Refund Policy

1. Scope

This Refund Policy explains cancellation, return, and refund rules for international goods orders and credit purchases placed through Genkey.

2. Cancellation Before Production

For goods orders, you may request cancellation before production starts. If approved, a full refund is issued to the original payment method.

3. Cancellation After Production Starts

Because many products are custom-made, cancellation after production starts may be unavailable or subject to a partial refund based on affected items, actual production cost, and applicable law.

4. Defect, Damage, or Wrong Item

If you receive a defective, damaged, or incorrect item, contact us as soon as possible with order number and photo evidence.

Eligible claims may be resolved by replacement, store credit, or refund, subject to the Refund Policy and any mandatory consumer law that applies to the order.

5. Non-Returnable Items

Custom and personalized items are generally non-returnable unless legally required or defective.

6. Refund Timeline

Approved refunds are submitted promptly after approval or, when goods must be returned, after we receive the returned goods.

Bank or card issuer processing time may apply, and any mandatory consumer law that sets a different timetable will prevail.

7. Shipping Fees and Duties

Whether shipping charges, customs duties, or taxes can be refunded depends on the reason for the refund, destination rules, and applicable law.

8. Credit Purchases

Credit purchase refund requests are currently reviewed through customer support or operator review instead of self-service cancellation.

For a completed credit purchase, Genkey currently supports only a full refund requested within 7 days of purchase when the credits granted by that purchase remain entirely unused and any bundled coupon issued with that purchase has not been used.

Partial credit refunds are not supported. Once credits from that purchase are used in whole or in part, or a bundled coupon from that purchase is used, refund eligibility may be limited or unavailable, subject to mandatory law.

9. Chargebacks and Abuse Prevention

Please contact us before filing a chargeback. Fraudulent or abusive disputes may result in account restrictions.