Refund policy

Last updated: 10/13/2026

All sales at Genuine are final. We only accept returns for items that arrive visibly damaged, or if we sent you the wrong item. We do not accept returns or exchanges for change of mind or sizing, so please check the size guide on each product page before ordering.

Reporting a damaged or incorrect item
If your order arrives damaged or you received the wrong item, email us at support.genuine@gmail.com within 7 days of delivery. Please include your order number and clear photos of the damage (or the incorrect item) and the packaging it arrived in. Items must be unworn and unwashed. Claims sent more than 7 days after delivery, or without photos, may not be accepted.

What happens next
Once we review your photos, we’ll let you know whether we need the item sent back. If we do, we’ll email you a prepaid return label at no cost to you. When your claim is approved, we’ll send a replacement in the same size if it’s in stock, or issue a full refund, including any shipping you paid, to your original payment method.

Refunds
Approved refunds are processed within 5 business days. Depending on your bank, it may take another 5 to 10 business days to appear on your statement.

Lost packages
If tracking shows your order as delivered but you can’t find it, please check with neighbors and your local post office, then contact us and we’ll help you file a claim with the carrier.