Cancellation, Return & Refund Policy

GenZ Online is an online marketplace. Products are listed and sold by independent sellers and artisans, who pack and ship their own orders. This policy applies to every order placed on genzonline.in. It sets out when you can cancel an order, when you can return an item, and how refunds are made.

You can cancel an order at any time before its status changes to “shipped”. To cancel, contact us with your order number at genz.official.hq@gmail.com or +91 77948 93768. There is no cancellation charge, and the full amount you paid is refunded as described in section 5.

Once an order has shipped it can no longer be cancelled. If the item then arrives damaged, defective or wrong, you can request a return under section 3.

If a seller cannot fulfil your order (for example, the item is out of stock), the order is cancelled and you receive a full refund.

You can request a return or replacement within 7 days of delivery if:

• Item arrived damaged
• Item is defective
• Wrong item delivered

Contact us within the return window with your order number, a short description of the problem, and photos of the item and its packaging. We review the request with the seller and tell you the outcome. If the return is approved, we will explain how the item will be collected or how to send it back.

Many products on GenZ Online are handmade, made to order or personalised. These items are not returnable unless they arrive damaged, are defective, or are not the item you ordered. In those cases section 3 applies in full.

Handmade products can differ slightly from their photos in colour, grain, finish or size. Small natural differences like these are part of handmade work and are not treated as defects.

Approved refunds go back to your original payment method. We start the refund once a cancellation or return is approved, and it normally reaches your account within 5–7 business days after approval. The exact time depends on your bank or payment provider.

If you are refunded because an item was damaged, defective or wrong, the refund covers the full amount you paid for that item, including any shipping charge.

For help with a cancellation, return or refund, email genz.official.hq@gmail.com or call +91 77948 93768 (Monday to Saturday, 9:00 AM – 7:00 PM IST (excluding public holidays)). If you are not satisfied with how your request was handled, you can raise a complaint with our Grievance Officer. See also our Shipping Policy and Terms & Conditions.