Refund Policy
Last updated: 23/01/26
At GeneStudio, all products are made to order using print-on-demand services. Please read this policy carefully before placing an order.
1. Made-to-Order Products
Because our products are custom-made for each order, we do not accept returns or exchanges for change of mind, incorrect sizing, or personal preference.
This does not affect your statutory rights where applicable.
2. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect, you may be eligible for a refund or replacement.
To be eligible, you must:
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Contact us within 14 days of delivery
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Provide clear photographic evidence of the issue
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Include your order number in your message
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Once reviewed, we will offer either a replacement or refund, at our discretion.
3. Lost or Undelivered Orders
If your order is lost in transit or marked as delivered but not received, please contact us within 30 days of the estimated delivery date.
We will investigate with the courier and fulfilment partner before issuing a replacement or refund where appropriate.
4. Incorrect Address or Failed Delivery
If an order is returned due to an incorrect or incomplete address provided by the customer, we are unable to offer a refund.
Re-shipping may be offered at the customer’s expense.
5. Order Cancellations
Orders may be cancelled only before production begins.
Once production has started, cancellations or modifications are not possible.
6. Refund Processing
Approved refunds will be issued to the original payment method used at checkout.
Please allow 5–10 business days for refunds to appear, depending on your payment provider.
7. International Orders & Customs
Customers are responsible for any customs duties, taxes, or import fees. These charges are non-refundable.
8. Statutory Rights
Nothing in this policy limits or excludes your statutory rights under applicable consumer protection laws, including the UK Consumer Rights Act 2015 and relevant international regulations.
9. Contact Us
If you have any questions or need to request a refund, please contact:
Email: genestudio.business@gmail.com
Business name: GeneStudio
Location: United Kingdom