At Genvi, we take great pride in our craftsmanship and customer care. We maintain a clear and consistent returns policy that applies to all countries except the European Union and the United Kingdom, where we follow specific legal obligations related to consumer protection.Our goal is to remain accessible and fair to our global community while complying with region-specific laws when necessary. These legal variations do not reflect preferential treatment, but rather our commitment to transparency and responsibility as an international brand.
How to Request a Return or Exchange
To request a return or exchange, please email us at support@genviofficial.comwithin 7 days of receiving your item. Our team will assist you and arrange for a courier to pick up the item where applicable.
General Policy
Return period: Return requests must be submitted within 7 days of receiving your order. Exceptions:
Kuwait, the European Union, and the United Kingdom: 14 days.
Reason for return: No reason is required to request a return, although we always appreciate feedback to help us improve.
Proof of purchase: A receipt or proof of purchase is required.A
Logistics: Once your return is approved, we will schedule a courier pickup within 3–5 working days.
Condition: Items must be returned in their original, unworn condition, with all tags, accessories, and packaging intact.
Refunds:
Non-defective items: Full item price refunded. Delivery fees, return shipping, and customs duties are non-refundable.
Defective items: Full item price + original delivery fee refunded, and all return costs (shipping + customs) covered. Replacement option available.
Exclusions: Handmade or customised items are refundable only in cases of confirmed production defects. These are labelled as “non-refundable” in the product description.
Refunds for non-defective items
We will refund the price of the item only.
The original delivery fee is non-refundable.
Customers are responsible for:
Return shipping costs
Customs duties or taxes incurred when shipping back to Lebanon (Note: Lebanese law imposes tax on incoming goods, including returned items).
Refunds for defective items
We strive to ensure that every Genvi product is delivered in excellent condition. All our items go through quality control checks prior to dispatch. A confirmed production defect refers to a flaw or irregularity in the product's materials or workmanship that occurred during the production process and was not caused by misuse, wear, or external factors after delivery.If your item is found to have a confirmed production defect, we will:
Cover all return-related costs (including shipping and taxes).
Offer either a full refund (including original shipping fees) or a replacement item, based on your preference and product availability.
Please contact us within 7 days of receiving your order to report the defect and provide supporting photos. All defective-item claims will be verified by our quality control team. Items found to have been damaged by misuse, improper handling, or wear after delivery are not eligible for refund or exchange.
Items Not Eligible for Return or Exchange
Handmade and customised items are non-refundable and non exchangeable, unless a production defect is confirmed.
