Refund & Returns Policy

At Gentzo, we want every purchase to be a smooth and satisfying experience. If something does not work out, we offer a simple return process to make things easy.

Accepted Returns

We want you to be completely satisfied with your purchase, so we accept returns for eligible defective and non-defective products. To start a return, please contact us at support@gentzo.shop.

Items returned without prior authorization will not be accepted.

Exchanges

We accept exchanges if you decide you would prefer a different item. Simply contact our support team with your order number and the product you are interested in, and we will guide you through the next steps.

Product Condition

For a return to be valid, the product must be in new condition. The item must be unused, stored in its original packaging, and have all tags attached.

Items that arrive defective, damaged, or incorrect are exempt from this requirement. Please contact us with photos within 30 days and we will arrange a solution.

Return Window

You have a 30-day window starting from the date your order was delivered to request a return.

Return Method

All returns must be sent by mail. Once your request is approved, we will provide the return address and instructions for shipping your package.

Return Label

The cost of return shipping is the customer’s responsibility. We recommend choosing a shipping method that includes tracking to ensure your package reaches us safely.

Restocking Fee

We believe in a transparent shopping experience, which is why we do not charge restocking fees.

Refund Time

Once your return is received and inspected, we will issue a refund to your original payment method. Refunds are processed within 7 business days after receiving your return.