By placing an order, you have confirmed that you have read, understood and accepted these following policies.
Restocking Fee:
No Fee
Returns
We accept return on products which were shipped out by us and if the item is faulty due to an error on our end (e.g. wrong item or damaged item).
In case the customer is not satisfied with the purchased product, he or she can return it within 35 days from the date the order was shipped, along with product images, returned package tracking information, and shipping costs. will be paid by the customer.
Item(s) must be returned together with proof of purchase.
To complete your return, we require a receipt or proof of purchase. Please contact our support team via support@genzsneakers.com for more information.
Please be informed that you have to pay the return shipping fee.
Exchanges (if applicable)
We only replace items if they are defective or damaged or our faults in production and shipping. If you need to exchange it for the same item, send us an email at support@genzsneakes.com. Our customer service team will review your claim. If your claim is approved, we will provide you with a return address.
WHICH EVIDENCE SHOULD I SUBMIT FOR REPLACEMENT?
Submitting all pieces of evidence to clarify shipping/product error is very important to our return/replacement process. Please note that all required pictures must be sent. Otherwise, we cannot provide return/replacement items.
Wrong product shipped
Please send some pictures as proof, which include:
- Picture of the wrong product you received
- Picture of the shipping label.
Size issue (For Footwear products)
Please send the picture as proof:
- Picture of the shipping label.
- Photo measure the size of the product with a ruler.
- The tag size on the outsole
- The length of the insole measured by a ruler (as the image below)
- Picture of the product you received
CANCELLATIONS
If you change your mind about your purchase, please sending us an email to support@genzsneakes.com and provide your order number and the modification you would like to make. We’ll confirm once the modification or cancellation has been made.
Your order is only eligible to be cancelled and modified within 02 hours of placing the order. After that time, the order is locked for processing and can no longer be cancelled.
Please be informed that a management and transaction fee (20% of your total order value) will be applied for the cancellation.
NOTE: Please keep in mind that purchasing means accepting all the terms mentioned above.