At Genelle, each pair is handcrafted with immense care and precision to deliver the perfect balance of style, comfort, quality, and durability. We take great pride in our workmanship and ensure that every creation meets the highest standards of excellence.

To maintain this commitment and ensure a transparent experience for our customers, we have outlined the following policies for returns, exchanges, guarantees, and repairs.

01. Return & Exchange Policy

Eligibility

  • Returns are accepted only within fourteen (14) days from the date of purchase.
  • Shoes must be unused, in their original condition, and include all original packaging and materials.

Requirements

  • Original footwear
  • Original packaging
  • Warranty card

Process

  • Submit a return request through our online portal or contact our customer support team.
  • Follow the instructions provided to return the item.
  • Once the item is inspected and approved, an exchange will be offered.

Notes:

  • Returns submitted after 14 days from the date of purchase will not be accepted.
  • Shoes without a valid warranty card cannot be returned or exchanged.

02. Guarantee & Repair Policy

Eligibility

  • The purchase must have been made within the last three (3) months.
  • Only defects resulting from the manufacturing process are covered under this policy. Issues arising from improper use, wear and tear, or mishandling are not eligible.
  • For online purchases, the order confirmation email together with the order number will serve as the guarantee card. Please retain your email

Terms

  • Repairs or replacements will be carried out only if the defect is confirmed as a manufacturing fault.
  • Repairs cannot be undertaken for items exceeding the three-month warranty period.
  • This policy does not apply to items damaged due to misuse, exposure to harsh conditions, or unauthorized alterations.
  • No refunds will be issued under this policy.

03. Refund Policy

  • No refunds will be provided for any purchase made through our online or in-store channels.
  • Customers are encouraged to review our Return & Exchange Policy and Guarantee & Repair Policy for applicable options.

04. Terms & Conditions

  • Warranty: Covers manufacturing defects only.
  • Usage: Normal wear and tear is not covered.
  • Documentation: Retain your order confirmation email for any warranty claims
  • Liability: Limited to repair or exchange of defective items within the warranty period.