RETURNS & REFUNDS
REQUESTING A RETURN
How do I return an online order?
You can cancel your online purchase without giving a reason within 14 days after receiving your order. For orders delivered in separate shipments, this period starts after you receive the final item.
Email orders@gen-store.com with your name, order number and the items you wish to return. A clear statement that you wish to cancel is sufficient; you do not need to wait for approval to exercise your cancellation right.
After notifying us, send the items back within a further 14 days.
PREPARING & SENDING YOUR RETURN
What condition should my items be in?
You may try items on as you would in a store. Please keep labels and packaging intact where possible. Handling beyond what is necessary to assess an item may result in a deduction for loss of value.
Where should I send my return?
GEN R&C — Returns
Over de Kelders 28
8911 JG Leeuwarden
The Netherlands
Include your order number inside the parcel. Package your items securely and keep your proof of postage. We recommend using a tracked service.
Who pays for return shipping?
For a change-of-mind return, you pay the direct return shipping cost, provided this was clearly communicated before purchase. If we sent an incorrect or faulty item, contact us so we can arrange an appropriate solution without charging you return shipping.
REFUNDS
When will I receive my refund?
We refund within 14 days of receiving your cancellation notice. We may withhold the refund until we receive the returned items or evidence that you have sent them back, whichever happens first.
Refunds are issued to your original payment method unless you expressly agree otherwise. Your payment provider may require additional processing time.
Will my original delivery charge be refunded?
If you cancel your entire order, we also refund the standard outbound delivery charge. Any additional cost for a premium delivery service is not refundable. Original delivery charges are generally not refunded for a partial return.
EXCHANGES & FAULTY ITEMS
Can I exchange an item?
For a different size or colour, contact orders@gen-store.com with your order number and preferred item. We’ll check availability and explain the available options.
What if my item is faulty or incorrect?
Email orders@gen-store.com with your order number and a description of the issue. Photographs can help us assess the problem. Your statutory rights for faulty or misdescribed goods are not limited by the 14-day cancellation period.
Can I return sale items?
Yes. The same statutory cancellation rights apply to online purchases of discounted clothing.
Does this policy apply to in-store purchases?
The cancellation period described above applies to online purchases. For a change-of-mind return or exchange of an in-store purchase, please contact the store. Your statutory rights regarding faulty goods remain unaffected.
NEED HELP?
Contact orders@gen-store.com and include your order number.