Refund and Returns Policy – Gentora
Thank you for shopping with Gentora! We want to ensure that you are completely satisfied with your purchase. If for any reason you’re not happy with your order, we offer a straightforward refund and return process. Please review our policy below:
1. Return and Refund Eligibility
- You can return any item within 7 days of receiving your order.
- To be eligible for a return, the item must be in new, unused condition, with all original packaging, tags, and labels intact.
- Certain products (such as personalized items or final sale merchandise) may not be eligible for a return or refund. Please check the product description for any exclusions.
2. How to Return an Item
- To initiate a return, please contact our customer service team at [contactus@gentora.store] within 7 days of receiving your order. Be sure to include your order number, the item(s) you wish to return, and the reason for the return.
- Once your return is approved, we will provide you with a return shipping label and instructions on how to send the item back.
3. Refund Process
- After receiving and inspecting your returned item, we will process your refund to your original payment method within 7-10 business days.
- Shipping fees are non-refundable. If you received free shipping, the cost of return shipping will be deducted from your refund.
- Please note that refunds may take additional time depending on your bank or payment provider.
4. Exchanges
- We currently do not offer direct exchanges. If you would like a different item, please return the original item and place a new order.
5. Damaged or Defective Items
- If you receive a damaged or defective item, please contact our customer service team immediately with pictures of the item and packaging. We will offer you a replacement or full refund based on the issue.
6. Non-Returnable Items
- For hygiene and safety reasons, some items like intimate apparel, perishable goods, or gift cards may not be eligible for returns or refunds.
7. Contact Us
- For any questions or concerns about our Refund and Returns Policy, please reach out to our customer service team at [contactus@gentora.store].
Thank you for choosing Gentora! We strive to make your shopping experience seamless and enjoyable.