Refund policy
Last updated: May 24, 2026
At GenKOtic, we want you to be fully satisfied with your purchase. Please review our Return & Refund Policy carefully before placing an order.
Returns
We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must:
- Be unworn and unused;
- Be in the same condition you received it;
- Include original tags and packaging;
- Include proof of purchase or order confirmation.
To request a return, contact us at:
Return requests must be approved before items are shipped back.
Return Address
Approved returns should be sent to:
GenKOtic
Avinguda de Josep Anselm Clavé 13
08731 Sant Martí Sarroca
Barcelona, Spain
Items returned without prior authorization will not be accepted.
Return Process
Once your return request is approved, we will provide instructions on how and where to send your package.
Customers are responsible for securely packaging returned items to avoid damage during transit.
We recommend using a tracked shipping method for returns.
Damaged, Incorrect, or Defective Items
Please inspect your order immediately upon arrival.
If your order arrives:
- damaged,
- defective,
- incorrect,
- or incomplete,
contact us immediately at:
Please include:
- your order number,
- a description of the issue,
- and clear photos of the product and packaging.
We will review the issue and work to resolve it as quickly as possible.
Non-Returnable Items
Certain items are not eligible for return, including:
- Limited edition or archive drops marked as final sale;
- Personalized or custom-made products;
- Gift cards;
- Digital products or downloadable items;
- Hygiene-sensitive or personal-use items where applicable;
- Sale or discounted items marked as non-returnable.
If you are unsure whether your item qualifies for return, please contact us before purchasing.
Exchanges
We do not process direct exchanges.
The fastest way to receive a different item is to:
- Request a return for the original item;
- Once approved, place a new order separately.
European Union 14-Day Cooling-Off Period
If your order is shipped to a country within the European Union, you have the legal right to cancel or return your order within 14 days of delivery for any reason and without justification.
To qualify:
- the item must remain unused and unworn;
- tags and packaging must be intact;
- proof of purchase must be provided.
This right does not apply to exempt goods under EU consumer law, including personalized or made-to-order products.
Refunds
Once your return is received and inspected, we will notify you whether your refund has been approved.
If approved:
- refunds will be issued to your original payment method;
- processing may take up to 10 business days depending on your payment provider or bank.
Please note that banks and credit card providers may require additional processing time after the refund is issued.
If more than 15 business days have passed since your refund approval and you have not received your refund, contact:
Shipping Costs
Original shipping charges are non-refundable unless:
- the item arrived damaged,
- the wrong item was sent,
- or the return is required due to our error.
Customers are responsible for return shipping costs unless otherwise stated.
Contact Information
For all return or refund questions, contact:
GenKOtic
gko@genkotic.com
Avinguda de Josep Anselm Clavé 13
08731 Sant Martí Sarroca
Barcelona, Spain