Returns & Exchanges

Thank you for ordering from our website www.gensami.it

1. Request authorization for the exchange and confirm collection details

• To request and make an exchange for the purchased item, you must write your request directly to our Customer Service by filling out the relevant form in the Contact section or by sending the request directly to the email address customercare@gensami.it.
• You must indicate the items to be replaced, and the size or color you wish to receive as a replacement for the order.
• Provide the collection location, if different from the one provided for shipping during the purchase.

2. Receive the return/exchange label and prepare the package for the Courier

Once authorization for the exchange has been received, the Customer must return the items they do not wish to keep by:

• printing the label provided by the Seller and attaching it to the package.
• contacting the indicated courier for collection.

3. Wait for the new order

• Within 48 hours of receiving the returned item, the Seller will send the Customer the new item through a new order.

1. Request return authorization

• For registered Gensami Customers: by activating the specific procedure “request return” in the “Order History” section available in the personal account area;
• For non-registered Customers: by sending the request directly to the email address customercare@gensami.it or by filling out the relevant form in the Contact section.

N.B. It is not possible to request a partial return through the automatic return request, available in the personal account area.

For a Partial Return request, write directly to the email address customercare@gensami.it

2. Confirm pickup details for your return;

• Provide a pickup location, if different from the one provided for shipping during purchase

3. Prepare the package for your return;

• Garments must be returned in their original, unaltered, unused, undamaged condition, in their original packaging, with original tags attached, and with relevant accessories, documents (e.g., tags, Product certificates, etc.) and with adequate protection; the Garment must show no signs of use, scratches, or be altered in any way (worn, washed, ironed, etc.) and the Garment must be returned in the same condition in which it was shipped and properly packaged.

4. Print the label, contact the Courier and deliver the package to the courier or take it to the drop-off point

• Print the label provided by the Gensami Team, apply it to the package, and contact the indicated courier for pickup.
• Deliver the package to the courier according to the previously agreed date and times, or alternatively take your purchase to your preferred drop-off point.
  We remind you that each return request refers to the products contained in a single order. For different orders, separate return requests must be activated.
• After receiving the products and having them examined by our quality control staff, we will notify you of the acceptance of the return and any full refund.

N.B.
Gensami will refund any item purchased on our online site that does not meet your expectations, provided that you submit the request no later than 30 (thirty) days from the delivery date. The date is determined by the courier's tracking system. For this purpose, the terms and conditions outlined in the Terms and Conditions apply. Returns are only accepted if they originate from the same country of delivery. For example, if the products were delivered to Italy, we will only accept exchanges from Italy. Otherwise, the return will not be free, and shipping costs will be charged.

In case of return, the Seller will refund the Customer the entire Purchase Price paid promptly after receiving the returned Products from the customer. Refunds will be made using the same payment method originally used by the Customer for the Order.

The Seller offers Customers a free return and exchange service without shipping costs, and to benefit from this service, Customers are required to specify if the return pickup will take place at a location different from the one provided for shipping during the purchase.

Any other method of returning Products different from the free return service offered by Gensami will be at the Customer's expense. By using any option other than the free return service to return the Products, Customers acknowledge and agree to be responsible for any loss or damage to the Products during return shipping.

The above provisions do not affect your legal rights regarding Products that have manufacturing defects or that do not conform to the description.

For any further needs and/or information, please contact Customer Service at +39 348 5215905.