Print-on-Demand (POD) return policy
This document is the official after-sales policy of Genstore, applicable to all product orders fulfilled through Genstore Print on Demand.
Please read the following terms carefully before initiating an after-sales application. All after-sales procedures must be initiated via the Genstore platform.
General after-sales terms
Except for key clarifications specified herein, Genstore accepts merchants' requests for refunds, reshipments, or returns under any of the following circumstances:
Conditions for initiating after-sales applications
- Claims for misprinted, damaged, or defective items must be submitted within 30 days of product receipt.
- For packages lost in transit, all claims must be filed no later than 30 days after the estimated delivery date.
Claims determined to be the result of our error will be covered at our expense. If you or your customers discover any issues with the products or other discrepancies related to the order, please contact our operations team for assistance.
Customer-initiated returns
We recommend that you advise your end customers to contact you prior to returning any products. Except for customers residing in Brazil, we do not accept return or refund requests submitted due to buyer's remorse. The costs and detailed procedures associated with product returns, face mask returns, and size exchanges shall be determined and borne solely by you. If you choose to accept returns or offer size exchanges to your end customers, you are required to place a new order at your own cost for replacement face masks or products in alternative sizes. Customers residing in Brazil who wish to return a purchased item due to dissatisfaction must contact our customer service team within 7 consecutive days of receiving the product and provide photos of the item in question. The return request will be evaluated to verify whether the product has been used or damaged (even partially). In such cases, a refund will not be granted.
Special notice for EU consumers
Pursuant to Article 16(c) and (e) of Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal shall not apply to:
- The supply of goods made to the consumer's specifications or clearly personalized goods;
- Sealed goods that have been unsealed after delivery and are therefore unsuitable for return due to health or hygiene protection reasons.
Therefore, Genstore reserves the sole discretion to refuse any return application. This Policy shall be governed and interpreted exclusively in accordance with its English version. Any translations of this Policy into other languages are provided for reference purposes only and shall not have legal force or effect.