At Genie Wall, we are committed to ensuring your satisfaction with your purchase. If you need to return an item or request a refund, please review our policy below to understand the process for different scenarios.

1. General Return & Refund Policy

• Eligibility for Returns: Items can be returned within 30 days of receipt for a full refund or exchange, provided they are in their original condition, unused, and in the original packaging.

• Return Process: To initiate a return, please contact our customer service team at [email protected] to receive a Return Authorization Number (RAN). This number must be included in the return package.

2. Return & Refund Scenarios

A. Defective or Damaged Items

• Return Process: If you receive an item that is defective or damaged, please contact us within 7 days of receiving the product. Provide a detailed description of the issue and include photos of the damaged item and packaging.

• Refund or Replacement: Upon verification, we will offer a full refund or send a replacement item, depending on your preference. We will cover the cost of return shipping for defective or damaged items.

B. Incorrect Item Received

• Return Process: If you receive an item that is not what you ordered, contact us within 7 days of receiving the product. Include a description of the error and photos of the item received.

• Refund or Replacement: Once we verify the error, we will arrange for a return of the incorrect item and send the correct product. We will cover the cost of return shipping for incorrect items.

C. Item Not Received

• Claim Process: If your order does not arrive within the expected delivery time, please contact us at [email protected]. Provide your order number and details about the missing shipment.

• Resolution: We will investigate the issue with the carrier and offer a resolution, which may include a replacement item or a full refund, depending on the circumstances.

D. Order Cancellation

• Cancellation Policy: Orders can be canceled within 24 hours of placement for a full refund. After 24 hours, cancellations are subject to our return policy.

• Refund Process: If you cancel your order within the allowed time frame, your refund will be processed within 5-7 business days after cancellation.

E. Returns After 30 Days

• Eligibility: Returns requested after 30 days from the date of receipt are not eligible for a refund but may be considered for store credit at our discretion.

• Return Process: Contact us to discuss options for returns after the 30-day period. Store credit will be issued once the return is received and inspected.

3. Refund Processing

• Refund Timeline: Once a return is received and inspected, refunds are processed within 5-7 business days. The refund will be issued to the original payment method.

• Shipping Costs: Original shipping costs are non-refundable, except in cases where we are at fault for the issue with your order.

4. Contact Us

For any questions or to initiate a return or refund, please contact us:

• Email: [email protected]

Thank you for shopping with Genie Wall. We are dedicated to providing excellent customer service and ensuring your satisfaction with every purchase.