Refund policy

Refund & Return Policy

We want you to have a positive shopping experience with us. Please read the following policy carefully before placing your order.

No Returns or Refunds

All sales are final. We do not accept returns or provide refunds for change-of-mind purchases, incorrect size selection, personal preference, or any other reason unrelated to a confirmed product issue.

Please carefully review the product description, size information, and specifications before placing your order.

Damaged, Defective, or Incorrect Products

Please inspect your order immediately after receiving it. If your product arrives damaged, defective, or different from the product you ordered, contact us as soon as possible at support@gentorashop.com.

Please provide your order number and clear photos or videos showing the issue so that we can evaluate your claim.

If we confirm that the product is defective, damaged, or incorrect, we will process a full refund for the affected product using your original payment method.

Non-Refundable Situations

We do not provide refunds for:

  • Change of mind
  • Incorrect size or color selected by the customer
  • Personal preference
  • Products that have been worn, used, washed, altered, or damaged by the customer
  • Minor differences that do not affect the functionality or quality of the product
  • Failure to follow the product's care or usage instructions

How to Contact Us

For questions or to report a damaged, defective, or incorrect product, please contact us at support@gentorashop.com with your order number and supporting photos or videos.

Important: Please do not send any product back without contacting us and receiving confirmation from our support team first. Unauthorized returns may not be accepted.

Refund Processing

If your product is confirmed to be damaged, defective, or incorrect, we will approve and process a full refund for the affected product.

Once the refund has been processed, the amount will be returned to your original payment method. Depending on your bank or payment provider, it may take additional business days for the refund to appear in your account.

Please note: Except in cases where the product is confirmed to be damaged, defective, or incorrect, refunds are not available.