend using a reliable shipping method that includes tracking and insurance.

Condition of Returns

Returned items must be in new and unused condition, free of any damage, scratches, or signs of wear, and must include all original packaging and documentation as mentioned above. Items that do not meet these criteria may be returned to the customer at their expense without a refund.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us immediately at info@mygenalle.com with your order number and detailed photos of the issue. We will provide a full refund or replacement for items confirmed to be damaged or defective. Reports of such issues must be made within 24 hours of receiving the item to qualify for a refund or replacement.

Restocking Fees

We do not charge restocking fees for returned items that meet our return criteria. However, items returned in a condition that does not meet our return requirements (e.g., missing packaging, showing signs of wear) may be returned to the customer at their expense.