Returns & Refunds

Returns within the UK

If you are not 100% satisfied with your online purchase you can return it for a refund or an exchange. Your refund will be paid provided that all of the following requirements have been met. For purchases made at our Showroom or at an event, we can only offer a credit note. We do not accept returns for underwear, such as the Merino Blend Boxers, or for socks that have been removed from their packaging or tried on. 

Please ensure your return parcel is clearly labelled with your order number (#GEN****), as this helps us identify and process your return as quickly as possible.

If you’ve requested an exchange, we kindly ask that you also include a note inside the parcel confirming the size and colour you would like instead. This allows us to arrange your replacement without any delay

Aftercare portal - You can get help with your order and create a return or exchange in our Aftercare Portal - just add your order number and post code and click submit. Alternatively, you can also click “Track your order” from either your order confirmation and shipping confirmation emails which will take you to the aftercare portal homepage too.

You will be able to download a free Royal Mail postage label or alternatively a QR code that you take to the post office with your parcel.

2.      Timings - You must make sure your order is received by the Genus Returns Department no longer than 30 days after the day on which you receive your order.  We will aim to process your exchange as soon as it arrives, although please allow up to 14 days during busier periods.

3.      Condition of Goods - The goods are in an unworn, clean and saleable condition with swing tickets still attached. The original packaging is undamaged and intact. 

4.      Packaging and Post - Pack the item you wish to return in suitable outer packaging to ensure it reaches us in good condition.

We will try to process your return as soon as it arrives, although this can take up to 14 days during busy periods. 

If the original order qualifies for free delivery and, subsequently a refund would take the order value below the free delivery limit, then we will also deduct £5.50 from the amount to be refunded, which is the cost of the postage you would have paid for the original order.

Returning an item may affect a promotion that you were taking advantage of.  For instance, if you got a discount based on a specific purchase value, and the return brings the value below the qualifying limit, your refund would be calculated taking this into account. 

Faulty or missing goods, sale items

Items with a manufacturing fault will be replaced, repaired or refunded following evaluation by the Genus Customer Services department and in accordance with the terms of the Consumer Rights Act 2015. Goods may be refunded, repaired or replaced if a claim is made within 30 days of purchase. After this period and before six months have passed, Genus will either repair or replace the item. Only if this remedy proves to be unsatisfactory will Genus issue a partial refund which takes into account the period of ownership.  After six months, the onus is on the customer to prove that a manufacturing fault was present when the goods were bought.

Please note that items that are damaged as a result of regular, excessive or inappropriate usage are not considered to be faulty.

If a faulty item has been worn it must be freshly laundered before being returned.  All unwashed worn garments will be returned back to the customer.

Where an item offered at a discounted sale price is described as being a sample or seconds, we are not able to offer a refund.

If any item is found to be missing from the order, a claim for replacement must be made within 14 days of receipt.

Returns From Outside the UK

We only offer refunds to customers.

Please go to the portal, add your order number and postcode, click submit and then click on “I would like to return my order” and pick a return option that suits you.

You must clearly mark your package ‘RETURNED GOODS UNDER WARRANTY VAT NO: GB275 2035 15 otherwise we may be charged duty in the UK which will be deducted from your refund.

Post items with cost of postage clearly marked on the outside of the package.  If this is not possible please enclose a receipt of postage within the package.  Obtain a proof of posting wherever possible.  Note postage refunds will only be paid on faulty items.

If you do have any enquiries about your return once it has been posted, email customercare@genus.gs.  Please include the date the item was posted, the name it was sent under, and the item’s tracking number if applicable.