Every Genus Faith item is made to order, so cancellation depends on whether production has started.

Within 12 hours of ordering - free cancellation

Email support@genusfaith.com with your order number within 12 hours of placing your order. We cancel it and refund you in full, with no fee. Production has not started yet.

After 12 hours, before your order ships

Orders are confirmed for production 12 hours after they are placed, to ensure the fastest fulfilment. After that point the order is locked for processing and we cannot cancel or modify it.

If your item has already arrived and something is wrong with it, our 30-day guarantee still applies - see our Return, Refund and Guarantee Policy.

Changing an order

To change size, colour, design, or shipping address, email us within 12 hours of ordering and we will update it free of charge. After 12 hours the order is locked for production.

If we cancel your order

We may cancel and refund you in full if:

• the item cannot be produced to our quality standard
• your address is outside the countries we ship to
• your payment processor flags the order as fraudulent
• a pricing or listing error occurred on our website

We will always email you before cancelling. Refunds are issued within 14 days. We will never partially cancel an order without telling you first.

Refund timing

All cancellation refunds are issued to your original payment method within 14 days of confirmation.

Contact

Email: support@genusfaith.com
Support hours: Monday - Friday, 9:00 AM - 6:00 PM (GMT+7)

Genus Faith is operated by FoxEra Company Limited
53-55 Hoang Van Thu, Da Nang 550000, Vietnam