Refund policy

At GENMALL, we aim to provide a reliable shopping experience. Please review product descriptions, images, and size information carefully before placing an order.

1. Return Eligibility

A return or replacement request may be considered if:

  • You receive a damaged product.

  • You receive a defective product.

  • You receive a product different from the one you ordered.

Except where required by applicable law, successfully delivered products are generally not eligible for return for reasons unrelated to damage, defects, or incorrect fulfilment.

2. Reporting an Issue

Please contact us within 48 hours of delivery if your product is damaged, defective, or incorrect.

Include the following details:

  • Order number.

  • Clear photographs of the product.

  • Photographs of the packaging, where available.

  • A brief explanation of the issue.

Our support team will review the request and may ask for additional information. Requests reported after 48 hours may be more difficult to verify and may not qualify under this policy, subject to applicable consumer rights.

3. Verification and Replacement

After reviewing your claim, we will inform you of the appropriate resolution. If approved, we may offer a replacement of the same product or a similar product of comparable value, subject to availability and your agreement where appropriate.

If a suitable replacement cannot be provided, a refund may be arranged where applicable.

4. Refund Eligibility

Refunds may be considered in circumstances such as:

  • A prepaid order is cancelled by GENMALL before dispatch.

  • A product becomes unavailable after payment.

  • The delivery location is not serviceable.

  • An approved damaged, defective, or incorrect product cannot be replaced.

Refunds will generally be issued to the original payment method, subject to the payment provider's procedures.

5. Refund Processing Time

Approved refunds are generally processed within 5–10 business days. The time taken for the amount to appear in your account depends on your bank or payment provider.

6. Order Cancellation

You may request cancellation within 3 hours of placing an order, provided the order has not entered processing or been dispatched.

Once an order has been processed or shipped, cancellation may not be possible. Please contact customer support promptly to check your order status.

If a cancellation is approved, any eligible refund will be initiated according to this policy.

7. Non-Returnable Situations

Except where required by applicable law or where a product is damaged, defective, or incorrect, returns or refunds generally will not be accepted for:

  • Change of mind after purchase.

  • Incorrect size selected by the customer where the correct item was supplied.

  • Preference for a different colour, design, or style.

  • Minor colour variations caused by screen settings or lighting.

  • Minor differences in stitching, texture, or finishing that do not materially affect the product.

  • Products that have been used, washed, altered, or damaged after delivery.

  • Claims that cannot be verified or are reported outside the applicable reporting period.

Nothing in this policy limits any mandatory consumer rights under applicable law.

8. Important Notes

Please verify your shipping address, phone number, and selected size before completing your order. Product photographs are intended to represent items accurately, but minor variations may occur due to lighting and display settings.