At GenimPicks, we carefully handcraft every product with love, patience, and attention to detail. Because each piece is handmade, you may notice small variations in stitching, shape, colour, or finish. These natural handmade variations are part of what makes each creation unique and are not considered defects.
Before dispatch, we carefully inspect every order and securely pack it to help ensure it reaches you safely. However, if your product arrives damaged or defective, we’re here to help.
At Genimpicks, many of our products are handmade or custom-made with care. Please read our return and refund policy below:
Order Cancellation
Before Production Begins: Orders cancelled before we start processing or crafting your item are eligible for a refund. Please note that payment gateway or transaction fees, if applicable, will be deducted from the refund amount.
After Production Begins: Once the processing, crafting, or customization of your product has started, cancellations are not accepted, and no refund will be issued.
Completed & Shipped Orders: Orders that have already been completed or shipped are not eligible for cancellation or refund.
No Returns
As our products are handmade and, in many cases, custom-made especially for you, we do not accept returns or exchanges once an order has been dispatched.
We kindly request you to review your product details, size, colour, and customisation requirements carefully before placing your order.
Damaged Package at the Time of Delivery
If your package looks damaged, opened, or tampered with when it arrives, please do not accept the parcel.
Take clear photographs of the damaged package and contact us immediately with your order details. This allows us to review the issue and guide you through the next steps.
If you have already accepted the parcel and discover that the product inside is damaged, please contact us within 24 hours of delivery. In addition, please provide a clear and continuous unboxing video showing the package opening and the damaged product.
24-Hour Return & Exchange Window
If your product arrives damaged or defective, please contact us within 24 hours of receiving your order.
To help us understand the issue clearly, a clear and continuous unboxing video is required for all damage-related return or exchange requests. The video should show:
- The package while it is still unopened
- The complete opening of the package
- The product immediately after removing it from the package
Therefore, please make sure you record the entire unboxing process in one continuous video before handling or using the product.
What We Cannot Accept for Return
Since our products are handmade specifically with care, we cannot accept returns or exchanges for:
- Change of mind
- Personal preference
- Colour or design preference
- Incorrect size selection
For this reason, we recommend checking the product details, measurements, colours, and specifications carefully before placing your order.
Approved Returns & Refunds
If we approve your return or exchange request, our team will provide you with the return instructions.
Once your return has been approved, you will need to ship the product back to us through a courier service. After shipping the package, please share the courier tracking details with our team.
Once we receive the returned product, we will carefully inspect it. If everything meets the approved return conditions, we will then initiate your refund to the original payment method. Please note that the applicable transaction fee will be deducted from the refund amount.
Please do not send any product back without receiving prior approval from the GenimPicks team. Returns sent without prior notification and approval may not be accepted, and GenimPicks will not be responsible for such returns.
How to Raise a Return Request
If you receive a damaged or defective product, please follow these steps:
- Contact us within 24 hours of receiving your order.
- Share your order details so we can quickly identify your purchase.
- Send a clear, continuous unboxing video showing the unopened package, opening of the parcel, and the product inside.
- Wait for our team to review your request and provide approval and further instructions.
- If approved, ship the product back using the return instructions provided by our team.
- Share your courier tracking details with us after dispatching the return.
Finally, once we receive and inspect the product, we’ll process the approved refund to your original payment method.
Need Help?
For any questions or to report a damaged or defective product, please contact us at genimpicks@gmail.com or buy@genimpicks.com within 24 hours of delivery.
We understand that receiving a handmade creation should be a lovely experience. So, if something isn’t right with your order, please reach out to us promptly and we’ll do our best to guide you through the process. 🤍
Thank you for supporting handmade and being part of the GenimPicks journey. 💗