At Genze Cosmetics, customer satisfaction is our priority. If you receive a damaged, defective, or incorrect product, we’re here to help. Please read our return and refund policy carefully before placing an order.

Eligibility for Returns

To be eligible for a return, your item must:

• Be unused and in its original condition.
• Be in its original packaging with all seals intact.
• Include the original invoice or proof of purchase.
• Be reported within 48 hours of receiving your order.

For hygiene and safety reasons, opened or used skincare, cosmetics, and personal care products cannot be returned or exchanged unless they arrive damaged or incorrect.

Non-Returnable Items

The following items are not eligible for return or exchange:

• Opened or used cosmetic products
• Skincare and personal care products with broken seals
• Clearance or sale items
• Gift cards (if applicable)

Damaged or Incorrect Products

If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery with:

• Your order number
• Clear photos of the product
• Photos of the packaging
• Parcel opening video (recommended)

After verification, we will arrange a replacement or refund where applicable.

Refunds

Once your return request is approved and the product has been inspected, you will be notified of the outcome.

If approved, your refund will be processed using the original payment method whenever possible. Processing times may vary depending on your payment provider.

Exchanges

We only replace items that are:

• Damaged during delivery
• Defective
• Incorrectly shipped

Exchange requests must be submitted within 48 hours of delivery.

Order Cancellation

Orders can only be cancelled before they are processed or dispatched.

Once an order has been shipped, it cannot be cancelled.

Shipping Charges

Shipping charges are generally non-refundable unless the return is due to an error by Genze Cosmetics or a damaged/incorrect product.

Contact Us

If you have any questions regarding returns or refunds, please contact us:

Email: info@genzecosmetics.com
Phone: +92 340 299 7673 

Our customer support team will be happy to assist you.