1. Can my order be exchanged or returned?

Only wrong, flawed, or physically damaged items are eligible for returns. Please contact us within 24 hours of receiving your item(s) by email at genecosmo04@gmail.com. Please provide an unboxing video and clear photos showing any damage, defects, or inconsistencies. Once verified, your product will be eligible for exchange within 5 working days. Once approved your product can be exchanged within 5 working days.

To move your complaint along, it is crucial that the problem is evident in the pictures. Since the claim time with our shipping partner has passed, we regret that we will not be able to handle your complaint if the required proof is not submitted within 24 hours of receiving the order. Returns must always be made in their original packaging, including any safety material. The items will be returned to you if the return does not match these requirements.

Please be aware that products that have been opened, used, or tampered with cannot be returned. The returned item will be inspected to verify its condition as soon as it is received. A replacement will be issued within 7 - 10 days, if qualified. If not, you will receive a refund for the original purchase within 7 - 10 days.

2. If the product doesn't work for my skin, may I return it?

We are aware that each person's skin type may respond differently to different skincare products. Due to the wide range of individual compatibility with skincare and cosmetic items, we are sadly unable to accept returns if a product does not work for your skin. This is a typical expectation when buying these kinds of things. But we're here to support you! Do not hesitate to contact us if you need help using a product or if you need advice on how to utilize it more efficiently. We’re always here to help you make the most of your purchase.

3. What if receive an open package?

Please deny delivery if your shipment is opened or has been tampered with. When you accept an open shipment, you assume responsibility; Genecosmo is not liable for any missing, damaged, or defective things.

4. When can I expect to get my refund of my return?

The item will go through a quality check once your return is accepted and it is received back at our warehouse. Your refund will be credited to the original payment method within 7–14 business days of approval. Please feel free to contact us at genecosmo04@gmail.com.