Refund & Returns Policy

1. Our 30-Day Guarantee

We want you to feel confident with every Genus Faith purchase. If something is wrong with your order, contact us within 30 days of delivery and we will make it right.

In most cases you do not need to send anything back. If we do need the original item returned, our support team will send you the return instructions and return address, and return shipping is free.

Please do not send anything to the original shipping address, the address shown on your package or shipping label, or any address listed on our website unless our support team asks you to. Returns sent without prior authorization may not be accepted or processed.

2. What is covered

Please contact us within 30 days of delivery if your order:

has a manufacturing defect, such as an issue with stitching, hardware, lining, printing or finish
has a printing or design error
is different from the product, design, or size you ordered
arrived damaged in transit
did not arrive

Please include your order number and clear photos of the issue when applicable so our team can review your request.

Personalized items are printed exactly as you typed them. Spelling errors in the text you entered are not covered; errors made by us are covered by this guarantee. You can correct your personalization free of charge within 12 hours of ordering.

For approved claims, we will provide your choice of:

a free replacement, produced and shipped at no additional cost, or
a full refund to your original payment method

Items that were delivered correctly and are free from defects are not eligible for return or refund simply because you changed your mind, no longer want the product, or do not like its design, color, style, size selection, or appearance.

3. If you simply changed your mind

Because every item is made to order, we cannot accept change-of-mind returns and we cannot offer a cash refund for them.

We will, however, issue you store credit for the full item price, valid for 12 months, if you contact us within 30 days of delivery. You keep the item. This is offered once per customer as a goodwill gesture, not as a general return right. Please check our size guide before ordering.

4. How to make a claim

Step 1 - Email support@genusfaith.com within 30 days of delivery. Include your order number and one clear, well-lit photo showing the problem. A photo is required so we can identify the fault and correct it in production.

Step 2 - We reply within 24-48 business hours confirming your claim and asking whether you want a replacement or a refund.

Step 3 - Replacements enter production immediately and follow the normal production and shipping timeline in our Shipping Policy. Refunds are processed as described below.

5. Refund timing

Approved refunds are issued to your original payment method within 14 days of our confirmation email. Depending on your bank or card issuer, it can take a further 3-10 business days to appear on your statement.

If it has not appeared after that, contact your bank first, then email us and we will send you the refund transaction reference.

6. Cancelling before production

You can cancel any order free of charge within 12 hours of placing it. See our Cancellation Policy.

7. Fair use

This guarantee is generous because we would rather fix a problem than argue about one. We reserve the right to decline repeated claims from the same customer or account where no fault can be identified. We will always tell you why.