Return & Exchange Policy

Brand: GENTURS
Contact: [email protected]
Effective Date: September 30, 2025

(1) Eligibility Window (Timeline)

• Returns: Return requests must be submitted within 30 days of the delivery date.
• Exchanges (size or color): Exchange requests must be submitted within 30 days of the delivery date.
• Defective or incorrect items: Issues must be reported within 7 days of delivery.

(2) Item Condition

Returned or exchanged items must be new, unworn, unwashed, unaltered, and free of odors or stains, with all original tags and packaging included.

Non-returnable items include final sale items, customized or personalized products, gift cards, and items that are significantly worn, washed, or altered.

(3) Return Shipping Responsibility

• Our error or defective items: We will cover return shipping costs or reimburse reasonable return shipping fees and reship at no additional cost.
• Other reasons (fit, preference, or change of mind): Customers are responsible for return shipping costs. Original shipping fees are non-refundable unless required by law.

(4) How to Start a Return or Exchange

1. Request: Email [email protected] with the subject line “Return/Exchange + Order Number” and include the item(s), reason, and photos if the item is defective.
2. Approval: We will respond within 1–2 business days with approval, a Return Authorization (RMA), and the return address.
3. Ship Back: Items must be shipped within 7 days of approval using a trackable shipping service.
4. Inspection: Returned items will be inspected within 2–3 business days after receipt.

(5) Refunds and Exchanges

• Refunds: Approved refunds will be issued to the original payment method used for the order and returned to the original payment account. Refunds are typically processed within 5–10 business days after inspection, depending on the payment provider.
• Exchanges: Approved exchanges will be shipped after inspection and subject to product availability. A new tracking confirmation will be provided.
• If an item does not meet return conditions: We will contact you to arrange a return of the item or a partial refund where applicable.

(6) Exchange Limitations

• One size or color exchange per item is permitted, subject to availability.
• If the requested replacement is unavailable, a refund to the original payment method will be issued.

(7) Return Address

Return Address:
Room 102, Sanitation Building, No. 6 Wenhua East Road, Jinmao Street, Longhua District, Haikou City, Hainan Province

Packages sent without authorization or to an incorrect address may experience processing delays.

(8) Order Issues

If you receive a defective or incorrect item, please contact [email protected] within 7 days of delivery with your order number and supporting photos. We will prioritize a replacement or refund as appropriate.

(9) Bundles and Promotions

For bundled or promotional purchases, all items must be returned together. Refunds may be adjusted based on retained items. Promotional discounts or codes are not reinstated after a return.