Returns & Refunds

RETURNS

If you are not 100% satisfied with your purchase you can return it for an exchange or refund.  Your refund will be paid immediately on receipt of your returned product, provided that all of the following requirements have been met.  

1. Notify - You must notify us of your request for a refund or exchange by emailing returns@genus.gs no longer than 7 working days after the day on which you receive your order. Give your name, address and original order number which you will find on your invoice.

2. Condition of Goods - The products are returned to us no longer than 14 days after the day on which you receive your order. The goods are in an unworn, clean and saleable condition with swing tickets still attached. The original packaging is undamaged and intact.

3. Packaging and Post - Pack the item you wish to return in suitable outer packaging to ensure it reaches us in good condition. Complete and enclose the returns form that came with your original order. Post to:

Genus Returns
Field Cottage
Cirencester
GL7 5LX
UK

4. Cost of Carriage - You will be responsible for the cost of returning the product to us (unless it is faulty, incorrect or misdescribed). We suggest you return your products by "Recorded" delivery so you can follow up with the courier service you have used as any lost returns are the responsibility of the sender.

GIFTS

Products purchased as gifts can be refunded to the original purchaser, or alternatively we can provide a credit to the gift recipient.  Gift exchanges will show on the order history of the original purchaser.  Please include a suitable delivery address for us to despatch exchanged products.  All deliveries require a signature on receipt.

EXCHANGES

If you are unhappy with the fit, cut, colour or style of your product, please feel free to return it for an exchange following the Returns procedure above.  As long as the item is “as new”* Genus will accept it and replace your purchase with a product of your choice, refunding any difference in price or taking additional payment. 

*”As new” condition for Genus items is unwashed and unworn and complete with all trims, labels and original packaging.  Genus strongly recommends you store your item in its original packaging while you make a decision about the product.  Please also note that any return that is creased, unfolded, covered in hairs, dirt or fluff and not in the same condition as it was when it was shipped from Genus will not be accepted for an exchange and will be sent back to you.

FAULTY GOODS

Faulty items 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 refund.  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 is to be exchanged, it can only be replaced for the same product in the same size, subject to availability. 

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.

RETURNS FROM OUTSIDE THE UK

For returns from outside of the UK, 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.

Genus will try to process your return as soon as it arrives, although it can take up to a week for us to process a return during busy periods.  Depending on your location, an exchange can take between 2-3 weeks to get back to you.  All items will be sent by registered post and will need to be signed for.  

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