Refund policy

Return and Refund Policy

Last Updated: June 5, 2026

This Return and Refund Policy explains how returns, refunds, exchanges, and order issues are handled by Genevra. By placing an order with Genevra, you agree to the terms below.

1. Return Window

Genevra accepts eligible returns within 30 days after the date of delivery. To be eligible for a return, the item must be in its original condition: unworn, unwashed, unused, undamaged, free of odors, stains, makeup, deodorant marks, pet hair, and alteration, and returned with all original tags, packaging, labels, and accessories.

2. Items Not Eligible for Return

For hygiene, customization, and inventory-control reasons, the following items are final sale and cannot be returned, refunded, or exchanged unless they arrive defective, damaged, or incorrect:

Gift cards or store credits;
Underwear, intimate apparel, bodysuits, socks, hosiery, and similar close-contact garments;
Swimwear without intact hygiene liners and original tags;
Personalized, customized, monogrammed, altered, or made-to-order items;
Items marked “Final Sale,” “Clearance,” “Non-Returnable,” or similar language at the time of purchase;
Items damaged by misuse, improper care, washing, normal wear and tear, or unauthorized repair;
Items returned after the 30-day return period.

3. How to Start a Return

To start a return, contact Genevra at support@genevra.com with your order number, the email address used at checkout, the item you wish to return, and the reason for the return.

Returns must be authorized before shipment. Items sent back without prior authorization may be refused or delayed.

4. Return Shipping Costs

Unless the item arrived defective, damaged, or incorrect, customers are responsible for return shipping costs. Original shipping charges, expedited shipping fees, package-protection fees, and similar service fees are non-refundable unless required by law or unless Genevra made an error with the order.

5. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, contact Genevra at support@genevra.com within 7 days of delivery. Please include your order number and clear photos of the issue, packaging, and shipping label.

If Genevra confirms that the item was defective, damaged in transit, or incorrectly fulfilled, Genevra will provide an appropriate remedy, which may include a replacement, exchange, return label, store credit, or refund, depending on the circumstances and product availability.

6. Refunds

Once Genevra receives and inspects your return, you will be notified whether the refund is approved or rejected. Approved refunds are issued to the original payment method. Refund processing times may vary depending on your bank, card issuer, payment provider, or financial institution.

Genevra aims to process approved refunds within 10 business days after the returned item is received and inspected. Your bank or payment provider may require additional time to post the funds to your account.

7. Exchanges

Genevra does not guarantee direct exchanges because inventory changes quickly. The recommended method is to return the eligible item and place a new order for the desired size, color, or style. If an exchange is available, Genevra may offer it at its discretion.

8. Size, Fit, and Color Variations

Genevra provides product descriptions and visual materials to help customers make informed choices. Minor differences in color, texture, fit, or appearance may occur due to screen settings, lighting, photography, manufacturing tolerances, fabric composition, and garment construction. Such minor differences do not automatically qualify as defects.

9. Refused, Unclaimed, or Undeliverable Packages

If a package is refused, unclaimed, or returned to Genevra because of an incorrect or incomplete address, failed delivery attempts, or customer inaction, Genevra may deduct shipping, handling, carrier fees, return costs, and other non-recoverable expenses from any refund, unless prohibited by law.

10. Chargebacks and Payment Disputes

If you have an issue with an order, please contact Genevra first at support@genevra.com. Genevra will make a good-faith effort to resolve eligible order issues in accordance with this Policy and applicable law.