Refund policy

Returns Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original sealed packaging. Please note that for hygiene reasons, we are unable to accept returns on items where the seal has been broken or the product has been opened or used.

You'll also need your receipt or proof of purchase. To start a return, please contact us at support@genglo.co.uk and we will provide you with the return address and further instructions.

Return Postage

For change-of-mind returns, return postage costs are the responsibility of the customer. If your item arrives faulty, damaged, or is not as described, we will cover the cost of the return — please contact us at support@genglo.co.uk so we can arrange this.

Damages and Issues

Please inspect your order upon receipt and contact us immediately at support@genglo.co.uk if your item is defective, damaged, or incorrect, so we can make it right as quickly as possible.

Refunds

Once we've received and inspected your return, we'll notify you of whether your refund has been approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process the refund on their end. If more than 15 business days have passed since your refund was approved and you haven't received it, please get in touch at support@genglo.co.uk.