Return & Refund Policy

We have 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 in the same condition that you received it: unused, undamaged, with all original accessories, manuals, labels, and packaging included. You’ll also need the receipt or proof of purchase.

To start a return, please contact us at support@genbay.ai.

If your return is accepted, we will provide instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Customers are responsible for return shipping costs unless the item is defective, damaged, or the wrong item was received.

You can always contact us for any return questions at support@genbay.ai.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, missing parts, or if you received the wrong item.

To help us resolve the issue quickly, please include your order number and clear photos or videos showing the problem.

If the issue is approved, we may offer a replacement, refund, or another suitable solution, depending on the situation.

Non-Returnable Items

Certain items cannot be returned, including:

• Gift cards

• Downloadable or digital products

• Customized or personalized items

• Items that have been used, damaged, altered, or are missing original parts or packaging

Please contact us if you have questions about a specific item.

Sale Items

Sale items may be returned unless clearly marked as final sale. Unfortunately, we cannot accept returns on gift cards.

Exchanges

The fastest way to make sure you get what you want is to return the item you have. Once the return is accepted, you can place a separate order for the new item.

European Union 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification.

To be eligible, your item must be in the same condition that you received it: unused, undamaged, with all original accessories, manuals, labels, and packaging included. You’ll also need the receipt or proof of purchase.

Customers are responsible for return shipping costs unless the item is defective, damaged, or the wrong item was received.

Refunds

We will notify you once we have received and inspected your return, and we will let you know whether the refund was approved.

If approved, you’ll be automatically refunded to your original payment method within 10 business days.

Please remember that it may take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at support@genbay.ai.

Order Cancellations

Orders can only be canceled before they have been processed or shipped. If you need to cancel an order, please contact us as soon as possible at support@genbay.ai.

Once an order has been processed or shipped, it cannot be canceled, but you may request a return after receiving the item according to this policy.