Refund and Returns Policy

At Genzy America, we strive to ensure a smooth and transparent experience for our valued customers. Because our products are Print on Demand meaning each item is custom-made specifically for you our return and exchange policies differ from traditional retail stores.

We are committed to your satisfaction and offer a 15-day return and exchange window for qualifying items.

Key Policy Rules

  • Minimum Value Requirement: To maintain our commitment to quality and sustainability, items priced below $50 USD are not eligible for returns, refunds, or exchanges.

  • Custom Nature of POD: Since items are printed only after an order is placed, we do not accept returns or refunds for confirmed sizes or "change of mind" once the production process has begun.

  • Time Limit: No returns or refund requests will be accepted after the 15-day window from the date of delivery has elapsed.

  • Handmade Variance: Please note that because our products involve manual printing processes, slight variations in placement or finishing may occur. We do not accept refunds based on minor artisanal variations.

Return & Exchange Process

If you have received a defective or damaged item, please follow these steps:

  1. Contact Us: Email us at [Your Support Email] or call +1 406-308-7409 with your order number and photos of the defect.

  2. RMA Number: We will provide you with a Return Merchandise Authorization (RMA) number. Please note that we cannot accept returns without a valid RMA.

  3. Inspection: Once the merchandise is received at our Montana office and inspected, we will notify you regarding the approval or rejection of your refund or exchange.

Guidelines for Returns

  • Condition: Returned items MUST be unused, in their original condition and packaging, with all tags and labels attached.

  • Shipping Costs: Customers are responsible for all return shipping charges unless the item received is significantly different from the description or arrived damaged.

  • Sizing: We provide detailed size charts for all our products. Genzy America is not responsible for returns or exchanges resulting from the selection of an incorrect size by the buyer.

Refund Options

If a refund is approved, it will be processed using the original method of payment. Alternatively, we offer:

  • Store Credit: A gift certificate for your next purchase.

  • Discounted Replacement: A significant discount on a replacement item.

Non-Refundable Items

  • Items priced below $50 USD.

  • Custom-made or personalized designs.

  • Items purchased during a "Grand Sale" or promotional period.

  • Shipping costs are non-refundable. In cases of "change of mind" (where applicable), a restocking fee equivalent to the original shipping cost (ranging from $18 to $54 depending on location) will be deducted from the refund, even if the item originally qualified for free shipping.