Last Updated: September 28, 2024
At Gen Z Sneaker, we pride ourselves on the quality of our products and prioritize customer satisfaction. We understand that online shopping can sometimes be uncertain. Therefore, we have established a transparent and fair return policy to ensure you have the best possible shopping experience.
Our policy is effective for 30 days from the date you receive your product.
1. Order Cancellations We understand that you might change your mind.
You may request to cancel or modify your order within 24 hours of placing it.
To do so, please contact us immediately at support@genzsneaker.com and provide your order number.
Please Note: A 10% administrative and transaction processing fee of the total order value will be applied to all cancellation requests. This fee covers the payment processing and production preparation costs that we incur.
After 24 hours, the order enters the production process and can no longer be canceled.
2. Return & Exchange Policy (Within 30 Days) We process returns and exchanges under the following two circumstances:
A. Returns/Exchanges Due to Our Error:
We take full responsibility for any errors on our part. You are eligible for a free replacement or a 100% refund if you encounter one of the following issues:
The product is faulty, damaged, or has poor print quality.
We sent the wrong item (incorrect design, color, or size compared to your order).
Procedure: Please email us at support@genzsneaker.com with the following:
Your order number.
A clear photo of the faulty or incorrect product.
A photo of the shipping label on the package.
We will promptly verify your claim and send you a replacement product, free of charge. You do not need to return the original item.
B. Returns/Exchanges Due to Customer Request (e.g., Wrong Size, Change of Mind):
To ensure your complete satisfaction, we support returns and exchanges even when the error is not on our part.
Conditions: The product must be in its original condition: unused, unwashed, and with all original tags and packaging intact.
Costs: You are responsible for the shipping costs to return the item to us. The original shipping fee (if any) is non-refundable.
Procedure:
Contact Us: Email support@genzsneaker.com to inform us of your return/exchange request. Our team will review it and provide you with the return address.
Ship the Item: Package the product carefully and send it to the address provided.
Processing: Once we receive and inspect the returned item, we will process your refund or exchange order.
3. Refund Policy Once your return is received and approved, we will send you an email to notify you.
Your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-7 business days.
Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account again. Then, contact your credit card company, as it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund, please contact us.
4. Additional Terms & Conditions
Sale Items: Only regular-priced items may be refunded. Sale items are non-refundable.
Color Disclaimer: Please note that due to lighting conditions during photography or differences in monitor displays, the actual color of the product may vary slightly (approximately 15%) from the advertised image.
Unauthorized returns, or items that are damaged or have been used, will not be eligible for an exchange or refund.
By making a purchase, you acknowledge that you have read, understood, and agree to all the terms and conditions outlined above.
Contact Information For all questions and support requests, please contact us:
Email: support@genzsneaker.com
Head Office: Center Point Building, 106 Nguyen Van Troi, Ward 8, Phu Nhuan District, Ho Chi Minh City 700000, VN
US Office: 195 Plymouth St Ofc 217, Brooklyn, NY 11201, USA
support@genzsneaker.com
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