Refund policy

At Genesis & Co., we want you to love your purchase. If there is an issue with your order, we're here to help.

 

RETURNS

We have a 30-day return policy, which means you have 30 days after receiving your order to request a return.

 

To be eligible for a return, your item must be unused, unopened, in its original packaging, and accompanied by proof of purchase.

 

To request a return, please contact us at info@genesisandco.ca. Please do not send your purchase back without contacting us first. If your return request is approved, we will provide you with detailed return instructions.

 

Items returned without prior authorization will not be accepted.

 

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order as soon as it arrives. If your item is damaged, defective, or you receive the wrong product, please contact us within 48 hours of delivery at info@genesisandco.ca.

To help us resolve your claim as quickly as possible, please include:

  • Your order number
  • A brief description of the issue
  • Clear photos of the item and packaging

We'll review your request and work with you to make it right.

 

NON-RETURNABLE ITEMS

For hygiene and safety reasons, opened or used cosmetic products cannot be returned or exchanged.

The following items are not eligible for return:

  • Opened or used lip glosses
  • Sale or clearance items
  • Gift cards

If you're unsure whether your item qualifies for a return, please contact us before sending anything back.

 

EXCHANGES

We do not offer direct exchanges.

 

If your return is approved, you may place a new order for the product you'd like once your return has been processed.

 

EUROPEAN UNION CUSTOMERS

If your order is shipped to a country within the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without providing a justification, in accordance with applicable consumer protection laws.

 

Returned items must be unused, unopened, in their original packaging, and accompanied by proof of purchase.

 

REFUNDS

Once we receive and inspect your returned item, we'll notify you of the outcome of your refund request.

 

If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to process the refund.

 

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at info@genesisandco.ca.