Return and Exchange Policy

Exchange & Return Policy – Gen M & Z

At Gen M & Z, we are committed to our customers' satisfaction and to providing an exceptional shopping experience. That's why we offer a flexible and clear return and exchange policy under the following terms:

First: Return and Exchange Conditions

1. Products may be returned for any reason within 3 days of the customer's receipt of the order.

2. Products may be exchanged for any reason within 5 days of the customer's receipt of the order.

3. Products must be in their original condition, unused and unwashed, with all original packaging, tags, and labels intact.

Second: How to Submit a Return or Exchange Request

Requests can be submitted through Gen M & Z's official customer service channels:

• WhatsApp: (official number to be added at launch)

• Working hours: Sunday to Thursday, 9:00 AM to 6:00 PM.

Third: Return and Exchange Costs

• The customer is responsible for shipping fees.

• For returns: the shipping fee is deducted from the refunded amount.

• For exchanges: the shipping cost must be transferred to the brand's bank account before the shipment is processed.

The customer is exempt from shipping fees in the following cases:

• A manufacturing defect in the product.

• An error in the receiving or delivery process.

• Receiving a product different from the original order.

Fourth: Important Notes

• If an incorrect or defective product is received, the request must be submitted within 5 days of receipt.

• The customer service team must be provided with clear photos and video of the product so it can be escalated to quality control for compensation approval.

• Gen M & Z reserves the right to cancel the order and refund the full amount if the product is unavailable or a technical issue occurs.

Fifth: Refunds

• Prepaid payments (debit/credit cards or Apple Pay): processed within 14–21 business days.

• Installment payments (via Tabby or Tamara):

- If the returned amount is less than the original order value, the remaining installment amounts are adjusted accordingly.

- If the returned amount is higher, the difference is refunded to the same payment card within 10 business days.

• You will receive a confirmation notice with the return details once the process is complete.

• The shipping company will make three attempts to collect the returned item; after that, the return waybill expires and the product can no longer be collected.