Return Policy

• At Genila Backpacks, we strive for your complete satisfaction with every purchase. If you're not satisfied, we offer a hassle-free returns and refunds policy:

1. Eligibility for Returns

   • You may return eligible items within 30 days of purchase for a full refund or exchange.
   • The item must be unused, in its original packaging, and in the same condition as received.

2. Initiate a Return

   • Contact our customer service at support@genila.store with your order number and reason for return.
   • Our team will provide a return authorization and instructions.

3. Return Shipping

   • Customers handle return shipping costs unless the item was defective or damaged.
   • Use a trackable shipping method; we're not responsible for lost or damaged returns.

4. Refund Process

   • Once we receive and inspect your return, we'll promptly process your refund or exchange.
   • Refunds go to the original payment method; allow 5-7 business days for processing.

5. Exclusions

   • Not eligible for return: personalized or customized products, final sale items, and gift cards.
   • We may refuse returns not meeting criteria or beyond the 15-day window.

6. Damaged or Defective Items

   • Contact us immediately with photos of any damage or defect for a replacement or refund.

Quality Standards for Returns

• At Genila Backpacks, we maintain strict quality standards:

1. Unused and Unaltered

   • Return in original condition, unused, and unaltered, with intact tags and labels.

2. Clean and Odor-Free

   • Clean, odor-free, and free from stains or contaminants.

3. Complete with Accessories

   • Include all accessories like straps, buckles, and compartments.

4. Packaging and Documentation

   • Return with original packaging, instruction manuals, and warranty cards.

5. Defective or Damaged Items

   • Contact us immediately for assistance with defective or damaged items.

6. Compliance with Return Policy

   • Ensure your return request meets our policy terms and conditions.

Contact Us

• For questions or assistance, contact our customer service at support@genila.store.
• Hours: Mon-Sat, 9:00 am–5:00 pm Eastern Time.

By purchasing from us, you agree to these Returns & Refunds Policy terms. Thank you for adhering to our standards. We appreciate your cooperation and look forward to ensuring your satisfaction with Genila Backpacks.