Customer satisfaction is absolutely a crucial mission for Gentcreate in a very uncommon event where you are looking to receive a refund or return a product, we will be happy to promptly assist you and solve the issue.
We have a 30-day return policy, which means you may request a refund for up to 30 days after receiving your item.
To be eligible for a refund, your item must be in the same condition that you received it, unworn and unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Our return and refund policy does not include hand-made products, for these items we will not be able to issue a refund.
In cases where a customer asks for a refund due to shipping time being unexpected ( delayed ) we will not be able to issue a refund due to that factor as the shipping time is approximately written according to the latest data issued by the courier themselves.
If you wish to contact for a refund, contact us via the online contact form or send us an e-mail.
IMPORTANT - When contacting, add a picture of the item with the issue ( damaged during transport/defective) at info@gentcreate.com
You can always contact us for any return question at info@gentcreate.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective or damaged, so that we can evaluate the issue and make it right.
Exceptions
Certain types of items cannot be returned more specifically custom products (such as personalized items where the customer has requested unique branding). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept refunds on sale items or gift cards.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Product Discrepancy
Most of these products at Gentcreate are handmade, meaning that they may have some discrepancies, such as a slight color discrepancy, patina or a size discrepancy.
Refund Postage, Logistics & Expenses
Unless in the case of damaged goods, all return shipping costs, choice of shipment company, choice of package fall within the customers' responsibility and discretion.
WE OFFER FREE ECO-SHIPPING FOR ALL ORDERS
- When you make an order we start processing your order right away.
- Processing may take up to 1-4 BUSINESS days.
- After processing is done, we ship your order on the same day.
- For shipping, you can choose between the available options for your region.
INFORMATION ABOUT THE SHIPPING PROCESS & TAXES
For certain custom-made items, it takes a bit more time to create the item especially for you, in which case processing may take up to 2-5 business days.
For our U.S.-based customers, there are no additional fees when ordering from Gentcreate.
For customers within the European Union, we will cover import taxes from our side. You will not be required to pay for any import taxes.
However, customs and duties can vary widely in your region, so please check with your local customs agency for more details before you place an order.
HOW DO I TRACK MY ORDER?
After we ship your order, you can track it here at all times - TRACK ORDER
ABOUT GENTCREATE PACKAGES
We wrap all ordered products inside biodegradable packaging.
FOR RETURN & REFUND ISSUES REGARDING OUR SHIPPING POLICY
In cases where a package is damaged during freight, Gentcreate will offer to replace the product if damaged, however, most of our products are not fragile, consequently this will be a rare occassion. In this rare scenario, the package should be returned to any of our warehouses, and after a quality check confirmation, we will re-ship the order.
In cases where a customer asks for a refund due to shipping time being unexpected ( delayed ) we will not be able to issue a refund due to that factor as the shipping time is approximately written according to the latest data issued by the courier themselves.
Please refer to our return and refund policy for more information.