RETURNS & EXCHANGES
We understand – some purchases just don’t work out. Our 100% guarantee ensures that you can return unused items in their original condition and packaging within 30 days for a free exchange or prompt refund. We simply ask that when you receive an order, you try it on OVER panties or undergarments. We are unable to accept worn items for hygienic reasons. Items worn for longer than 5-10 minutes are considered worn and cannot be returned.
REQUIREMENTS FOR RETURNS/EXCHANGES
All returns and exchanges are subject to quality approval and inspection at our fulfillment personnel. Please take extra care to inspect and test all returned items to ensure they meet these requirements:
All tags attached
No smells other than natural product orders
No animal or pet hair
No stretch marks or permanent wrinkles on items with latex
Within 30 days of the date you received your initial purchase
Refunds will be issued in the same form of payment within 30 days of receiving your return order. Note, shipping charges are non-refundable.
Returns and exchanges that do not meet our policy will not be accepted and will be sent back to the customer.
For hygiene and safety reasons the following items can only be returned within our refund policy or returned for an exchange providing they meet the requirements above in addition to the following criteria. This does not affect your right to return faulty goods.
Posture Corrector should be tried on over underwear. In the interests of safety and hygiene, we may refuse returns where it’s obvious this hasn’t been done. Where an item has a protective adhesive strip it must still be attached upon return.
Items that can’t be returned or exchanged
Most of our items can be returned for a refund or exchange, with the following exceptions:Final Sale; Items marked as ‘Final Sale’ on the product details page are sold “as is” and may not be returned or exchanged. Certain products are excluded from our returns and exchange policy. If this applies it’ll be clearly stated on the product detail page before you purchase.
HOW TO RETURN/EXCHANGE AN ITEM
Please request your return or exchange within 30 days of the date you received your initial purchase to be eligible.
Click here to begin the return/exchange process. Our customer service team will receive your request through this page and will reply with return instructions in 1-2 business days.
We offer international support. If you are located outside the United States, we are still able to refund or replace the item within 30 days of the date you received.
Condition: Buyer will be responsible for return shipping fees. Original shipping will not be refunded.
Exchanges are free at GenkiDirect.com. So if you need a different size, color or something else entirely, Click here to begin the exchange process. Our customer service team will receive your request through this page and will reply with a return label and return instructions in 1-2 business days. The first exchange is free.
If you wish to receive a refund, click here to submit your request for return. Note, Shipping charges are non-refundable. Our customer service team will receive your request through this page and will reply with return instructions in 1-2 business days.
Ship your return package to GenkiDirect.com, processing time will be 5 to 10 business days after we received the return.
Your package is received at our warehouse by the receiving department and is then sorted within two business days of being received.
Our returns/exchanges department processes the request within 5 business days of the package being received.
Returns are forwarded to the returns department for credit processing, which is completed within 5 business days. Note, shipping charges are non-refundable
Exchanges are forwarded to the shipment department, which then ships the replacement garment to you within 1 week of your exchange being processed. At this point, you can no longer make changes to exchange requests.
Please do NOT ship any item back to us without contacting our Customer Support Team and receiving a return instructions from us or your return item will not be processed.
– Items returned in this manner will be returned accordingly to return address.
– If return address is not provided, it will be held until claimed. If not claimed within 1 month, we will assume you have involuntarily given up the ownership of the item(s) and/or relinquish the right to Genki for proper item disposal.
To avoid missing package or having your return unit deposed please contact Customer Support Team and obtain an authorization BEFORE returning any item(s).
We are not liable for any items returned and disposed due to any reason in failing to contact us after the first: initial, second : follow-up and third : final emails & calls sent during the 1 month hold time warning of the unauthorized return and request for your return shipping.
If you are located outside the United States, please view our international orders return/exchange procedures.
I RECEIVED A WRONG/DEFECTIVE ITEM
If the item you received is wrong or defective, we will send you the replacement for free.