Genesis

Returns and refunds

To return an item or report a problem, email [email protected] with your order number.

Can I return an in-stock item if I change my mind?

For items that are not subject to a statutory exception, you can notify us of your withdrawal within 14 calendar days after receipt, without giving a reason. You then have a further 14 calendar days to send the return. Pack the item securely and keep proof of postage. Use the original packaging where possible.

What if I have opened the parcel?

Opening the shipping box is not the same as breaking the item’s hygiene seal. Our intimate items arrive in doypack pouches with a seal that must be broken to open them, making opening visible. If this seal is removed after delivery, withdrawal is excluded where the item is unsuitable for return for health or hygiene reasons. This does not prevent claims for a defect or an incorrect item. Where withdrawal remains available, any loss of value caused by handling beyond what is necessary to inspect the item may be assessed.

Can I return a personalised item?

Withdrawal because you have changed your mind does not apply to items made to your specifications or clearly personalised, where the statutory exception applies and you were informed before purchase. Manufacturing after an order does not, by itself, mean personalisation. Your rights concerning defects or differences from what was agreed remain unchanged.

My item is defective or I received the wrong item

Email your order number and a description of the problem; attach photos of the item if possible. There is no 48-hour deadline for keeping your rights. For a confirmed manufacturing defect, you can choose between replacement and a full refund. For a defect or an error on our part, we cover the necessary return and replacement costs, without restricting any other statutory rights.

What warranty applies?

The statutory conformity guarantee applies. In Spain, for new goods, it covers non-conformities present on delivery that become apparent within the following three years. Mandatory rules applicable to each purchase are respected. This is not a satisfaction guarantee and does not automatically cover normal wear, accidents or damage from misuse. Breaking the seal does not remove your statutory guarantee.

Who pays for shipping?

For a change of mind, you pay the direct return costs if you were informed before purchase. When withdrawing from the entire purchase, we refund the amount paid and the least expensive standard delivery option offered, but not the additional cost of a more expensive service you chose. Partial returns are assessed according to the items and relevant delivery costs. For a confirmed defect or error on our part, we pay the costs necessary to resolve it.

How do I return an item?

Contact us first for the return address and instructions and, where applicable, a shipping label. Your right of withdrawal does not depend on discretionary approval: clearly notifying us of your decision within the deadline is sufficient. You do not have to give a reason.

When will I receive my refund?

We use the same payment method unless you expressly agree otherwise without additional charges; we do not require you to accept store credit. For withdrawal, we refund without undue delay and within 14 calendar days of your notification. We may withhold the refund until we receive the goods or proof that they have been sent back, whichever occurs first, unless we offered to collect them. For defects, the statutory deadlines for the relevant remedy apply. Your payment provider may take longer to display the credit.

What about discounted items, packs or Mystery Box?

A promotion or the name of an offer does not, by itself, remove your rights. These rules and the statutory exceptions applicable to each item still apply.

Can I cancel or change an order?

Email us as soon as possible: we will check whether we can stop shipment or change production. For clearly personalised items, we will review the stage of production and the agreed terms. This does not remove any statutory withdrawal rights that apply.