Return & Refund Policy
Last updated: November 2025
This Return & Refund Policy explains how Geniluxe handles returns, replacements, and order issues for our hospitality clients. It applies to all orders placed through our sales team.
Table of Contents
1. General Policy
Geniluxe supplies products to businesses and professional users. Because our items are produced in bulk and often tailored for specific properties, returns are limited to cases where goods are defective or incorrect.
We do not accept returns for reasons such as buyer's remorse, preference changes, or normal wear.
2. Eligibility for Returns
You may request a return or replacement only if:
- The items you received are defective, damaged, or not what you ordered
- You notify us within 7 days of receiving the shipment
- You provide clear photos or documentation showing the issue
Items must be unused, unwashed, and in their original condition.
Geniluxe will review the claim and determine whether a replacement, credit, or adjustment is appropriate.
3. Custom Orders
Custom-made products, including branded or personalized towels, robes, slippers, amenities, or any items produced to your specifications, cannot be canceled, returned, or refunded once production has begun, unless there is a confirmed manufacturing defect.
4. Non-Custom Order Cancellations
Non-custom orders may be canceled before production begins. A cancellation fee may apply to cover administrative and processing costs.
Once production has started, the 50% advance payment becomes non-refundable, as materials and manufacturing time may already be allocated.
Refunds, where applicable, may take 7–14 business days to process depending on the payment method.
5. Incorrect or Incomplete Shipments
If your shipment is missing items or includes the wrong products:
- Notify us within 7 days of delivery
- Provide your order number and photos of what was received
We will arrange replacements or corrections as needed.
6. Damaged Goods
If goods arrive damaged:
- Take photos of the packaging and the affected items
- Note the issue with the carrier at the time of delivery, if possible
- Contact us within 7 days
We will coordinate with the carrier and arrange replacements after reviewing the claim.
Damage caused by improper storage, handling, or use after delivery is not eligible.
7. Refunds
Approved refunds will be processed to the original payment method, unless otherwise agreed.
Processing times vary based on the payment provider but typically take 7–14 business days.
Refunds apply only in cases where:
- A return has been authorized
- Goods are confirmed defective
- The issue cannot be resolved through replacement
8. Non-Returnable Items
The following items cannot be returned:
- Custom-made or branded products
- Items used, washed, or altered after delivery
- Sample items
- Clearance or specially discounted items (unless defective)
9. How to Submit a Claim
To start a return or replacement request, contact us with:
- Order number
- Business name
- Photos and a description of the issue
- Date the shipment was received
Email: contact@geniluxe.com
Our team will guide you through the next steps.
10. Contact Us
If you have questions about this policy or need assistance with an order, please reach out:
Email: contact@geniluxe.com