RETURN & REFUND POLICY
Thank you for shopping with us! We stand by the quality of our products and want you to be satisfied with your purchase. By placing an order, you confirm that you have read, understood, and accepted the following policies.
Our 30-Day Return Window Our return policy is valid for 30 days from the date your order is delivered. If 30 days have passed since you received your item, we are unfortunately unable to offer a return, refund, or exchange.
Product & Image Disclaimer Please note that our products are customized and made on demand. The images on our website are for advertising purposes. Due to variations in lighting during photoshoots or differences in monitor displays, the actual item's color may vary slightly. Please allow for up to a 20% difference between the advertised image and the product you receive.
Returns & Exchanges
Conditions for a Return or Exchange We accept returns and will provide a replacement at no charge if an item is defective, damaged, or if we made an error with your order. An eligible item must meet one of the following criteria:
The item is faulty, damaged, or defective upon arrival.
You received the wrong item (e.g., wrong design, color, or size).
We do not accept returns or exchanges for customer errors, such as ordering the wrong size or changing your mind.
How to Initiate a Return or Exchange If your item is eligible, please email our support team at support@genzmeta.com. Our team will review your claim. If it is approved, we will provide you with a return address.
Please Note:
You are responsible for paying the shipping costs for returning your item. Return shipping costs are non-refundable.
All returned items must include a receipt or proof of purchase.
Required Evidence for a Replacement
To process your claim efficiently, you must submit clear photo evidence of the issue. Please ensure all required pictures are sent, as we cannot process a return or replacement without them.
1. For a Wrong Product Shipped:
A photo of the wrong item you received.
A photo of the shipping label on the package.
2. For a Size Issue (Our Error):
A photo of the shipping label on the package.
A photo showing the tag size on the outsole of the shoe.
A photo of the insole being measured with a ruler.
A photo showing the overall product's measurements with a ruler.
3. For a Broken or Damaged Item:
A photo clearly showing the damage to the item.
A photo of the shipping label on the package.
Refunds (If Applicable)
Refund Process Once your return is received and inspected, we will send you an email to confirm its arrival. We will then notify you of the approval or rejection of your refund request.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (e.g., credit card).
Late or Missing Refunds If you have not received your refund after it has been processed, please follow these steps:
Check your bank account again.
Contact your credit card company. It may take some time before the refund is officially posted.
Contact your bank. There is often a processing time (typically up to 5 business days) before a refund is posted.
If you have completed all of these steps and still have not received your refund, please contact us at support@genzmeta.com.
Sale Items Only regular-priced items may be refunded. Unfortunately, sale items cannot be refunded.
Order Cancellations & Modifications
If you wish to change or cancel your order, please email us at support@genzmeta.com with your order number and the requested changes.
Your order is only eligible for cancellation or modification within 2 hours of being placed. After this period, the order is locked for processing and can no longer be changed.
A management and transaction fee of 1.5% of your total order value will be applied to all cancellations.
Exception: A 100% full refund is provided if you are canceling an order to place a new one with us. Our system will automatically process the full refund for the old order once the new one is placed.
Contact Information
For any questions or support, please reach out to us.
Email: support@genzmeta.com
Hours: Monday - Friday, from 8:00 AM
Head Office: Dakao Center Building | 35 Mac Dinh Chi, Da Kao Ward, District 1, Ho Chi Minh City 700000, Vietnam
USA Address: 901 E 45th St N, Wichita, KS 67219, USA