Refund policy

At Genicook, customer satisfaction is important to us. If you experience any issues with your order, we are here to help. Please review our policy regarding returns, refunds, replacements, and damaged items.

Returns

We accept returns on eligible items within 30 days of delivery.

To qualify for a return, items must:

  • Be unused and in their original condition
  • Be returned in the original packaging
  • Include proof of purchase or order number

Please note:

  • Customers are responsible for return shipping costs unless the return is due to our error
  • Original shipping fees are non-refundable unless the incorrect item was sent or the item arrived damaged

To request a return, please contact us at:

Email: hello@genicook.com

Non-Returnable & Non-Refundable Situations

The following situations are not eligible for full refunds, including shipping costs:

  • Incorrect item, size, or color selected by the customer
  • Change of mind after purchase
  • Minor variations in handmade or handcrafted products
  • Normal wear and tear from regular use
  • Items returned used, damaged, or without original packaging

Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 48 hours of delivery.

To help us process your claim quickly, please provide:

  • Your order number
  • Photos of the damaged item
  • Photos of the packaging and shipping label

After review, we may offer one of the following resolutions:

  • Replacement item
  • Replacement part
  • Refund
  • Store discount code

Please note that claims submitted several days after delivery may not qualify for refund or replacement approval.

Wrong or Missing Items

If you received the wrong item or if items are missing from your order, please contact us within 7 days of delivery.

Please include:

  • Your order number
  • Photos of the items received
  • A brief description of the issue

We will work to resolve the issue as quickly as possible.

Replacement Policy

All replacement requests are subject to product availability.

If the original item or color is unavailable, we may offer:

  • A replacement in another available color
  • A similar replacement product
  • Store credit or refund

For replacement requests involving individual parts (such as lids or accessories), availability may vary depending on inventory.

Handmade Product Disclaimer

Many Genicook products are handcrafted or hand-blown. Due to the handmade nature of these products, slight variations may occur, including:

  • Small air bubbles
  • Minor texture variations
  • Slight differences in shape or color
  • Handcrafted markings

These characteristics are normal and are not considered defects.

Shipping Delays & Lost Packages

Once an order has shipped, delivery times are managed by the shipping carrier.

If your package is delayed, lost, or marked as delivered but cannot be located, please contact us and we will assist with the carrier investigation whenever possible.

Please ensure your shipping address is entered correctly before placing your order. Genicook is not responsible for orders shipped to incorrectly provided addresses.

Refund Processing

Approved refunds will be issued to the original payment method.

Please allow:

  • 5–10 business days for refund processing
  • Additional processing time depending on your bank or payment provider

Shipping fees are non-refundable except when:

  • The wrong item was shipped
  • The item arrived damaged
  • The issue resulted from our error

Contact Us

If you have any questions regarding your order or this policy, please contact our customer support team:

Email: hello@genicook.com
Website: https://genicook.com/policies/refund-policy

We sincerely appreciate your support and thank you for shopping with Genicook.